Consumer complaint received 2020-04-16
Company: CITIBANK, N.A.
State: TX
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:
Hello, I am trying to dispute charges on 2 Citi credit cards and having difficulty with both. The transaction date was XX/XX/XXXX in the amounts of {$8500.00} and {$5000.00} by XXXX XXXX XXXX. The merchant is shut down by the Federal Trade Commission and what was purchased was a commitment for the merchant to work with me until succeeding and earning what I have invested in the commitment. As soon as purchasing, I did not receive access to what was promised and learned the company was being investigated and shut down. I have provided Citi with loads of information including contracts, Court documents of the case, second-opinion letters, etc. I started both disputes in XX/XX/XXXX and now it is XX/XX/XXXX and things are still unresolved. I have tried to contact the merchant multiple times and they are not reachable as I have told that to Citibank as well. I have been keeping track of the disputes and the Citi representative that helped me the first time filed it as fraud instead of billing dispute which held things back and I had to file a dispute again for the second time on both accounts. Citi emailed me stating they have received a response from the merchant, which the merchant is not allowed to respond to any bank as they are shut down and due to Court orders. I have stated this to Citi and it seems like they don't care. I call Citi regularly and can never reach anyone and if I do the responses are always different. Over the course of the past few months, Citi has now said the disputes are resolved in the merchant 's favor and provided no documentation or reasoning behind it to me. I refiled the two disputes on XX/XX/XXXX and they were already resolved in a matter of a few days, again in the merchant 's favor without any reasoning. I have requested documentation to see what the merchant or merchant 's bank has sent to Citi and Citi is failing to provide that. I have requested call backs from supervisors, emails and letters of documentation and have not received any of those. I paid for a commitment to be held and it is broken by the merchant due to their fraudulent claims and promises. I am now left with a lot of debt from Citi and they want me to pay it even though I am not receiving any services from the merchant. I believe they are going against my rights as a consumer. Also, I charged this commitment on multiple credit cards with banks such as XXXX, XXXX XXXX XXXX, and XXXX and they have reimbursed me without any headaches and problems. Citi is the only bank I am having problems with and I have provided multiple documents of proof to only be left with no answers. I have called, emailed, faxed, and mailed documents to Citi -- at this point I am unsure an investigation of both charges/disputes were even conducted.

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