Consumer complaint received 2020-09-30
Company: CITIBANK, N.A.
State: NY
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 used my Citibank Mastercard to pay {$3000.00} to the XXXX XXXX XXXX XXXX ( XXXX  ) to XXXX an XXXX XXXX XXXX ( " XXXX XXXX presents solo show XXXX XXXX '' ) to be visible to the general public and collectors from XX/XX/XXXX to XX/XX/XXXX, on the XXXXXXXX XXXX XXXX XXXX  website. 

The sole purpose of joining an online art fair is to XXXX XXXX online. XXXX promised massive publicity and an exclusive client list of thousands. 

The software used by the XXXX was riddled with problems and totally inadequate. XXXX NEVER MADE MY GALLERY VISIBLE to the public, or to any of their collectors as promised. It was not anywhere to be found on their website despite numerous phone calls and e-mails to everyone involved. I sent proof of this to Citibank - neither my name nor the gallery name came up on any search of the XXXX website or anywhere else. 

Furthermore my own XXXX could not access my gallery. I sent out a private e-mail to hundreds of my personal XXXX. No one could find my gallery on the XXXX site. This was embarrassing and jeopardized my hard-won relationships with them. 

My gallery had a TOTAL of 9 views - and I sent PROOF of this to Citibank.This proof was from XXXX   itself! Those views were all from me trying to visit my own site. 

Needless to say I had zero inquiries and zero sales. 

I told the XXXX I wanted a full refund. They did not reply to e-mails or phone messages. 
I disputed the charge with Citibank. I informed the XXXX that I had disputed the charge as a courtesy at which point they told me directly in a phone call that they would not dispute my dispute. I was led to believe it was resolved. 

XXXX is a knowingly fraudulent company. They have lied about everything and continue to do so. The bottom line is I received NOTHING for {$3000.00} and I will report them to XXXX 

I also sent proof of e-mails from many of the 70 other galleries represented who were lied too and defrauded too. Most of the galleries had zero inquiries and zero sales. XXXX bragged about 12,000 visitors. They failed to provide any real and true data with individual IP addresses. Galleries were rightly furious. 

Today I was informed by Citibank that my charge was reversed and my case closed because I " did not provide a credit slip. '' I immediately called a supervisor who actually agreed with me that my evidence was sufficient, but that he could do nothing because the investigation was with Mastercard and they decided not to pursue it. He send a follow-up e-mail to the investigator, but he was not hopeful. 

I don't believe the 'investigator ' even read my e-mail with conclusive proof of fraud. I asked for a different investigator but I was told by Citibank that it would go to the same person. 

The behavior of both XXXX and Citibank is outrageous. I will not and can not pay {$3000.00} for a service I NEVER RECEIVED. 

Please help. THANK YOU. 

XXXX 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