Consumer complaint received 2024-12-07 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: NC

Complaint narrative:
To Whom It May Concern, I am writing to file a complaint with Citibank. I have been with Citibank for several years now and have nothing if not outstanding accounts with this bank. I have two credit cards, both with very high limits as earned through loyalty, personal credit, and history with the bank. I always pay my credit cards in-full and on time each month. The checking accounts I had are closed now as you will see below, but they were open and with good standing as well until the past few months due to ongoing disputes with the bank. 

Last XXXX, XXXX, I sought a large personal loan of $ XXXX. As you can imagine, it is not easy to find a lender willing to give this amount of money. Through searching over months, I was able to locate a lender in XXXX. This lender is the XXXX  XXXX XXXX, which is the largest, and basically only bank in XXXX. This lender agreed to lend me the $ XXXX once all due diligences were paid. I first worked with the attorney of this transaction who secured from me roughly {$20000.00}. I then moved to the next step of due diligence on the loan which was roughly {$140000.00}. Ultimately, this turned out to be a scam. XXXX XXXX XXXX XXXXXXXX is very real, but the impersonators offering the loan, unfortunately, are not. 

Before I paid any funds to the scam, I confirmed two things. One, I contacted a due diligence partner in XXXX who confirmed that everything looked legitimate from their offerings. I do not know this company other than they were recommended to me by a partner of mine in the XXXX. The second, and most important thing I did, was contact Citibank. I explained my concerns to them that in the case this is a scam, I need recourse. I suggested making payment through XXXX and let the funds hit my credit card or through my checking account, letting the funds hit my debit card. I was told on the phone, multiple times, that YES, if this funds hit a CARD, regardless which one, this would be traceable and I would be able to dispute the funds should an issue arise and receive full credit with documentation. 

Of course, making roughly {>= $1,000,000} in payments with credit card and debit card limits took several months. I paid the lenders diligently as you will see in the emails attached. Each day they asked me where to send the funds and for what amount as well as confirming the funds were received. Overall, this was over XXXX transactions to get these funds to the lender, but only a few XXXX accounts received the funds, as you will see in the emails attached. 

The moment I realized finally that this was a scam, I contacted Citibank. I filed all disputes on my credit cards online and called in for my checking account and spoke with a representative for almost two hours.

Once the disputes were filed, I sent all required information in. Citibank asked me to send as much documentation showing this was scam. There are roughly XXXX pages attached to this complaint, and all of these were sent to Citibank for all of the associated disputes. To date, I have received some of the funds back, several XXXX. But Citibank refuses to send the remaining amounts. Once I started getting letters on these disputes saying they could not get the funds back, I called Citibank. I was told that what I was missing is a slip saying the XXXX lender owed the funds back. I explained that I have sent the form showing that this lender in XXXX stated if I did not receive my funds, they would refund all of the {$160000.00}. This person was very patient and took time to review the file ( possibly the only person who reviewed the file ) and we found that the refund forms did not come through as they are yellow. So, I copied them on to white, resent, and the representative confirmed they came through. 

At this point, I thought nothing else could stand in the way of getting back the funds I was rightly owed. I received a few more refunds in my favor, was denied others, and others are still open. I called in again, and I was told that the person on the phone can only tell me that the case was denied, and some were approved. Each case has its own reviewer. I dont understand why this is done this way. Why would over XXXX cases have a different reviewer of XXXX pages? This seems like a large and inefficient process when ONE person could review and make a decision. The person on the phone told me that yes, the information I sent worked and I was awarded the funds back. So my question is, how is the information I sent enough for one or several of the disputes to be won in my favor, but not enough on the others? The charges are all the same, each person I was asked to pay is outlined in the emails. So, again, how could it work for one and not all if there is enough information? I do not think the denied cases took time to review my XXXX pages of detailed documentation showing this was a scam. For those who did review, I am appreciative, and again, that should apply to ALL cases. 

I have called Citibank several times to follow up and they tell me a different excuse each time. Either they say I will have an answer in 5 days and nothing comes. Or they say the case was denied and I received a letter which never came. The disputes are still open. I think Citibank is purposefully withholding these funds because of the amount although I confirmed with them that they would be able to get my funds back and you also can see they have allowed some of them back. Again, if they have enough documentation for some, they have enough for all disputes. 

An additional note - These charges were all given back as temporary charges and then removed as I understand how a dispute works. Except in the cases where these disputes were approved, all funds were charged back to me. In one instance, one of the charges caused my checking account to be withdrawn by {$2200.00}. I received a call from Citibank asking for the funds and I explained the full scenario. They were very pleasant on the phone and apologized and noted the file that I was working with the dispute department. About a month later, I started receiving calls again so I called them back. They noted the file again and stated all was well. A couple of days later the accounts were closed. Citibank closed my accounts and charged the accounts off after agreeing that they would not. 

In addition to my funds fully returned. I would like my accounts reinstated. 

Below is the latest email sent to Citi - Amount in Dispute - Total {$160000.00}, each transaction is {$4100.00} or {$3000.00} or {$2900.00} Name of Merchant - There are multiple merchants, including ( and most likely ) but not limited to XXXX XXXX, XXXX XXXX, XXXX, or XXXX. 

Please give a detailed explanation of the reason you are disputing this transaction - This information has all been emailed, over XXXX pages. However, I understand there are XXXX pages that can not be read and these are the confirmation pages stating they will refund my full {$160.00}. The first XXXX pages are the first time I asked for a guarantee and that amount was {$120000.00}. Therefore, I continued to send as requested. I once again asked for guarantee which is also attached here of ALL FUNDS paid of {$160000.00}. I have here the confirmation pages only as you should have the extensive XXXX pages of information and proof showing this is a scam. This interaction began on XX/XX/XXXX. I was contacted by XXXX XXXX through XXXX. XXXX introduced me to XXXX XXXX XXXX who was supposedly approving and securing a loan for me through the XXXX XXXX XXXX XXXX  XXXX XXXX ) and the XXXX  which is XXXX of the largest lenders in XXXX. You will see in the email threads that I was asked to pay over {$160000.00}. I contacted Citi and asked the process for filing disputes against this vendor if needed which is why I chose to pay these through XXXX- to protect myself. In the previously sent documents, you will also see every single XXXX account I was asked to send money to, on which dates, and their confirmation of receiving the funds which correlates with the disputes you have received on these accounts. 

I have attached, again, the confirmation letter stating they would refund the full {$160000.00} to me. And they did not do so. 

Furthermore, please note that XXXX other disputes belonging to this same transaction of {$160000.00} have already been refunded in my favor. This a very large amount of money to be without, so I appreciate your haste and attention! 

******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** Below are the disputes the have been PERMANENTLY CREDITED - *** Disputes returned on checking account XXXX - Case ID XXXX - XXXX through XXXX- Same transaction as all outlined here, different payee. 
Case ID XXXX XXXX XXXX XXXX XXXX XXXX- Same transaction as all outlined here, different payee. 
XXXX ID XXXX XXXX through XXXX - Same transaction as all outlined here, different payee. 

*** Disputes returned on credit cared XXXX - XXXX - XXXX through XXXX - XXXX transaction as all outlined here, different payee. 
XXXX - XXXX through XXXX - XXXX transaction as all outlined here, different payee. 
XXXX - XXXX through XXXX - XXXX transaction as all outlined here, different payee. 
XXXX - XXXX through XXXX - XXXX transaction as all outlined here, different payee. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX - XXXX transaction as all outlined here, different payee. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX - XXXX transaction as all outlined here, different payee. 
XXXX - XXXX through XXXX - XXXX transaction as all outlined here, different payee. 

You can see the above recorded names on the returned amounts are the same as those below that are not returned. Again, if all information was received to justify the ones above, the information has been received to justify the ones below. 

******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** ******** Below are the deputies that have NOT been returned *** Disputes NOT returned on checking account XXXX - XXXX - Appealed on XX/XX/XXXX, Emailed full documentation on XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Appealed on XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed Payment Slips on XX/XX/XXXX XXXX - Appealed on XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Appealed on XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Appealed on XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Appealed on XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Appealed on XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, Emailed on XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, mailed Payment Slips on XX/XX/XXXX XXXX - XXXX XXXX Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - XXXX Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - XXXX Emailed full documentation on XX/XX/XXXX, XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - XXXX Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - XXXX Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - XXXX XXXX C - XXXX Emailed full documentation on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed Payment Slips on XX/XX/XXXX XXXX XXXX Appealed on XX/XX/XXXX, mailed Payment Slips on XX/XX/XXXX XXXX - Emailed Payment Slips on XX/XX/XXXX XXXX - Emailed full documentation on XX/XX/XXXX, Emailed on XX/XX/XXXX, XX/XX/XXXX, Emailed Payment Slips on XX/XX/XXXX *** Disputes NOT returned on credit card XXXX - XXXX - Still says We received your documents in the Dispute Center. When I call, Citibank says I will have an answer with in 5 days. 
XXXX - Still says We received your documents in the Dispute Center. When I call, Citibank says I will have an answer with in 5 days. 

I am seeking every transaction be returned to me in my checking accounts and credit cares as there is ample documentation supporting my request. 

There is one charge I have not been able to dispute. This charge was on XX/XX/XXXX on credit card XXXX in the amount of {$1100.00}, which I would also like returned to me. 

I feel Citibank is deliberately not reviewing the open cases and is pushing me around until a magical date. This is not only unethical, but seems highly illegal. Please review this case and remedy the results of my funds back into my accounts. Additionally, I would like interest on this amount. My XXXX XXXX accounts, similar to the offering of Citibank is paying an APY of 3.90 %. Being that Citibank is deliberately withholding these funds, I would like interest of {$6500.00} paid as well. 

Thank you for your time and review.

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