Consumer complaint received 2017-08-30
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:
I have a business credit card with Citi bank. Under the business credit card, I added two employee cards. One of the employee cards was charged XXXX XXXX by XXXX XXXX XXXX on XX/XX/XXXX for a service that they never rendered to our company. On XX/XX/XXXX I called citibank customer service to dispute this charge. The representative who answered the call issued me a conditional credit of XXXX XXXX and told me that the bank is going to run an investigation. Since then, I 've never received any correspondence from Citi. On XX/XX/XXXX, I logged into my online account and realized that Citi reversed the conditional credit of XXXX XXXX on XX/XX/XXXX, without informing me in any way. When I called the customer service, I was advised that because my dispute claim was made on XX/XX/XXXX,  which date is more than 120 days from the initial transaction posted date, there is nothing Citi can do but to charge me the XXXX XXXX. However, a few issues needed to be discussed here. First, the dispute was made on XX/XX/XXXX, when the conditional credit was posted to my account, instead of XX/XX/XXXX. Citi insisted that the dispute was made on XX/XX/XXXX. I would like them to provide proof of such claim. The dispute date makes a big difference here as XX/XX/XXXX falls within the 120 days period to make a dispute, but XX/XX/XXXX does not. Second issue is the first representative who accepted my dispute on XX/XX/XXXX NEVER EVER advised me on this " 120 days period ''. Rather, he advised me that Citi will run an investigation in this matter. It later turned out that Citi did n't bother to run an investigation. Instead, they changed the date of this dispute and simply set a date that falls a few days out of the " 120 days period ''. As a business customer, I feel that Citi does not care about their customers ' benefits at all. They have really lousy representatives who give wrong and contradicting information. Lastly, I spoke with a supervisor at billing dispute department on XX/XX/XXXX. Instead of listening to me, she simply told me that I should refer to the statement I received for dispute policy. However, what matters here is not what I know. What matters is what CITI 's representatives know and inform their customers accordingly. Citi simply does not care about their customers at all. 
Therefore, for issues stated above, I hereby make the following requests : 1. provide proof that my dispute date is XX/XX/XXXX as claimed by CITI 2. I need a written apology from CITI for all the troubles they made me go through and a written explanation from CITI in regard to the unprofessional-ism of CITI representative for failure to inform me of the 120 days rule, if truly existed. 3. Honor my dispute of the XXXX XXXX charge and credit my account accordingly. Thank you.

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