Consumer complaint received 2024-08-29 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: WA

Complaint narrative:
Over two years I've been in contact with Citi Costco Visa customer service over the phone as well as via mail trying to resolve various transactions, purchase/returns, billing disputes, fees/interest and negative credit history reporting . It's a common sense that if person spends {$200.00}, and then returns same item for {$200.00} expects same amount back. However, there are various strange delays in returns that are not acceptable. I've complained to customer service on the phone, company website and by mail. Some things do get credited and other 's take very long time that most of the time don't resolve anything. Now there is a computer glitch on Citi Costco Visa website that prevents me from filing disputes. I've reviewed my account multiple times and now I expect credits and positive reflection on my credit history with Citi Costco Visa taking credit for all wrongful reporting. What worries me is the future of my credit history, where there is no debt and payments that I should not make. Improvised wrongful reporting. I wrote letters to Citi Costco Visa in XXXX and now in XXXX, that I can attach or provide it to you. What happens the problems don't get resolved and are rolled over into next month causing fees and interest charge to increase. I did receive some generic e-mail response from Citi Costco Visa stating that, " your account is under review, in time of investigation you will not be charged fees or interest during this time ''. However, that's not true at all. Even though most investigations don't last more than two weeks, these did even there is no complexity and were not resolved. For example, I purchased a stroller from XXXX, within their return policy I decided to return it. There were two options : to take it to the store and return it or to XXXX. I took it to XXXX, got printed receipt, and later received a receipt stating that by this date the item has been received by receiver 's address. I also provided Citi Costco Visa with this information. The credit card issued credit twice and reversed it twice, causing interest rate to raise because of these decisions. I was not credited back for the stroller, even though I followed the store policy and send all request paperwork to Citi Costco Visa requested. So why was I charged interest, when their e-mail would say that I'm not responsible for it, until they finish investigating. There is no resolution in this problem. I've called credit card for them to issue for fees/interests that were promised. Once again, I waited on the phone 4-6 hours before I got to a live representative, told the entire story from the start and made a request to refund for the stroller and issue all fees/interest accrued with it and rolled over on to next statement. The representative refused to pay what they had promised. They said that interest or fees, not both can be issued once or twice a year. So did the supervisor confirmed that information afterwards. I've requested for those fees to be removed that doesn't always happened. I've been a long time client of Citi Costco Visa and want to continue to stay in business, but having a credit card that has no customer service, refuses to do any work, doesn't follow the policy and ruins my good standing credit history there is one choice to report to company like yourself and close the credit card so it doesn't infect my personal life now and in future. It's a shame, because I love Costco. Now, I can not do my shopping because my card is locked and I can not use their pharmacy. I don't understand how well known company like Costco used by tons of people all over U.S. are forced to use one credit card with terrible customer service that doesn't resolve any issues. I pay for the membership as well and I don't think it's work even XXXX cent. I'm afraid that I will have to make a decision after all credits are posted on to my account, Citi Costco Visa WILL take their responsibility for wrongful credit reporting on my account, and for refusing to do any work on my account, as well credit membership fees because I can no longer use this credit card all because of them. Today, when I logged in into my account, the website changed my credit card to new number ending in XXXX. This is third time without my knowledge and permission the company changes credit card number and keeps all accounts open. I have cards ending in XXXX, XXXX and XXXX on the way. I want to make sure I have one card that is associated to my name and address and credit history as a single user and rest are closed. Also, I want to be informed of this information and everything else that is done to my account. So what card can I use now? All are open and none can be used in stores. Is this crime or fraud? Please help me to resolve all these problems soon as possible. Thank you.

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