Consumer complaint received 2024-09-12 00:00:00
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.
State: AZ

Complaint narrative:
On XX/XX/XXXX my XXXX XXXX XXXX  charged my credit card {$970.00} for another 3 years of web hosting despite my NOTICE that I would not renew and was cancelling in chat ( in writing ) shortly after I received their invoice for renewal in XX/XX/XXXX. 

Due to substandard service and support I moved to a new webhost several months ago. 

Every time I logged into my XXXX account it displayed a notice stating that no valid payment method was on file. 

XX/XX/XXXX : XXXX email : " This is a notice your payment failed. 
Invoice # XXXX '' I did not update my Citi card with the new expiration date because I had canceled the service. 

XXXX hours later XXXX email : " Thank you for your recent payment. This is a payment receipt for the invoice XXXX XXXXXXXX. 

You were billed : {$970.00} USD. '' I immediately contacted XXXX and it acknowledged receiving my cancellation weeks earlier in chat. It refused to refund because I failed to complete some " form '' as I could barely see with XXXX XXXX XXXX XXXX XXXX XXXX 

I am NOT required to fill out any form to cancel XXXX service. 

I was unable to dispute with Citi until the charge was posted. 

XX/XX/XXXX : I disputed with Citi on the telephone as its web dispute did not work. 

I was extremely upset that I was charged even though I had not updated the card expiration date. Citi informed me that merchants can pay XXXX so that they can charge EXPIRED cards. 

Of course, XXXX did not disclose this and falsely stated that it did not have a valid payment method on file when I was logged into my account. 

Citi promised to assist. 

Case ID XXXX Reason for Dispute Canceled service / goods Card details Card ending in - XXXX XX/XX/XXXX : I almost had a XXXX XXXX when I saw my Citi balance online and then found that Citi reversed the XXXX XXXX  credit : " Resolved - Customer Responsible XX/XX/XXXX '' I immediately called Citi again, XXXX their bots, and finally got to XXXX. 

XXXX falsely claimed that the conditional credit was NOT reversed!!! 

There was nothing I could do to convince him otherwise by reading from the Citi XXXX XXXX on its website. 

XXXX finally offered to transfer me to a supervisor and eventually, I got to supervisor XXXX. 

XXXX, supervisor, EID XXXX : Initially she also claimed that the conditional credit was not reversed. 

Eventually, she acknowledged that the credit was reversed. 

She stated that Citi attempted to get credit from the merchant and XXXX declined to give credit. 

XXXX? 

Obviously, these crooks will not " give credit. '' As I advised Citi during my initial dispute, I had already tried that. 

From the attached XX/XX/XXXX Citi Dispute Update : " XXXX since XXXX Account ending in XXXX Case ID : XXXX After reviewing your dispute and the information you provided, we're unable to resolve the dispute in your favor. The information wasn't enough to support your claim, and you are responsible for the disputed charge. If you'd like to pursue this matter further, please contact the merchant directly. '' What information did they need? XXXX admitted in chat that I had canceled in chat weeks earlier! 

XXXX suggested small claims court or to ask the XXXX  for assistance. 

A typical example of XXXX  XXXX : XXXX : XXXX From the XXXX  Terms at XXXX : XXXX : " Choice of Law This Agreement shall be interpreted under the laws of the State of Delaware without regard to any conflict of laws provisions. Any action between the parties to this agreement for the breach of this agreement or any action or claim in any way relating thereto shall be venued in the Superior Court of the State of Delaware. The parties to this agreement hereby consent to jurisdiction in that court and agree to accept service by mail and hereby waive any defense of any kind related to jurisdiction or venue. '' I sure hope I don't have to file a lawsuit in XXXX  as I live in XXXX! 

I likely have recordings of my calls with Citi and XXXX chat transcripts, but my vision is still impaired and it is extremely time-consuming to find files. I'm sure they'll be able to provide the recordings and transcripts.

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 non-monetary relief