Consumer complaint received 2022-06-07
Company: CITIBANK, N.A.
State: PA
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/XXXX, I placed an order on XXXX XXXX 's website number XXXX for an XXXX XXXX mini, overnight shipping, and two years of service. I was charged {$1000.00} to my Citibank credit card. I requested cancellation of XXXX XXXX order XXXX on XX/XX/XXXX via online support chat prior to my order being shipped. The XXXX XXXX support agent during that conversation, XXXX XXXX, claimed to have cancelled the order and told me my money was refunded already. This was not true, because it took over 3 other support conversations to learn that my order was in fact NOT properly cancelled. 

After not receiving my money back on XX/XX/XXXX, I filed a dispute claim for " cancelled goods '' on XXXX website. After many cycles of back and forth and various support agents telling me my refund was approved and I will get my money, Citibank ultimately refused the dispute because I was unable to provide email evidence from XXXX XXXX of the cancelled order. 
I have repeatedly asked XXXX XXXX for email evidence for this purpose and was denied, with XXXX XXXX support agent 's claiming that there is no way to get email proof of order cancellation and the only way is to interact with them is via online chat or by phone call. I was also unable to use XXXX XXXX XXXX website order status because it shown my order as incomplete/indeterminate status, which was insufficient for Citibank. 

After 90 days back and forth being told to " wait two weeks '' by various XXXX XXXX support agents, Citibank closed my dispute citing it was outside of the XXXX dispute window and that the charge is final. 

During this time, I have over 10 conversations with various support agents at XXXX XXXX and written documentation from XXXX - XXXX XXXX XXXX Social Media escalation representative. At this point, I am no longer able to mitigate this directly with XXXX XXXX, because XXXX has passed this information onto me indicating that XXXX XXXX will not return my money. " Alright, I have received the department 's response. Upon further and deeper review, I confirmed with them that this order XXXX has a chargeback. Therefore, we are unable to further assist with a refund due to this. If possible, please confirm this with your bank as once a chargeback for an order is made, we are unable to process a refund. XXXX. ". 

It has been 156 days and I still have never received my {$1000.00}. Citibank refuses to return my payment. 

I believe XXXX XXXX has fraudulently and willfully impeded my chargeback despite their agents claiming to approve my refund, and intentionally prevented me from having the documentation I needed from them to process a chargeback with my bank. I have multiple chat logs explicitly requesting this information. 

I have bank statements showing that my money can no longer be returned by Citibank and I am prepared to file my case in PA XXXX XXXX XXXX for XXXX XXXX, District XXXX.

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