Consumer complaint received 2020-03-12
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I made travel arrangements with XXXX XXXX for 2 flights for myself and my wife. Sometime in early XXXX, we cancelled our trip through XXXX XXXX. The cancellation stated we would be getting credit back to our credit card ( Citicard ). When the credit didn't come, I logged onto my Citicard and disputed the charges stating that they had been cancelled with the merchant and that the merchant stated I would be getting credit. There were 4 charges, 2 for {$200.00} and 2 charges for {$770.00}, the charges were for each of the flights for myself and my wife. When I disputed with Citi, it only appeared that 2 of the disputes went through, just one of the {$200.00} charges and one of the {$770.00} charges, but not all 4. I used the online chat feature on the Citi website and stated it didn't appear that all 4 charges got disputed. After investigating the Citi Rep stated that they went ahead and completed the other disputes and that they were all now disputed. The Citi Rep stated that I would be getting conditional credit within 2 business days. On XX/XX/XXXX, I found out that I had only received credit for 2 of the charges ( one each of the {$200.00} and {$770.00} ). However, when I look at the transaction detail on the Citi website, it shows me that all 4 are disputed, but then in their " dispute center '' it only shows 2. I use the chat again to explain that there are still 2 charges for which show disputed but I have not  received credit. The Citi Rep " XXXX '' states that she only sees 2 disputes. I re-explain the situation and she states that the other 2 " did not go through completely in the system ''. I question that because I have screenshots of the previous chat where the Citi Rep states they completed the disputes and that I would receive credit within 2 business days. I further ask isn't that a violation because Visa requires credit within 5 business days. She states that " most disputes provided a credit, but it is not mandatory ''. At this point, I am frustrated as I was assured a month ago I would receive credit and that the disputes were entered into their system. I reiterate that it's not my fault that their system didn't " complete '' the dispute, that it is their problem and that I have screenshots of the XXXX online chat which confirmed they were done and that I would receive the credit within 2 days. The Citi Rep replies if I have further questions, here 's a phone number. And she ended the chat without even letting me reply anymore. Citi told me the disputes were entered and promised me a credit that was never given. And when I express that I have proof of this promise, the Rep ends the chat. This is so unprofessional. They have held onto my money for over a month. They won't admit their error or provide me with any assurance of when I will get this credit. The people we were traveling with canceled at the same time and they have full - permanent - credit. I have screenshots from their website showing me that all 4 were disputed and I have the screenshots of the Rep from XXXX confirming they were disputed and telling me I would get credit within 2 business days. I also have a screenshot of the XX/XX/XXXX online chat where the Rep " XXXX '' ended the chat without letting me respond. At this point, I don't even know if or when I'll be getting credit or if they care.

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 monetary relief