Consumer complaint received 2022-12-05
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:
I have a credit card with citicard and I purchased a flight ticket on XX/XX/2022 that included baggage. Once the merchant ( XXXX ) charged me and sent the confirmation email it no longer included baggage. After several days of the merchant not responding to my calls or emails I decided to dispute the charge through my credit card as I had been issued the service that I had been charged for, amounting to {$1000.00}. 

XX/XX/2022 the merchant contacted me once they knew I had started a dispute and agreed to resolve the issue, provided that I withdrew the dispute and proved this with an email from citicard confirming this. I withdrew the dispute and Citicard have never issued an email to date regarding the withdrawal and the only evidence of me withdrawing the dispute was through the app on my phone or my online account. I have provided evidence of this to the merchant and to citicard. 

XX/XX/2022 I emailed citicard asking for the dispute to be reopened as the merchant was not responding. The dispute was reopened and I was informed via the citicard app that the dispute would be resolved by XX/XX/2022. I contacted citicard via phone call on XX/XX/2022 as the dispute was not resolved and citicard said that they were not aware that I had reopened the dispute. It was only when I provided a screenshot of my account confirming this that they then submitted the dispute again to be resolved by XX/XX/2022. 

The dispute was completed in favor of the merchant and when I read the merchants reasons, it was evident that citicard had not considered any of the factual evidence that I had provided. I was given instructions on how to appeal this decision. I spent the next week collating evidence and writing all necessary details to support the evidence provided and submitted my appeal XX/XX/2022. citicard stated in their decision letter that my appeal would need to address the merchants points in their response to my appeal. It took citicard over three months to come to a conclusion of my dispute and less that XXXX hours to reject me appeal. XX/XX/2022, I emailed citicard stating that the merchant had not responded to or even acknowledged my appeal and citicard have not responded. I called citicard today and they are adamant that emails have been sent and responded to but still provide no evidence of this. They sent me an email confirming the had made a decision of my dispute and that I could access it through the message centre of my online account but no other emails. I am constantly told that a request will be sent to the correct department and I will get a response in XXXX business days but as of XX/XX/2022 this has never happened. 

I also closed my account as I no longer wanted to do business with them and they are responsible for refunding me {$99.00} membership fee but again will not acknowledge this via email. 

The dispute could have been resolved on XX/XX/2022 if citicard had sent an email confirming my withdrawal of the dispute. citicard did not follow correct procedure when dealing with my dispute. citicard did not consider the evidence that I provided to support my dispute and citicard did not follow correct procedures regarding my right to a fair and competent appeal.

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