Consumer complaint received 2017-02-02
Company: CITIBANK, N.A.
State: VA
Product: Credit card
Issue: Billing disputes

Complaint:
Back in XX/XX/XXXX I noticed a renewal charge for an XXXX when I received by card statement. I contacted my Best Buy Card ( Citibank ) and notified them that I no longer had the computer and needed the charge removed from my card. I went through the steps of being sent to the XXXX to have the situation handled ( I am not sure if this is a confirmation number or employee number XXXX ). Then on XXXX, I had to call back again because the charge had not been taken off of my card. Again I went through the steps of speaking to Citibank and then to the XXXX and was given the dispute # XXXX and was reassured it would be handled in XXXX to XXXX days. 
On XX/XX/XXXX, I had to call again because I noticed that the charge was still on my statement and now had several late fees. I called again irritated. During the first call I was contacted to a supervisor named XXXX who hung up on me. I admit to being loud on the phone and expressed my frustration but did not cuss or disrespect him in anyway to warrant being hung up on. I called back again, this time speaking much calmer and explained to XXXX XXXX XXXX XXXX about the situation. She repeatedly told me that I had to take the issue up with the XXXX and attempted to forward a call to them ; which ended in a dial tone and hung up. I then had to call in a XXXX time ( keep in mind, each time I am stuck on an automated system pushing me to make a payment over the phone and having to go through several prompts before getting to a representative. The prompt to get to the main menu is extended because of the past due account and is similar to going through the system XXXX before getting to a person ). This time I was connected to XXXX ( XXXX ) who again started by telling me that I needed to take my issue up with the XXXX because they are a XXXX party. He then transferred me to XXXX XXXX XXXX XXXX, who given my elevated frustration was able to find that I had called all of these previous times and that the situation had not been handled. She stayed on the line with me and resolved that the XXXX had credited an old account number rather than the new account number. She stated that the issue would be resolved in XXXX to XXXX days. She stated that the XXXX representative was named XXXX and the case # XXXX. She also stated that even after this was refunded I would still have a balance of a few cents and would either have to pay that or call the XXXX XXXX and have them remove those charges. Before all of this my Balance was a standing {$0.00}. I expressed by frustration for having to spend more time going through a series of additional phone calls but agreed. 
On XX/XX/XXXX XXXX & XXXX, I started receiving phone calls from Citibank ( from an automated system ) that my account is still past due. I called them again. The account still has not been credited and they stated they could not stop the phone calls without either stopping ALL phone calls on the account or I could call back and have them started after the situation is handled. My frustration stems from the following : 1 ) the numerous phone calls, time, energy and frustration that I have endured to handle this simple situation ( We are on month XXXX ). 
2 ) the numerous XXXX parties that have effect on my account and countless people that I have had to call and contact to handle this simple situation ( even after my account is credited, I still have to contact the XXXX XXXX ). If Citibank, BestBuy/XXXX, and the XXXX XXXX are all collaborating then why do I have to speak to each XXXX separately to handle the same dispute? Do they not speak to each other? 
3 ) In no way will I be compensated for my mistreatment in this situation other than my balance hopefully being returned to {$0.00} ; other than cancelling their card when this is over. However, if the roles were reversed I would have fees, loss of privileges, and penalties placed on me.

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