Consumer complaint received 2022-01-03
Company: CITIBANK, N.A.
State: GA
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:
Im writing this complaint to ask for help. COSTCO CITI XXXX made a mistake in our original dispute, claiming a {$2500.00} dispute and then closed the dispute based upon the merchants word. CITI later reopened the dispute. Either they were trying to appease us or they saw merit in our complaint. This time they even gave us a credit for {$12000.00}, whereas before they only gave us a {$2500.00} credit due to an error on their part. 

On XX/XX/XXXX, we paid XXXX XXXX located at XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, Fl XXXX, {$14000.00} using our COSTCO CITI XXXX card. CITIs own documentation shows we disputed the charge on XX/XX/XXXX as we DID NOT RECEIVE SERVICEs FOR WHICH WE PAID. 

We paid what amounted to {$15000.00} including airfare for our XXXX  daughter to attend a 30 day/night treatment with community housing. XXXX XXXX discounted the {$15000.00} by {$400.00} as airfare was charged separately. I came to learn later it is illegal in Florida to offer a transportation discount across state lines as it is a felony charge. It is called enticement. She received 3 days of counseling and 5 nights stay at their residential housing before XXXX XXXX TRANSFERRED her to XXXX XXXX XXXX for XXXX treatment, where she stayed until she was released the afternoon of XX/XX/XXXX and then on XX/XX/XXXX was TRANSFERRED by XXXX XXXX to another facility located XXXX hours away. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

The new location was XXXX XXXX XXXX XXXX  located on XXXX XXXX. XXXX XXXX our daughters counselor at XXXX XXXX XXXX XXXX can vouch that she arrived on the XXXX. 

XXXX XXXX has a clause in their documentation that said, If the Client is transferred for therapeutic or medical reasons, any monies paid by or on behalf of the Client will be refunded at a lesser rate of our full per diem rate for each day. WE RECEIVED NO REFUND for missing services we paid for. We understood the transaction was nonrefundable for circumstances like our daughter leaving or we didnt like the service, but not because XXXX XXXX took it upon themselves to TRANSFER her elsewhere. Still their own clause applies. 

XXXX XXXX said our daughter made a major rule violation and that is why she was discharged. Yet, XXXX XXXX own documentation stated she was discharged XX/XX/XXXX. They discharged her 4 days prior to her arrival back at their facility. She was still in XXXX XXXX. HOW COULD SHE COMMIT A RULE VIOLATION WHILE IN A HOSPITAL OR IN A XXXX XXXX FOR WHICH XXXX XXXX WAS SUPPOSED TO BE TREATING HER? 

We have provided all the documentation to CITI. We even explained XXXX XXXX the Business Manager for XXXX XXXX and spouse to the CEO of XXXX XXXX is listed as a felon on probation. We now know XXXX XXXX is a felon for brokering health care patients for insurance fraud at other facilities or we would not have agreed to our daughter going there. He is still using the same residential facility as he did in the past. This alone should raise a RED FLAG for anyone. 

CITI has been provided all the documentation to support our comments, but they side with the merchant instead of their client, even knowing XXXX XXXX of XXXX XXXX is a felon on probation until XXXX has not persuaded them. Once again our dispute was turned down and it seems no one can help an XXXX couple or a XXXX XXXX woman. 

Even our demand letter to XXXX XXXX went unanswered. The attorney informed us it would be {$20000.00} to try the case and because XXXX XXXX is incorporated they would declare themselves insolvent as they have in the past and close shop without us getting a penny.

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 non-monetary relief