Consumer complaint received 2016-02-21
Company: CITIBANK, N.A.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
For whatever reason, my financial institution ( Citibank ) did n't see this dispute in my favor. If anyone from the disputes department called XXXX XXXX XXXX and asked just some basic questions it 's easy to see that this franchise has a lot of gray areas and has a a hierarchy of rules and people to contact just to get a simple answer. This franchise is such a scam! 

I paid for a service/membership that was never honored. Merchant canceled my membership without telling me. ( No correspondence, phone calls etc. ) When I went into store to use my prepaid pass I was told that I could not use pass until my pass was paid in full ( more money and another payment of {$160.00}. I assume whoever sold me this " wax pass '' makes commission and sold me on singing up. She failed to mention all these extra deceiving details ) I was not interested in continuing this pass so I asked how I could I get my money back. I was then told by an associate I could receive a full refund back to my original payment method after talking to a manager. I reached out to the district manger named XXXX via the phone on a handful of different occasions asking for a call back. I even went into merchant where I signed up after making several phone calls. 

( Update : I just recently found out on XXXX/XXXX/16 that XXXX in fact does n't work at a physical store. She works in a call center. This franchise is running a scam ) I asked to speak to another manger and of course the only manager I can speak to is XXXX. I was then told by another associate working that " my pass had been canceled for non payment. '' There was nothing she could do other than to let me use my store credit at the full retail price for services and not the discounted price. The only way to get a refund was by talking to the manager within 7 days. '' Supposedly, XXXX contacted me a dozen times about getting my refund. And if I wanted one all I had to do was call her back in this time frame. 

I attempted to contact the manger XXXX numerous times including driving across town to speak in person with a manager during this 7 day timeframe. I find it very coincidental that it took her longer than 7 days to get back in contact with me. 

( Update as of XXXX/XXXX/16 after calling and speaking with XXXX again, this time I got ahold of her on the first try, I was told that it took her so long to contact me because she works on a first come, first serve basis and by time she got all my messenges it was on the XXXX day ) I do n't want a store credit. I want my money back! I paid for services I never received! I am not interested in having services done with this merchant ever again. So having a store credit means nothing to me. 

My pass was canceled and the manger XXXX did not reach out to me during that 7 day period. This company literally took my money and my bank sided with them. 

While this is being investigated/appealed is it possible to receive a provisional credit? 

Thank you again for your time, 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 monetary relief