Consumer complaint received 2022-09-07
Company: CITIBANK, N.A.
State: CA
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:
On XX/XX/2022 I discovered an unusual charge that was posted on XX/XX/2022 for XXXX. I immediately contacted Citibank to open a dispute into this transaction, and concurrently notified XXXX XXXX XXXX about this charge. 

Several weeks after filing my dispute, I proactively contacted Citibank to inquire whether I could provide any supplemental information as I had not received any follow up from Citibank. I was provided an email to submit supplemental information along with the Case # and Transaction # provided by the representative, and on XX/XX/2022 I emailed Citibank to provide my statement along with email correspondence with XXXX XXXX XXXX XXXX XXXX XXXX XXXX statements from XXXX, and confirmation of XXXX XXXX XXXX XXXX XXXX 

In early XXXX I finally received an update dated XX/XX/2022 from Citibank about the dispute requesting proof of cancellation and any additional supportive information -- all of which was already provided on XX/XX/2022. The update essentially summarized that XXXX XXXX XXXX responded with a standard terms of agreement copy that subscribers are responsible for all charges. I contacted Citibank to question why the material I submitted was not considered, and she was able to retrieve the XX/XX/2022 email and upload contents to my file. I also provided additional material via email on XX/XX/2022 as I had already reached a resolution directly with XXXX XXXX XXXX, where they agreed that the charges were erroneous and removed. I attached a letter from the FCC confirming that the matter was escalated to the Office of the President at XXXX XXXX XXXX and resolved, and there should be no further need to dispute this charge as my balance was cleared. 

I thought that this would be the end of the dispute, but on XX/XX/2022 I received another update from Citibank stating that they did not receive a response to their request for supplemental information. This is patently false, and I contacted Citibank yet again to have them look into the materials I submitted on both XX/XX/2022 and XX/XX/2022. I spoke with an agent named XXXX from the disputes department who attempted to contact an investigator but their response was that this dispute was considered closed and that I would need to file an appeal. I did submit the appeal referencing all the correspondence and supplemental information previously provided, though XXXX explained that the original charge would be reposted to my account pending appeal. 

I am filing a complaint with Consumer Finance because Citibank has not provided any real assistance in resolving this issue, has not reviewed any material they requested and received, and has made no attempt to actually investigate this matter. It is bewildering that proof of resolution reached with XXXX XXXX XXXX and confirmation with an FCC letter is not enough to satisfy an investigation team. Reposting the charge and waiting to appeal this matter will further extend a process that has already taken 3mos and has wasted significant time and effort.

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