Consumer complaint received 2017-03-06
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Issue: Transaction issue

Complaint:
We purchased a XXXX insurance policy through the XXXX prior to XX/XX/XXXX. Payments were made via a Sears Credit Card through XXXX at various XXXX pharmacies for the XXXX insurance policy starting in XX/XX/XXXX. From XX/XX/XXXX, until XX/XX/XXXX, XXXX had our wrong address. Therefore, any correspondences from XXXX did not get to our residence in a timely manner. In addition, the XXXX website was not available for an extended period of time. 

Without our knowledge, our health insurance policy was cancelled in XX/XX/XXXX retroactively back to XX/XX/XXXX. We however, without knowing our policy had been cancelled, kept paying for health insurance on a terminated policy. The payments were made via a Sears Credit Card for the XXXX, through XXXX and XXXX. All parties continued to accept our payment even though the policy was terminated. A total of {$6100.00} was overpaid for the terminated health insurance policy. 

After trying for some time to reinstate the policy with XXXX, the health insurance policy was permanently terminated even after an appeal on XX/XX/XXXX We tried to receive a refund from XXXX for the over payment numerous times. On or about XX/XX/XXXX we submitted XXXX claims to Sears Credit Card for refund of the payments made to a terminated policy. 

A letter sent by Sears Credit Card dated XX/XX/XXXX stated XXXX of the transactions were found to be resolved and the account would be accredited within XXXX billing cycles. A separate letter from Sears Credit Card stated XXXX transactions were being still investigated. Even after some transactions were credited to our account, the total amount has not been credited. Since the health insurance termination of XX/XX/XXXX the XXXX family has not been able to see doctors and paid out of pocket to see doctors. We also were forced to pay for a new temporary health insurance policy that had a huge deductible after our XXXX policy was terminated. 

XXXX pharmacy then rebutted all XXXX transactions almost 3 months later at the end of XX/XX/XXXX and beginning of XX/XX/XXXX. Sears Credit Card company then reversed all XXXX charges for the overpayment of the terminated health insurance. The only proof provided was a handwritten statement stating payment made in full and no credit due. The receipt shows no proof that a refund is not valid. Anyone could write anything on a handwritten paper to say no credit due. 

In addition, a denial of refund would only be valid if a service or product was received. As shown in the attachments, the policy was terminated on XX/XX/XXXX but payments for the terminated policy continued to be accepted. How is it acceptable to pay for something, then not receive the product and/or service and then claim all payments are final? That sounds like theft. 
Finally, XXXX of the transactions were already resolved and were issued credits as shown in letter from Sears Credit Card company. These were XXXX transactions along with XXXX other transactions were then reversed. How is it right for Sears credit card Company to state complaints were resolved and then almost 3 months later reverse their decision. 
I have documented in great detail, conversations and proof of the monies owed.

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