Consumer complaint received 2023-03-22
Company: CITIBANK, N.A.
State: TN
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 made 4 different order transactions online purchases at XXXX on XXXX XXXX. They were is listed here ; first transaction for {$48.00} for jeans, second transaction for {$48.00} for jeans, third transaction for {$48.00} for jeans, and fourth transaction for {$48.00} for jeans. They were is listed here ; 1st transaction for {$48.00} for jeans, 2nd transaction for {$48.00} for jeans, 3rd transaction for {$48.00} for jeans, and 4th transaction for {$48.00} for jeans. On XX/XX/XXXX I returned three of the orders and on XX/XX/XXXX I returned the fourth order for the jeans at my local XXXX store and was given four separate receipts showing the returns and that they would be credited to my Citibank XXXX ending in XXXX for each of the returned orders. I have had to open a dispute with Citibank for each of these charges, because Citibank was not crediting the return credits that XXXX had sent to them. I have had to open a dispute with Citibank for each of these charges, because Citibank was not crediting the return credits that XXXX had sent to them. I have screenshot showing where Citibank notified me by text and notifications that XXXX in deed sent them the credits. However, Citibank was not posting the credits to my account so far three of the disputes have been resolved but now 1 has been reversed for {$48.00} and 1 of the disputes had been reopened and reversed twice. So now Citibank owes me for two of the disputed transactions. They keep giving me conditional credit and then reversing them Even though they have all the receipts that I have sent them showing proof that I am owed these credits for these returned merchandise. They just keep asking me to send them the same receipts that I sent to them previously but do nothing. They dont return phone calls and they are charging back to my credit card these reversed conditional credits that were given in the dispute process. They have given the conditional credits several times and reverse them several times, and are so confused as to what is going on they just keep making a mess of everything that no one can understand and the dispute department. I initially filed a complaint with CFPB and Citibank executive team about the one credit that I was missing and they promised that they saw the error that happened and would credit my account. I Believe they did this, just to get CFPB to close the case. And after it was closed, a conditional credit was given on a re-open dispute, but then reversed. Also, they have reversed another one of the disputes that I had for {$48.00} that was settled. I have contacted the city executive team several times and have been told that I would get a call back within 24 to 48 hours yet no one has called back since XX/XX/XXXX and today is XX/XX/XXXX and so i called again and they said the same thing. The analyst XXXX and XXXX handling my cases is never in and never returns phone calls. The executive team ofc at Citibank just likes to keep opening case numbers and taking messages but that is the extent of it. I have to keep opening disputes on returns in order to get my money back especially from retailers XXXX and XXXX XXXX. It is not these retailers fault as far as i can see because XXXX have Screenshots of where the credits are coming into Citibank but not being applied. Please assist me in getting the amount owed to me which is {$48.00} for one return and {$48.00} for the other return that they have reversed.

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