Consumer complaint received 2020-01-02
Company: CITIBANK, N.A.
State: TX
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:
Beginning in XX/XX/2019, Cit began failing to issue conditional credits for disputed transactions on my statement held me accountable for the billing dispute amounts in full in the following ways : 1. ) Citi charged me interest on the entire statement balance each month despite having paid the balance in full minus the disputed amount. Cit then proceeded to refund the interest for the disputed charges alone after finalizing the investigation and issuing permanent credits. 
2. ) Citi reported the balance including the charges in dispute to all three credit reporting agencies, as being a debt I owe.This had the additional negative effect of lowering my credit score. 
3. ) Citi repeatedly sent me notices my balance was over my credit limit, despite this only being due to the disputed transactions which Citi failed to issue conditional credits while conducting their investigation. 
4. ) While reporting and contacting Citi in regards to the billing disputes, Citi dispute resolution agents and management repeatedly argue, trying to justify why the disputed charges are valid, making broad assumptions. This process has become so mentally draining and time consuming. Citi Dispute resolution agents on several occasions have even yelled and screamed at me, placed me on extended hold times over an hour at a time waiting for a supervisor only to report there are none, hung up on repeatedly and transferred to other departments without warning simply to avoid having to correctly processing a billing dispute as required by law and the XXXX interchange agreement. It is routine to receive conflicting information as well as false and misleading information from these agents in attempts to prevent having to properly handle the dispute. 
5. ) After receiving multiple letters of the billing dispute resolution in my favor and the conditional credits being permanent, Citi will re-bill for the billing disputes. Usually they are for the identical amount disputed and labeled R- bill. Usually the re-bills are shown with the same transaction and post date. However, on at least one occasion Citi has charged me a different amount, with a different post date, for credits which they state are permanent, 3 to 4 months afterwards. Of course Citi charges interest retroactively for these re-bills which violate federal regulations, their written agreements, timelines allowed to re-bill. 

All my claims can be supported and backed as all phone interactions with Citi have been recorded which I am in possession of. I am more than happy to make these as undeniable evidence and proof of Citi 's many violations. 

These actions repeatedly show Citi has continually acted in bad faith by violating terms outlined in the member agreement.This places In addition to routinely being in breach of the contracted terms, Citi 's actions are also violates the Fair Billing Practice Laws and Deceptive Trade Laws.

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