Consumer complaint received 2020-02-16
Company: CITIBANK, N.A.
State: KS
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:
Around XX/XX/2020, I ordered my cardholder agreement on Citibanks website. Shortly thereafter, the cardholder agreement disappeared from the Notifications and Letters page. The agreement Citibank sent me was not the Costco cardholder agreement.

On XX/XX/2020, I spoke to XXXX in the executive office. I told her Citibank did not send me the correct cardholder agreement and she referred me to Costcos website. I told her Citibank was responsible for getting me the right agreement. Shortly thereafter, I noticed the agreement vanished. I tried to order another agreement, and Citibank no longer displays the option to order agreements on the website. 

On XX/XX/2020, I notified billing disputes in writing that I was receiving e-mails regarding billing disputes and was instructed in the e-mail to log on to the account and to go to Notices and Letters to review the documents. I told them nothing was showing up and that they needed to alert their IT department to the problem. 

On XX/XX/2020, I notified I notified billing disputes in writing that I was receiving e-mails regarding billing disputes and was instructed in the e-mail to log on to the account and to go to Notices and Letters to review the documents. I told them nothing was showing up and that they needed to alert their IT department to the problem. 

On XX/XX/2020, I spoke to XXXX in the executive office. I explained to him as well that I was provided the wrong agreement and he referred me to Costcos website. I told him Citibank was responsible for getting me the right agreement. I informed him the previous agreement I had ordered had vanished from the Notifications and Letters page. I stated Citibank removed the option to order it online. And I further told him dispute notifications had also vanished, although I managed to download some of them before it happened.

On XX/XX/2020, I called Citibanks 800 number. I talked to XXXX. I asked XXXX for a copy of my card member agreement electronically and by mail. XXXX stated it would appear in the Notifications and Letters page within 24 hours. I received an e-mail notification alert saying it was there. I logged onto the Citibank website and there was nothing there On XX/XX/2020, I talked to XXXX in customer service. I asked her for another cardholder agreement and explained the problem with e-mail notifications and that nothing was appearing on the Notifications and Letters page. XXXX said I have been the 2nd or 3rd person to complain to her in the last week about the problem, and all the people that had complained before had dispute notifications disappearing. I told XXXX I was also having a hard time with letters and notifications on disputes. XXXX said she would send it out again. I told her if it didnt appear again that I would call back and request another one. 

On XX/XX/2020, I talked to XXXX in customer service. I asked for a copy of my cardholder agreement. I told him it wasn't showing up in the Notifications and Letters page. XXXX put me on hold and stated was going to discuss with escalations team. XXXX stated they had just sent it out ( I told him it still wasn't in Notices and Letters ) and he replied I would get it in 7 days.

The Notices and Letters Notifications states that documentation will be left there for 12 months from the date made available. As you can see, I have 11 notices. I should have more than 11 notices. Documentation has vanished. 

I am signed up for paperless settings. Citibank has nearly always sent dispute and other notifications by this means. They rarely send me one by US mail, although there are a few exceptions.

Finally, I have asked billing disputes in writing for complete dispute paperwork including the merchants response on nearly all of my disputes. To date, I have only received a few in my Notices and Letters page. 

I am asking that Citibank send me the appropriate paperwork on my disputes. I am providing you with screen prints of the Notifications and Letters page to demonstrate the proper paperwork is not there. I am also providing you with screen prints of the e-mails sent to billing disputes alerting them to the problem starting on XX/XX/2020. I am sending you screen prints demonstrating I am signed up for paperless setting as well as the terms and conditions. I am finally sending you a couple of examples of the e-mails I am receiving with the dates included so you can compare it to the page in order to demonstrate they are not appearing. 

I dont understand why this problem hasnt been fixed. The executive office needs to get involved to get this problem cleared 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 explanation