Consumer complaint received 2019-11-22
Company: CITIBANK, N.A.
State: FL
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:
Before initiating the litigation process, I would like to provide the individual tasked with evaluating this regulatory complaint an opportunity to do the right thing. 

Let me preface the narrative by stating how appalling Citis egregious behavior has been up to this point. Spanning numerous phone calls totaling 312 minutes and 37 seconds and countless more hours spent acquiring the voluminous evidence Citis representatives endlessly requested including an analysis by a XXXX certified technician at the XXXX store ; it is with inexpressible shock that my final communication with a Citi Account Manager concluded with that representative stating, Citi never received documentation showing the difference between what was expected versus what was received. 

Narrative for Dispute XXXX : On XX/XX/XXXX, a purchase was made from a XXXX XXXX seller in the amount of XXXX for a new XXXX XXXX XXXX XXXX  computer with a 12 month warranty. The transaction was completed by XXXX. Shortly after receiving the laptop, the screen spontaneously began to develop a crack in the two bottom corners of the screen. 

The cause : a manufacturing defect where there is not enough space between the laptop screen and bottom portion of machine near the hinge. 

I called the manufacturer, XXXX who insisted the damage was my fault despite the unit being in flawless condition as it has been sitting on my desk the whole time. They were attempting to charge me {$450.00} to fix, a clear refusal to honor the warranty the machine was sold with. 

I then contacted the XXXX seller who refused to help as it was outside their return window. 

Next step was engaging in a lengthy exchange with XXXX customer service who initially promised to help. They began requesting documentation continually. I provided all the documentation that they asked for including XXXX charge of {$450.00} to repair the computer. They then refused to help on the basis that [ they ] have fully checked all of the documents that [ were ] provided and there's no specific details confirming that XXXX is denying the claim. 

After that came a XXXX dispute, which despite frequent assurances of a good resolution from the XXXX staff I spoke to, they then denied on the grounds that the item associated with this case has been altered while in your possession. 

I then filed a dispute with Citi, the credit card provider. Id submitted everything I had acquired up to this point including a copy of the warranty, manufacturer refusal to honor the warranty, email from the seller, email exchange with XXXX, XXXX denial, & photos showing the machines flawless condition from all angles along with closeups of the defect. 

First major issue : Citis billing dispute division states that they can not accept photographs. I need not elaborate on the critical nature of color photographs in communicating an issue regarding merchandise. The fact that they will not accept photographs, and down-sample all submitted documents to fax-quality is a malicious attempt to cripple a claimants ability to convey their case. 

Citis first denial letter after receiving the above documentation stated : A copy of the merchant 's response is enclosed. Based on the information available, we have closed our investigation and reversed our credit. 

After going through several phone calls with befuddled Citi reps, I was instructed by an Account Manager that the only thing needed is an analysis by an independent third party. So I took the computer to the XXXX XXXX to have the machine examined by one of their certified technicians. 

That technicians analysis reads : Device screen is cracked on bottom corners, where hinge causes the chassis to come very close, sometimes contacting the screen. There is no further damage on the device. Having examined this device, it is my professional opinion that the damage is a result of contact and abrasion caused by the design of the laptop and not accidental damage on the customer 's part. 

I submitted that XXXX XXXX technicians statement with XXXX ID on the XXXX XXXX letterhead. 

Citis second unbelievable denial was that they had closed the dispute in the merchants favor citing : we have not received the proof of what was expected versus what was received and the document showing you made an attempt to resolve this dispute directly with the merchant. 

I then called and spoke to more Citi reps who were seemingly as confused as I was. And they were also unaware of exactly how the dispute investigators are making decisions. I finally spoke to an account manager who stated that I submitted everything required for them to resolve the dispute for me. He further stated he would send a letter emphasizing as much to the dispute investigator. 

Citis callous response to that internal communique : We may be able to assist you if you provide us with a documentation showing the merchant agreed to credit your account. If you are unable to provide this, you will need to seek other means to obtain credit. 

Another major problem throughout this entire ordeal has been Citis contradictory communications via their phone hierarchy and their website. The website displays information that is countermanded by the phone reps. Lastly, the division tasked with handling the disputes in unreachable by the claimant. And based on their contextually inane letters, the investigators arent even reading the submitted documentation and are just sending out generic rejection responses. 

Given the confluence of malfeasant behaviors by Citi, the only conclusion that a reasonable person could logically reach is that Citi is neglecting their responsibility to adequately review disputes and communicate factual information to their cardmembers. 

Again, in closing : Before initiating the litigation process, I would like to provide the individual tasked with evaluating this regulatory complaint an opportunity to do the right thing.

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