Consumer complaint received 2021-01-19
Company: CITIBANK, N.A.
State: ME
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:
I had a subscription to XXXX XXXX XXXX XXXX ( from XXXX XXXX ) that was due to renew in XXXX ( though I couldnt remember the date at the time ). I didnt have $ XXXX to spend on the subscription and sent them an email on XX/XX/XXXX asking them to cancel my subscription. They responded the same day and stated that they cancelled my subscription and I would not be charged. 

One day later on XX/XX/XXXX ( billed to my card on XX/XX/XXXX ), they charged my credit card {$250.00}. I attempted to contact the company via email again and they sent the same response stating that it was cancelled and I wouldnt be charged. My 2nd reply went unanswered. I attempted several times to call the phone number listed on the shipping label ( they have no phone number listed anywhere for contact ) but it simply went to a fast busy signal. 

At this point, since I couldnt resolve the issue with the retailer, I contacted CitiBank, the issuer of my L.L.Bean MasterCard to dispute the charge. On XX/XX/XXXX, I received a letter dated XX/XX/XXXXfrom the bank stating based on the information they obtained in their investigation, they are unable to obtain a credit from the merchant and I would be responsible for the charge. I called and spoke with a representative at the bank and explained that I have the receipt from XXXX  XXXX XXXX XXXXXXXX showing that my renewal should not have been charged to my account until XX/XX/XXXX as well as an email from them stating my subscription had been canceled and I would not be charged. She stated I could fax any additional information to them and they would reopen the case, which I did that day on XX/XX/XXXX.

I called CitiBank on XX/XX/XXXX to confirm they had received my fax and that they had reopened the case because my account online was still showing the charge on my account. The representative I spoke with that day said that they had approved the dispute and they were working to credit my account. She stated that it may take 2 weeks for the credit, so since my payment due date was XX/XX/XXXX I asked if I needed to pay it to avoid any late fees or charges and she said no, I would not be assessed any fees since the charge is in dispute and to not worry about paying it. 

My payment due date came and went and when I checked my account on XX/XX/XXXX it was showing as past due! I tried to chat with a representative online ( XXXX ) but since my account was showing past due, it would only let me chat with someone in collections and she said she did not see any note on the account about there being a resolution to the case. 

So, I immediately called ( same day, XX/XX/XXXX ) and asked for a supervisor in the disputes department. I believe his name was XXXX and he said oh, he was sorry but it looks like the case was never actually reopened When they received the fax they just added it to the file and didnt reopen the case. He removed the late fee and interest charge that been assessed to my account and said he would reopen the case and pend it for the next day. With that said he also noted the upcoming XXXX XXXX XXXX holiday and said there might be a delay because of that if the agent responsible for my case is on vacation, but he expected a resolution immediately following the holiday. 

On XX/XX/XXXX I checked my account and it was still showing as past due. I called once again, this time speaking with XXXX. She stated that it should not be showing as past due since its in dispute so she would let the dispute department know and it would be removed from delinquent status in 1-2 business days. 

On XX/XX/XXXX my account was still showing past due I called again and asked for a supervisor. This time, I spoke with XXXX who agreed that it doesnt make any sense why there has been no movement on the case and didnt know why the past due status hadnt been removed, but informed me that the only thing he could do was add notes. Even as a supervisor, the best he could do was add notes for the agent investigating and send feedback to higher ups on my behalf, as they have no way to contact the investigators directly. 

On XX/XX/XXXX the collections department at CitiBank called me asking for payment. I explained that this was a charge in dispute and I have called 5 times about it. He looked at the notes and saw exactly what I was saying and said well, he could get me over to the disputes department if I wanted to speak with them again. I said sure, go ahead and was connected with a representative. I explained everything, she asked me even more questions that were none of her business, and then said she would have to get a hold of a manager in disputes. I then spoke with XXXX and explained everything again. She said she didnt know why this was happening and she would add more notes. Again, even as a manager that was the best she could do. 

I explained to XXXX, yet again, that I was really concerned that this was going to affect my credit and asked when the past due status would be reported to the credit bureaus. She stated that on XX/XX/XXXX it would be reported if there wasnt a resolution or I didnt pay. I asked if she expected this to be resolved by then and she said yes. I said well, with the current track record, I am a bit hesitant to believe that, so if I need to make a payment to prevent this from screwing over my credit, when do I need to do that and for how much. She stated that if I paid the past due amount of {$28.00}, I would be good through the current billing cycle and {$62.00} to be current through XXXX. 

Well, today is XX/XX/XXXX and my account is still showing past due. Since my payment due date was yesterday, I now have another late fee and will have interest charged. I made the decision to go ahead and make the minimum payment of {$58.00} on my account today, which it now shows as pending, as I do not want this to affect my credit rating. I have worked hard to get my credit to excellent standing and I am not about to have this foolish mistake on the part of CitiBank mess that up!

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