Consumer complaint received 2021-02-19
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
It started XX/XX/2021. There was a transaction on my card that I had noticed wasnt pending anymore and had actually posted to my account for the amount of {$300.00}. My friends and I went out to a bar and I ended up putting the tab on my card to hold the space but we ended up closing the tab with cash. At first I wasnt worried about it because the transaction was pending and I did think that the transactions would not post because we did pay with cash. It ended up posting and I did try to reach out to the company play on XXXX XXXX XXXX Texas. I wasnt able to get in contact with them for XXXX days so I did dispute the charge through my bank on XXXX XXXX ( CITI BANK ). They ended up taking the claim and said that they would reach out. I did continue to reach out just to see if I could reach them because obviously this was not the banks fault. I did call the bank in retrospect to see if they came across any other numbers that I could call and potentially get in contact with the company. They did provide me two numbers and I was still unable to get in contact with anyone. They were not either at the time. 
As I was speaking with the bank I was waiting a while and they never provided a provisional credit. I was charged overdraft fees for things and I was late on my car payment. I couldnt stress enough to the bank how important this was to me because it was {$300.00} and I currently dont have a lot of income coming in due to COVID-19. This is when things kind of got weird with Citibank, about 10 days later they sent me a letter that I had to respond to you and the letter is attached in this complaint ( XX/XX/XXXX. ) The letter didnt even state anything about my version of the case. It asked me if I canceled or received a refund Which I clearly stated neither. I had been in contact with Citibank around four times before getting this letter and I responded the next day by email which was on XXXX XXXX. The letter was due on the XXXX as well. I may have actually even responded to the letter correspondence on the XXXX. It will definitely be stated below on the email. Clearly at the bottom of the letter it says that I could email correspondence to their direct email. I waited a week and a half and I still heard no response and no provisional credit. By this time Im really worried because I am almost {$400.00} short due to the initial balance the nonsufficient fun fee and my late car payment. I reached out to Citibank once again this is now XXXX XXXX and they are telling me they never received my correspondence. I quickly look at the email to make sure and double check that I sent it to the right email address as well as subject the email correctly. Both were correct the employee was able to verify the direct id from the email subject line. As well as the email had said opened. I did send this from the business email address so I can see when the message has been opened we do have pixels attached to our emails. The employee told me that no one ever saw it and no one got the email, and matter fact he added after that, that department didnt except email correspondence It clearly says that they except email, fax, and mail. So I told them no problem I would fax it in. I have been going back-and-forth with Citibank for a month about this dispute. I did fax in the document they need it back. I waited a week and a half to get zero response. I ended up calling Citibank again at this time they told me they had closed the dispute for failure to send in additional documentation from the customer ( me ). 
This is a really hard time and I feel like my case was closed for an error that they made. I understand that they need the documentation back in a timely manner but its not my fault that your terms and conditions changed and you never change them on the mail document that you sent to me. So now Im suffering for everyone elses Error except mine. They told me that if I wanted to reopen the case I would have to mail in documentation. I refuse to mail in documentation I told them the next time that I was reaching out about this case it was going to be from the CFPB or an attorney because its ridiculous. I just want my money back its been very long Time I have no job in my bank is really not helping out there making things very difficult for me. I wonder how many others have to deal with this from Citibank.

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