Consumer complaint received 2023-04-08 00:00:00
Product: Credit card or prepaid 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: TX

Complaint narrative:
Hello, after 4 months of trying to resolve a transaction on my CITI credit card with the merchant I filed a transaction dispute with CITI on XX/XX/XXXX. I provided a timeline of the events, cancellation, and conversations between the merchant and myself. 

On XX/XX/XXXX I received a notification from CITI saying the merchant would not provide a refund and CITI asked for a confirmed cancellation. I called to reopen the case and requested that they review the cancellation / notes provided to the merchant. Note : No one ever reached out to me about the matter and I had to continue to call to get a status within the 60 day timeframe of resolving the initial dispute. I sent the documents requested, but never heard anything back. On XX/XX/XXXX I contacted CITI asking for a status. CITI noted that they were still missing a document ( but no one ever called me on it ). I resent a signed document to XXXX. They also noted they had 180 days to resolve the dispute. 

Each week / month I would call asking for a status and I was told an investigator would be reaching out to me, but never had anyone contact me. 

On XX/XX/XXXX when I was following up again ( with still no one contacting about the transaction I did not authorize ) XXXX from CITI advised me that they were still missing documentation. Which did not make sense because I had been calling for weeks/ months and this was the first I was hearing of this. He also noted the investigator should have reached out to me and that all they need is a cancellation statement and would refund me.. I resubmitted all my documentation again to XXXX. 

On XX/XX/XXXX I received a letter saying that the proper documentation was not provided and my case would be closed. I called and spoke to XXXX  ( supervisor ) and was advised that some one should have contacted me on the case and that they also should have told me about the document issue. XXXX advised that the case would be re-opened and that an investigator would contact me on the facts. 

On XX/XX/XXXX I received a letter saying that the merchant did not want to provide a refund and the case was officially closed. When I called the supervisor said there was nothing they could do if the merchant did not want to return the funds, but I never authorized the transacted amount! 

To sum it up, I was never contacted once on my case outside of the letters, I was never advised on the documents the investigator wanted, and they are allowing merchants to overcharge on amounts not confirmed! 

Based on my review CITI is violating the Record Retention - Section 1026.25 and did not properly handle the billing dispute. They also did not following the process for the Fair Credit Billing Act of 1975 with the merchant error.

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