Consumer complaint received 2019-08-08
Company: CITIBANK, N.A.
State: IL
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:
SITUATION SUMMARY On XXXX XX/XX/XXXX I signed a fully itemized contract with wedding vendor XXXX  to provide certain goods and services for the amount of {$4900.00} on XXXX XX/XX/XXXX. This signed contract clearly stated under the Agreement clause on page 4 that The only way to change this agreement is to do so in writing and providing the document is signed by all revenant parties. The entire amount due of {$4900.00} was approved by me for payment by Citicard to the vendor prior to the wedding. Shortly after the wedding XXXX presented their invoice XXXX in the amount of {$8200.00}, of which {$4900.00} had already been paid, leaving a balance due of {$3300.00}. As no contract change order had been discussed, verbally approved or memorialized in writing as required by our original contract and ... signed by all revenant parties., we were surprised by this request for additional remuneration and attempted to resolve it with XXXX, to no avail. Absent required written approval, we felt all goods and services provided by XXXX were part of the original XXXX XXXX contracted price of {$4900.00}. Nevertheless XXXX charged my Citicard for the additional {$3300.00}, and I filed a dispute with Citi on XXXX XX/XX/XXXX. 
COMPLAINT WITH CITICARD After filing a dispute with Citi they reversed the {$3300.00} charge against my card, only to reinstate it again on XXXX XX/XX/XXXX. In explaining this reversal Citi said The merchant would not agree to issuing credit ... The merchant contends the cost of services provided included add on services to the event planning. They also included a copy of a add on services contract/agreement ... This add on contract/agreement was UNSIGNED as required by our original XXXX XXXX contract, and could have been prepared at any time. As I pursued this erroneous charge over the past 60 days I was informed that this case was sent to MasterCard for resolution. I was provided after the fact with a Representment Document submitted on XXXX behalf. The problem with this document is they showed an authorized amount of {$8200.00} when in fact the only amount I authorized was {$4900.00} to be paid. XXXX also provided only 4 pages of the 6 page original contract. One of the pages NOT sent to MasterCard ( page 4 ) contains the previously quoted clause The only way to change this agreement is to do so in writing and provided the document is signed by all relevant parties. I have never seen what Citi submitted to MasterCard on my behalf-if anything. I have vigorously pursued this with Citi via phone calls, letters, and documents. I was advised to write a letter to the Office of the President which I did on XXXX XXXX ( Attached ). Even though Citi signed for the letter on XXXX XXXX at XXXX XXXX, I have not yet had the courtesy of a reply. In addition, I requested a detailed explanation and documents from Citi as required by the Fair Credit Billing Act as to justify why they decided to erroneously bill me the {$3300.00}. To date Citi has failed to provide this legally required response.

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