Consumer complaint received 2021-04-19
Company: CITIBANK, N.A.
State: MD
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:
CITIBANK DISPUTE # XXXX MY DISPUTE : A summary On XX/XX/XXXX I tried to buy an XXXX Computer online. There was some issue with the security of my Citibank card which Ive never uncovered. My card was locked, with no notification from Citibank. Later is was unlocked and ( unknown to me ) the original charge was put through. Computer # 1 was on its way to the XXXX XXXX. After several tries ( see below ) I was finally was able to buy a computer with Citibank card. However, they refuse to refund my money for the Computer # 1, which was sent to the store. I cancelled the order without picking it up. I have all the records necessary, and Citibank agrees Im owed this money. They wont give it to me because when I didnt get a refund, I issued a dispute. Citi temporarily refunded my money while they investigated. I made a human error, thought they had resolved the dispute in my favor, and so undisputed the dispute. 

They are now saying all sorts of things. Basically, they agree they owe me but since I undisputed the dispute I cant re-dispute it, so they keep my money. I want my money back. 

HISTORY XX/XX/XXXX. I tried to buy a computer online and have it shipped to the local XXXX store. The charge seemed to go through but Citibank blocked it and put a lock on my card, which I only discovered when I tried to use it again. Citibank didnt contact me to tell me there was a problem with the computer purchase, or the card, or anything else. 

I called Citi. No one else had used my card. The rep said these things were normal because it was a large charge and close to XXXX Friday. She also said sometimes thieves steal cards and wait a few months to use them. I had to use my bank account number to prove my identity. Why didnt she send a new card right away? She told me everything was okay. She said the lock was gone. 

She failed to tell me shed let the computer purchase go through. A computer was on its way to the XXXX XXXX - without my knowledge. I didnt receive any emails. 

XX/XX/XXXX. I tried to buy a computer again. Twice. Declined. I was charged, but later refunded. Citibank gave no reason as to the declined charges. 

XX/XX/XXXX. I was finally able to buy a computer online which arrived via mail. The card was again declined with my next purchase and locked. I had to wait 7 days for a Citi letter with a phone number to call to prove I am who I am. 

NOTE : All of these transactions are on my credit card statements. The dates on the documents are XX/XX/XXXX, but everything posted on XX/XX/XXXX. Please note that the order was to be delivered to the XXXX XXXX. 

XX/XX/XXXX I received the Citibank letter. Called, and before I said anything I was hung up on because, according to the rep via the number on the card my phone number was unverifiable. Citi told me to call XXXX XXXX XXXX. XXXX XXXX XXXX said my new number was in fact verified. 

I called Citi again. XXXX XXXX - ID # XXXX said he wasnt sure how it happened but my phone number was fine. 

XX/XX/XXXX A letter dated XX/XX/XXXX arrived on XX/XX/XXXX stating that I needed to call them regarding fraud. I called. Rep had no idea what I was talking about. 

XX/XX/XXXX I was on my XXXX ID site and noticed a message stating that Computer # 1 was waiting for me at the store. I called XXXX, told them to cancel it. 
XXXX gave me copies of the invoices, and credit memos which I sent to Citibank. Citi did nothing. 

In addition, I received an email from XXXX confirming that I cancelled the pick-up for the first computer and they had refunded my money. 

XX/XX/XXXX XXXX from Citibank cust service said all my problems were Apples - even though I had credit memos issued on the XXXX! 

XX/XX/XXXX XXXX issued a dispute in order to get my refund. I got confused, thought a temporary refund was a real refund, and undisputed the dispute. 

XXXX customer support - Said I cant get a refund for my computer, and Citibank will be keeping my money. There is nothing they can do because once a dispute is cancelled you cant restart dispute. So its {$1300.00} for Citibank! She sent my case over to managers who currently werent available. One of them would call back in 2 days. I have everything documented. Of course, no one ever called. I was also told that this was because I now have a new card number and all details with regard to the previous card have been expunged. 

XX/XX/XXXX I kept calling only to be hung up on immediately, suddenly they claim they cant hear me and hang up. Finally, Citi Rep XXXX said she didnt understand why there was a problem. She sent me to Disputed Accounts Department. 

XXXX from billing disputes. Hung up. 
XXXX Billing Disputes. Hung up. 
XXXX - Finally! She tried to connect me to a supervisor. 
XXXX - Account manager. She said shed look over things. She hung up, and had to start over. 
XXXX - I had to ask to be reconnected with XXXX. Hung up on. 
XXXX : Said shed transfer me to the Billing Dispute Department. Again? 
XXXX from billing disputes. She couldnt hear me either. Hung up. 

XX/XX/XXXX - XXXX XXXX transferred me to a manager at the Billing Dispute Department . Same thing. Hung up on before I could say anything. 

XXXX. I explained the whole thing again. She put me on hold while she looked into it. Hung up on. 

XXXX. He sent me back to the dispute department and promised I would not be hung up on. I was hung up on. 

XXXX - Dispute Department number XX/XX/XXXX I complained on XXXX and got an instant response. They claim I received two refunds - one for the USB thing {$20.00}, and the other for the computer # 2. They consider it settled. Thats not for the first computer! It was for the second one I tried to buy. They again told me it was XXXX problem. 

Called XXXX : XXXX. She said it seemed like there was some fraud associated with the first computer charge which is why Citi keeps hanging up - even though I have proof. She can saw I have everything I need to prove that I am owed a refund from Citibank. XXXX advised to keep at it. 
RE XXXX order : # XXXX, return # XXXX XX/XX/XXXX - Citibank XXXX ID # XXXX. Told me to wait 7 to 10 business days to hear an update. He said he could clearly see that there is a problem and Citi owes me money. I never heard a word. 

XX/XX/XXXX XXXX ID # XXXX : Again, once a dispute is opened and closed in the middle of the dispute it cant be reopened. So, hes trying to figure out what to do. XXXX sees that XXXX did request that the dispute be re-opened. A letter was sent on the XXXX of XXXX saying that they couldnt do anything about this because they gave me a refund, which they didnt. 

XXXX - a manager. She explained that the problem is with XXXX. They charged me for 2 computers and havent issued a credit back to me. This is not true! I have the paperwork! Her ridiculous solution was to issue a new dispute for computer # 3, since they cant reopen a dispute. There was no problem with that purchase. But shes the MANAGER at Citibank, so I would suppose she knows more than I. Of course the dispute for computer # 3 was denied. 

I have more information from Credit Card statements, but was worried about privacy

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