Consumer complaint received 2020-11-11
Company: CITIBANK, N.A.
State: DC
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 am requesting a {$300.00} credit to my CITI credit card. 

I have disputed and continue to dispute a XXXX XXXX, 2020 charge for {$300.00} with XXXX.XXXX. 

On XX/XX/2020 CITI generated a letter to me saying the investigation was closed in the merchant 's favor and I had until XX/XX/2020 if I wanted to continue the dispute and submit evidence. I never received a copy of that letter. 

In early XX/XX/2020 I accidentally found the letter in my CITI account. I immediately submitted additional evidence and made about six follow-up phone calls as my case was not resolved. 

On XX/XX/2020 CITI generated another letter saying the investigation would be closed as my additional evidence was not submitted by the XX/XX/2020 deadline. Again, I received no copy of this letter via mail or email or other digital alert, but I did accidentally find it in my account. 

On XX/XX/2020 at about XXXX XXXX  EST, I spoke with billing dispute supervisor XXXX. 
Per her admission, neither the XX/XX/XXXX nor the XX/XX/XXXX letter was sent to me in hard copy. 
Per her admission, I was enrolled in paperless communication. 
Per her admission, no email or other alert was sent to me in regards to that XX/XX/XXXX or XX/XX/XXXX letter. 

However, per the TERMS & CONDITIONS of paperless enrollment, for such legal notices, " we will notify you by email ''. ( Those Terms & Conditions pasted below. ) As such, CITI did not abide by their terms & conditions of my paperless enrollment, and by not abiding by their duty, I was not informed of the deadline. However, as soon as I learned of the deadline by accident, I immediately responded both by letter and numerous phone calls. 

In simpler terms, CITI said they would keep me updated by email, yet they set a deadline and never informed me of it. But then in their XXXX XXXX, 2020 letter, they are finding against me, as I did not abide by their deadline that they did not tell me about it. 

CITI 's mistake of no email notification is their fault alone. While CITI must abide by XXXX 's dispute process, but for CITI 's mistake, I would have met the deadline. 

I request a {$300.00} credit from CITI to my credit card. 



" Enrollment in Credit Card Paperless Statements and Other Communications " We send cardmembers various types of legal notices, including notices of increases or decreases in credit lines, privacy notices, account updates and statements. Currently, we can provide some of these legal notices, including statements, electronically. We are working towards being able to provide all of these legal notices electronically. When we are able to provide all legal notices electronically, we will notify you by email. In the meantime, if you choose to receive legal notices electronically, you will need to monitor both your U.S. postal mailbox and your email inbox for legal notices. ''

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