Consumer complaint received 2020-05-22
Company: CITIBANK, N.A.
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
UPDATE TO A COMPLAINT ORIGINALLY SENT BY ME TO THE DEPT OF BANKING BUT FORWARDED TO YOUR COMPANY BY DEPT OF BANKING THUS THERE IS AN OPEN CFPB CASE ALREADY BEING WORKED ON AND THE UPDATE IS TOWARDS THE END OF THIS CORRESPONDENCE : I paid partially for a XX/XX/XXXX vacation to XXXX XXXX ; however, CoVid 19 and the travel restrictions cancelled this trip. My doctor wrote a note stating due to my XXXX XXXX XXXX  I should not travel, the owner of the XXXX XXXX XXXX agreed to cancel the vacation with a full refund back to me, but the problem is both XXXX and my credit card. The partial payment I made was {$810.00} which I disputed with my credit card in XX/XX/XXXX as despite the host agreeing to fully credit me, XXXX said they would not return my money and the California Attorney General. Thus, due my dispute with CitiBank Credit card, there was an {$810.00} credit on my account pending the resolution of the dispute. On XX/XX/XXXX I noticed the {$810.00} charge was re-applied to my account thus I called Citi and was informed the dispute was still open and being investigated as XXXX has declined to pay Citi card back the XXXX. I asked if I could file another dispute since the host says she agreed to fully reimburse me but Citi declined another dispute stating the dispute was still being investigated. I then checked my online account on XX/XX/XXXX for something else, and noticed I had messages where I found a XX/XX/XXXX notification from Citicard stating exactly the opposite of what I was told over the phone by Citi on XX/XX/XXXX : The investigation is closed as XXXX   reimbursed me {$630.00} + {$79.00} on XX/XX/XXXX. After weeks of debating with Citicard/bank, as I initially could not find the XX/XX/XXXX refund, I questioned what happened to the XXXX as I am shocked that I received another Citicard/Citibank notification stating CitiBank sided in favor of XXXX. How does a credit card side with stealing XXXX from a customer that 1. Did not travel due to travel restrictions and a global pandemic and 2.  Was informed by the owner of the vacation property she agreed to reimburse me 100 % due to the pandemic. So why would XXXX be allowed to steal XXXX from me..this is money I could use to pay my cable bill, UI bill or another bill that are now piling up due to decreased work hours and ineligibility for the economic impact payment. On XX/XX/XXXX I was informed by a CitiBank/Citicard Executive office employee, XXXX, that Citi cant force XXXX to change their policies. However, I dont agree with this statement as my XXXX card sided in favor with me for a full refund of XXXX which was a payment for a timeshare vacation scheduled for XX/XX/XXXX, that was also cancelled by travel restrictions and CoVid19.  Two credit cards with two different resolutions : XXXX card successfully fought and won a FULL refund for their loyal customer ( me ) after siding in my favor instead of siding in favor of the the travel company and Citi card let XXXX steal XXXX from me by shockingly siding in XXXX   favor. I was told by XXXX and also XXXX  that XXXX offered a XXXX credit to me which expires in XX/XX/XXXX, so they gave you money per XXXX of Citibank/credit Executive office, but I had to inform XXXX that I would like my money back and not a credit for a vacation that I will never take since there is no resolution to the CoVid pandemic and probably wont be one until a vaccine is created which definitely wont be by XX/XX/XXXX. After speaking with CitiCard/bank I called XXXX and basically was told the same thing we can not reimburse you but did provide you with a credit of {$180.00}. As recently stated, I will not be traveling anytime soon due to a chronic health condition that puts me in a high risk category to suffer debilitating complications if infected with the CoVid. All I want is my XXXX back which again can be used towards my plethora of bills instead pf a XXXX credit that I will never use. Thank you federal government for helping me to get the XXXX off my CitiBank card just like XXXX card refused to allow a travel company to take money from me for a vacation that was cancelled by CoVid19.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation