Consumer complaint received 2020-05-03
Company: CITIBANK, N.A.
State: NV
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:
I filed a dispute with Citi Cards ( CitiBank ) on XXXXfor a charge on my Citi Master Card credit card, for an amount paid to a merchant for work I found was never done at all on my XXXX XXXX XXXX. The dispute # is XXXX. This dispute with Citi has been an ongoing nightmare for me in the fact they have requested the same information and documentation repeatedly. I have sent the information and documentation to them as requested via USPS Priority Mail ( tracking # s available ), and I have also emailed the same documents and information to them at least 4 times.

In addition, I have tried to call the Citi Card Dispute Department seven ( 7 ) times and was only able to get a hold of someone in that department once on XX/XX/XXXX! I was on hold twice for more than an hour waiting for a customer service representative to transfer me to the dispute department. I have been disconnected on a regular basis when trying to reach the dispute department at Citi Cards. There is no direct telephone number for the credit card dispute department at Citi Cards ; however there is a direct telephone number for the banking dispute department! Citi Cards just told me this morning, XX/XX/XXXX, when I tried to contact the Citi Card Dispute Department once again. This is only part of the issue ; it is near impossible to get a hold of anyone in the Citi Card Dispute Department to speak with about the issues I have been trying to resolve with this dispute. I have spent hours upon hours trying to reach a person to speak with in the Citi Cards Dispute Department.

I was also provided with an email address when I filed the dispute for which to send documents and information. However, I received a letter from Citi Cards dated  XX/XX/XXXX ( not received until XX/XX/XXXX ) that has an entirely different email address included in the letter for which to send correspondence and documentation! It is an ever changing game with Citi Cards ; I have continually received misinformation concerning this dispute, and City Cards has made numerous errors concerning this dispute all of which are, and have been, documented.

Based on the confusion and inconsistent information concerning this dispute, it appears that the Citi Cards dispute department has several different staff members handling the dispute based on the fact that I get different information, contradictory information, and have noted to them many errors they have made concerning this dispute.

The most significant error made by Citi Cards in this dispute related to 2 separate letters I received from them. The first letter I received is dated XX/XX/XXXX ( I received it on XX/XX/XXXX ) and Citi requests a signed document from a merchant with their opinion that the work was not done on my truck to validate my dispute. The deadline stated in this letter from Citi to get this document to them is XX/XX/XXXX. I mailed the signed document Citi Cards requested on Friday, XX/XX/XXXX via USPS Priority Mail. It is scheduled to arrive at Citi Cards on XX/XX/XXXX as noted on the USPS receipt/tracking document. It also required a signature from someone in the dispute department at Citi Cards because they continue to request information I have already submitted to them. A copy of the receipt from USPS is attached with this complaint which confirms the information I am providing is absolutely correct and true.

On the day I mailed the document to Citi Cards, I received yet another letter from Citi dated XX/XX/XXXX ( not received until XX/XX/XXXX at XXXX XXXX ) which states in the first paragraph ; Unfortunately, we are unable to resolve this dispute in your favor since we have not received the valid similar merchant opinion. This statement from Citi Cards directly refutes their own statement in the letter from Citi Cards dated XX/XX/XXXX, wherein the deadline clearly states to provide the document by XX/XX/XXXX! Citi Cards also threatens me in this 2nd letter that my account will be reported to three credit reporting agencies if it is not paid by the due date on my billing statement! First of all, the amount being disputed is not even on my current billing statement due on XX/XX/XXXX. Secondly, I am extremely outraged at the extreme negligence in how this dispute is being handled and the significant errors Citi Cards has made over the course of trying to resolve this dispute. I was given a deadline to provide the document of XX/XX/XXXX but then someone else at Citi Cards decided to send another letter stating they did not receive the requested document ( even though the deadline is not until next week ) with threats to damage my credit! I repeat, I mailed the documents Citi Cards requested on XX/XX/XXXX and they will arrive by the due date! Whoever sent this 2nd letter clearly did not read through the history of this matter or the conversation notes I had with a manager in the Citi Cards Dispute Department confirming the date the requested documents are due, XXXX. This is a serious matter that is laden with errors on the part of Citi Cards Dispute Department. There are other errors Citi Cards has made and I have emailed them addressing these errors.

I believe that Citi Cards Dispute Department is not reading through the documentation and information I have provided to them over and over again, otherwise there would not be ongoing issues with this dispute. Obviously different people in the Citi Cards dispute department are sending me letters that contain inconsistent and erroneous information that can ultimately damage my good credit. This is a blatant violation of the Fair Credit Reporting Act, and a violation of other federal laws that mandate the procedures in how credit card companies are required to handle credit card disputes. 
I always pay my bills in full and on time and my current credit rating is at XXXX. I know this because I just applied for a different credit card as I will definitely close this one as soon as this matter is resolved. The people on staff who are handling this dispute are  seemingly unaware of the laws that are supposed to be followed in handling customer disputes. 

As noted by the manager I was finally able to speak with in the Citi Cards Dispute Department on XX/XX/XXXX, mail delivery in the United States is very delayed due to the coronoavirus. He stated this because I told him I just received the letter from Citi Cards that is dated XX/XX/XXXX on XX/XX/XXXX!!! 

I am a senior citizen, but I am also educated, and I know enough to realize this dispute has been handled in ways that violate federal regulations concerning credit card disputes. Citi Cards has not done their due diligence in resolving this matter and most certainly have not treated me, the cardmember, in a fair and nondiscriminatory manner. Furthermore, it is almost impossible to get through to anyone on the phone in the Citi Cards Dispute Department as if there is no one working there on a consistent schedule.

They made up their mind on making a decision in favor of the merchant who failed to provide the goods and services that were charged to my credit care in the amount of {$1200.00} without even reviewing the documents they wanted and stated were due to them by XX/XX/XXXX. Today is XX/XX/XXXX and Citi made a decision to rule this dispute against me before their own stipulated deadline to receive the documents they requested of XX/XX/XXXX! Citi Cards is responsible for the ongoing mishandling of matters related to my credit card in an irresponsible manner since it was initially opened on XX/XX/XXXX. The actions on the part of Citi Cards go above and beyond violations of federal laws. 

( Note : Documents are attached that prove the basis of my complaint against City Cards ; letter from Citi Cards dated XX/XX/XXXX, letter from Citi Cards dated XX/XX/XXXX, proof of documents mailed to Citi Cards Dispute Department on XX/XX/XXXX )

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