Consumer complaint received 2024-03-25
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A. (SC)

XXXX XXXX I am reaching out to you today in the hope that you can assist me in getting an issue with Citibank XXXX XXXX Credit card. 

This is regarding a charge back that was done to my account on XX/XX/XXXX that I have been waiting for Citibank to correct. Even though there is an open dispute that I opened with them on XX/XX/XXXX, the company has charged me interest, has closed my account and reported me to the credit agencies which has resulted in my credit score dropping due to serious delinquency. 

I would like to explain to you from the beginning of the issue. I had booked a trip on XX/XX/XXXX, to New Mexico to see my grandchildren. I had made a reservation and also had bought miles. The original reservation had been on hold and cancelled due to me not responding in time. 

A couple weeks later when I checked my Citibank app, it showed a charge from XXXX XXXX with no description, I had thought it was for the reservation that had been cancelled. 
It did not specify what the charge was for on the credit card website. 

I filed a dispute with Citicard for the amount of {$330.00} on XX/XX/XXXX. 
When I received my bill on XX/XX/XXXX, and I realized that it was for the miles that I had purchased, on XX/XX/XXXX, on the same day as I made the initial reservation, I withdrew my dispute since I had in fact purchased those miles. 

Also on the same day that I canceled my dispute, XXXX XXXX did a chargeback for the amount of {$330.00} and deducted the miles from my XXXX XXXX account. 

On XX/XX/XXXX I called and spoke with XXXX in in customer service and I was inquiring about my dispute, he told me to to give it to Sunday and then gave me the billing department to call. 

When I called the Billing department on XX/XX/XXXX I was told by XXXX they would re open the case and to give it 7-10 days. 

On XX/XX/XXXX I contacted XXXX XXXX and spoke with XXXX who informed me that the transaction had been cancelled. 

I contacted XXXX XXXX on XX/XX/XXXX regarding the charge of {$330.00}, to find out what I needed to do to about it, and did a chat with XXXX and then was transferred to XXXX and the transferred to XXXX who instructed me to contact their XXXX  Customer Service with the XXXX XXXX number, confirmation code, date of putsches and the purchase amount. 
I have the email from XXXX XXXX dated XX/XX/XXXX stating that a chargeback was done and the miles were deducted from my account ( included in documents ) I have also included the chat I had with Citicard, I have the conversation from XXXX that states he would put in a request to RE OPEN a request for me, ( a week after billing said they would reopen ) Also in my chat I was finally given the phone number and email address to the billing disputes department. 

When I contacted XXXX XXXX on XX/XX/XXXX, they responded to me within 24 hours an email confirming that chargeback was done on XX/XX/XXXX and that the miles were deducted from my account *I have attached the email that I received from them. 

On XX/XX/XXXX I wrote an email to : XXXX with the case #. XXXX. ( Which I have included ) I received in return email response stating they have contacted the merchant, they have to get back to us. Well let you know if any additional information is needed. 

I called on XX/XX/XXXX and spoke with XXXX, I asked about my dispute and he informed me that they hadnt heard back from XXXX XXXX. They were going to check in to it and would review in 7-10 days-investigator status. 
I called on XX/XX/XXXX and they were still looking into it. 

I had been checking the Citicard site and on shows that Document received on XX/XX/XXXX thanks for providing more information. It says that the dispute is under review, and well be in touch shortly. Youre not to pay any fees or interest charges related to the dispute amount while its reviewed. Remember to hold on tall supporting documentation for 90 days from the date your dispute was opened. ( INCLUDED ) I also received a letter dated XX/XX/XXXX at that same time form Citicard stating that I am being on my payments? 
I then logged in to my account and it showed that my dispute was still under review? 

On XX/XX/XXXX I logged on to my account and saw that my account had been closed, and that I have been reported for being delinquent on my account. ( INCLUDED ) I sent two emails to the billing XXXX on XX/XX/XXXX and I never received a response, so I sent a second email to them on the morning XX/XX/XXXX. 

I then called the Billing Disputes or Citicard that same day on XX/XX/XXXX to see if I could get some sort of answer to my emails of the status of my dispute. 
I spoke with XXXX and then transferred to XXXX who told me that she sent an email to the investigation team and it should take about 7-10 days. She said it had been flagged and also, that a letter dated XX/XX/XXXX, XXXX-had been sent out that day ( INCLUDED ) regarding the status of dispute. 
If I didnt hear anything in the next 7-8 days to call back Sunday or Monday and ask for a supervisor and ask them for a status update On XX/XX/XXXX called this morning and asked for a supervisor, I was connected with XXXXI first spoke who admitted that she wasnt a supervisor, I asked to be transferred to be one and then spoke with XXXX who states she is a supervisor. I asked for a status update on my disputes looked up notes and then said she was sending a referral with notes to the investigator team and she was also sending a complaint to another department. When asked when I would receive an answer and she said about another week. 

I have included screenshots from my account that state not pay anything, that my dispute is being reviewed, I have included screenshot that my XXXX score has dropped due to a delinquent account ( my score was XXXX prior to this issue ) I have also included a screenshot that they have closed my account. They have interest also included on my bill. They have done everything they are not supposed to do!! 


I have been waiting for an extended period of time for resolution. Since a chargeback was done andI didnt receive the miles. 
I dont understand how I can get a response from XXXX XXXX within 24 hours regarding the {$330.00} and the miles, for them to inform me that a chargeback was done within 24hours of contacting them. 
How Citicard has had over 4 months and has supposedly had their investigators looking into it and haven't had a response???? 

Citicard communication has been contradictory, and even though they have stated they are looking into my dispute, they have sent letters, that say the opposite -letters which I have included. 
I have provided them with the information to resolve the issue. why they will not do so, is questionable? 

I am hoping that with your assistance, you will be able to help get this matter resolved, and that Citicard will remove the charges and interest from my account since they had already received the money back from XXXX XXXX XXXX XXXX XXXX