Consumer complaint received 2024-11-15 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: PA

Complaint narrative:
In XXXX of XXXX I called XXXX XXXX XXXX  ( XXXX XXXX  ) in XXXX XXXX Maryland to reserve two rental boats for a trip I had planned at the lake XX/XX/XXXX - XXXX. I gave XXXX  XXXX XXXX Macy 's Credit Card ( XXXX XXXX to pay the rental fees in full. The reservation was made for Friday, XX/XX/XXXX. The amount was approximately {$1700.00}. My card was processed over the phone quickly and the call was ended. No form of a contract or agreement was signed or even offered. I received an email update confirming my payment shortly after the phone call. On XX/XX/XXXX we were having pretty poor weather in the region and the forecast didn't look good on the XXXX either. So, I called XXXX  rental on XX/XX/XXXX to attempt to cancel my reservation ( for XX/XX/XXXX ). They didn't answer my call so I left a detailed message describing my intent to cancel my reservation. I did not receive a call back by the end of day but didn't think much of it as they were a bit hard get ahold of when i called to book initially. On Monday, XX/XX/XXXX, I called XXXX  XXXX again to follow up on the message i had left on XX/XX/XXXX attempting to cancel my reservation. I was able to speak to a woman on the phone who explained to me that I was passed their 14-day cancellation window and absolutely no refunds would be approved. I pleaded with her that I called on Friday and left a message. She placed me on hold and asked her co-workers if they were aware before getting back on the line and confirming, sorry no refunds. I called them again later in the week and explained further that I would like to cancel my reservation and if they aren't willing to do so I will have to dispute the charge on my card. They referred to their cancellation policy again and their agreement ( which I was never offered or signed off on ) but I assured them, further, that I called on Friday XX/XX/XXXX and could show them the screen shot of the message. I was forced to dispute this charge on my Macys credit card which says XXXX on it but while talking with their customer service/disputes team it was XXXX XXXX  XXXX XXXX eventually sent me a notice that they could not approve my dispute as the merchant had a cancellation policy which I agreed to. I spoke with XXXX and re-iterated these same details described within and was able to provide a screenshot of my phone calls to XXXX, one being on XX/XX/XXXX which exceeds their cancellation window. After the 2nd attempt at a dispute they told me that the screenshot of my phone calls was not sufficient evidence to prove i called XXXX  and also they sent me documents which the merchant provided to justify the transaction. The merchant supplied an " agreement '' that detailed their 14 day policy. This agreement had no signature from me. It was also dated XX/XX/XXXX. XXXX  also had notes written that I called on XX/XX/XXXX to cancel ( the day before my reservation ), I called on XX/XX/XXXX and again on XXXX then once more on XXXX. They also noted that I booked my reservation online which couldn't have been completed without acknowledging ( signing ) the agreement online, thus agreeing to their 14 day policy ( which I attempt to cancel before, anyhow ). This is clearly a lie and you can tell it's a lie because the IP address on the payment form they have for me is an address in Maryland. I live in Pennsylvania. The card was processed over the phone by XXXX  which is located in Maryland. I am extremely frustrated that my credit card provider whom I've done business with for 5 years now is not putting forth the effort to protect me as their customer. I'm also befuddled how screenshots of my phone calls aren't acceptable but a misdated and unsigned " agreement '' is enough to hold me responsible for this transaction. A transaction which no goods/services were exchanged. It is now mid-XXXX  and I have disputed this charge with XXXX 5 or 6 times and explained this very slowly and clearly every time and they are just now getting it.

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 explanation