Consumer complaint received 2025-03-25 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: NY

Complaint narrative:
The company, Citibank has not helped me. They so clearly favor the merchant, XXXX, even though I have provided so much evidence against them clearly showing they have not provided me with any services!!! 

This is regarding the letter that I received today XX/XX/XXXX from Citibank regarding my ongoing disputes with XXXX. 

Note that I have submitted XXXX disputes, XXXX for the {$2100.00} USD charge on XX/XX/XXXX ( which I appealed XXXX ) and another for the {$2100.00} USD charge on XX/XX/XXXX ( which I am also now appealing XXXX ). 

I have reviewed the documentation provided by XXXX and as expected their documents are indeed fabricated ; therefore, I am appealing. I want to further iterate that XXXX  DID NOT provide me with the services for the {$4200.00} USD that I paid to them ( please also note that this payment was split in XXXX and that they would not commence their services until they received the amount in full ). 

In addition and another very important thing to note, if you notice, XXXX key document is missing here ( AN ITEMIZED LIST ), this was to include the following : an itemized report from XXXX on any work for our case to date ( task, hours spent, person involved, etc. ). XXXX stated that they had such a list ; however, they failed to provide this in their documentation to you. A written report and or statement regarding the status of XXXX 's efforts to date, and remaining steps to be completed. Names and contact information for XXXX  staff responsible for completing all components of the immigration process. All they provided to you was phone logs ( which I speak to ), documents that I sent to them and named myself ( which I also speak to ), and an evaluation that was completed and paid for in full ( {$1400.00} USD ) using my XXXX debit card and has XXXX to do with this investigation ( which I also speak to ). Again, I was not even requesting the {$1400.00} USD back but this should not matter as it has nothing to do with this and was already accounted for. 

Before I begin, I also want to bring awareness to the fact that this company is not legally allowed to operate and is violating immigration laws. In addition, they are now a known scam and have unfortunately scammed many others. The documentation that they provided to you is invalid and the fact of matter is they are not legally permitted to provide me with services period. I have spoken with many others, all who have also filed similar complaints against XXXX and XXXX provides the same documentation each and every time. They are truly unscrupulous in their actions. 

Please refer to the XXXX XXXX XXXX ( XXXX ) news article and TV segment. This further explains what I have been describing since the beginning of my disputes. This brings awareness to XXXX in specific and the scam that they are running, as well as my story and another individual 's story. The proof of the illegitimacy of this company is right here. In my opinion, there should be no doubt that my disputes are valid, especially in light of these news stories and the evidence that I am sharing. I am unsure why my disputes would get denied when I am providing actual evidence and showing you the truth behind this unscrupulous and shady company, XXXX. 

XXXX XXXX Article : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Now to address what XXXX sent to Citibank... 

First, regarding the phone calls that XXXX displayed dating back from XX/XX/XXXX - XX/XX/XXXX. All calls that occurred prior to XX/XX/XXXX were regarding payment ( specifically XXXX requesting the second part of the {$4200.00} USD payment ). If you look closely, see that each phone call ( by them ) is as short as XXXX seconds long to as long as XXXX minutes and XXXX seconds long with the exception being XXXX minutes and XXXX seconds long, which is part of their payment processing phone call/time. Note that XXXX continually called me to receive the second part of their {$4200.00} USD payment ( hence why they have so many phone calls listed- they were pests about it ), they called and called and called until they received that final payment. I did not answer the calls that they listed. On XX/XX/XXXX I submitted the second payment ( {$2100.00} USD ) and on XX/XX/XXXX they had someone call me to confirm payment/send me the docusign for the payment ( referencing the XXXX minute and XXXX second phone call ). All calls from XX/XX/XXXX to XX/XX/XXXX were calls questioning their services ( i.e. their validity as a company, lies, misrepresentations, and all of the falsities that we were told ), as well as XXXX requesting a refund. Note that the bulk of these calls were them transfering us from person to person and then hanging up or of us calling and waiting for them to put us through to someone only to have them hang up ( I have documentation of this in the numerous recap emails that I sent to XXXX ), which are attached to this email. These calls were NEVER productive and DID NOT PERTAIN TO ANY SERVICES PROVIDED, they simply were regarding the opposite ( the lack of services and the lies told by this company, as well as XXXX asking for the refund in full due to this ). It is truly comical to me that they provided these calls to you as they mean absolutely nothing and are solely being used as a tactic by them to make them look like they provided the service, which they did not. Note that I recorded several of these phone calls and have proof of what I am writing here. Please let me know how I can send these documents to you as they are recordings from my XXXX - I would like you to listen to these ( I told XXXX I was recording them, as well ). 

Second, another EXTREMELY disturbing item that I see they provided to you is the evaluation results. This has NOTHING to do with Citibank. In fact, this evaluation occurred back in XX/XX/XXXX and has NOTHING to do with this investigation. This evaluation happened prior to any charges being made with my Citibank card. Before agreeing to move forward in utilizing the " services '' of XXXX, XXXX asked that I make a payment of {$1400.00} USD for them to provide me with an evaluation. This evaluation was paid for by me using my XXXX debit card and has nothing to do with this, they are using it to trick you into believing that they provided me with services to justify both charges of {$2100.00} USD when in actuality this is entirely unrelated. In fact, this {$1400.00} USD charge was required in order to proceed with using XXXX and is listed as completed prior to any charges occurring with Citibank ( I was not even asking for this {$1400.00} USD amount back ). Back in XXXX of XXXX XXXX requested a total payment of {$1400.00} USD ( split into XXXX payments, {$300.00} USD, {$580.00} USD, and {$610.00} USD ), which they said would cover the creation of our profiles with the government XXXX XXXX XXXX, uncover which visa options we would be eligible for and a formal evaluation, document collection, and access to XXXX employees for information. The first payment of {$300.00} USD occured on XX/XX/XXXX, the second payment of {$580.00} USD occured on XX/XX/XXXX, and the third payment of {$610.00} USD occured on XX/XX/XXXX ( these payments were made using my XXXX  debit card ). On XX/XX/XXXX, I received my evaluation results, which provided more detail on the visa program that myself/my family were eligible for, this was the XXXX XXXX, XXXX XXXX XXXX XXXX XXXX After which, I had a telephone conversation with my assigned Account XXXX, XXXX XXXX. It was during this telephone conversation that XXXX XXXX informed me that an additional payment of {$4200.00} USD would need to be submitted to use XXXX services in obtaining our visas and submitting our application to the XXXX government, the services included with the next payment of {$4200.00} USD were to be guidance/assistance with the visa process in its entirety, document collection/verification, submission of our visa application by an XXXX  lawyer, career development, biometrics screenings, final visa costs, etc., I had concerns with the price, {$4200.00} USD, as well as the previous price of {$1400.00} USD, which I stated to XXXX XXXX during our telephone XXXX and in an email sent to him on XX/XX/XXXX. I even told XXXX XXXX that I felt the initial fee of {$1400.00} USD was too high as what XXXX had " completed '' for me was something I could have easily completed on my own ( without the use of a company such as XXXX ) and was done under false pretenses ( using a fake XXXX score ). I also stated my concerns with using XXXX for this reason and asked XXXX XXXX why I was using their company over others or doing it on my own. 

XXXX, XXXX is stating that they " spent over XXXX hours working on my case. '' This is entirely false. As indicated in several emails they did not verify any of my documentation ( we did not even get to this phase ). All they did was collect my documents ( which I verified on my own ). Every file that they sent to you are files that I sent to them with my document names. Documents that they are not even allowed to legally have as they are unauthorized to be providing services. In addition, they are what you refer to as ghost consultants- meaning that once they get your money, they ghost you and disappear. The XXXX hours they claim that they spent verifying my documents is a lie, sure they were sent my documents, but they did not do anything with them. The XXXX hours they claim they spent providing informational services on the phone are also false. As previously mentioned every single phone call was them asking for more and more money and when they finally got it every phone call thereafter was us requesting a refund and questioning the validity of their company ( again I have the recordings and recap emails as proof ). The XXXX hours that they claim they spent regarding my evaluation assessment has NOTHING TO DO WITH THIS PAYMENT OF {$4200.00} USD - IT IS UNRELATED AND WAS PAID FOR USING MY XXXX  DEBIT CARD! Also, it did not take the XXXX hours, they simply plugged my info into the Come to XXXX tool on the XXXX website and the tool created the results for them. They did this under false pretences, which I already stated ; however, it is a moot point as this is unrelated to the {$4200.00} USD charge!!! They would not even proceed to the {$4200.00} USD payment until the {$1400.00} USD was paid and as indicated in the document that they sent to me, the evaluation was accounted for in the {$1400.00} USD payment ( see attachment named XXXX Services - Agreement to Provide XXXX XXXX ), this literally shows in writing that this was already taken care of prior to the {$4200.00} USD charge ( again this is UNRELATED to Citibank and is being used as a tactic by them ). 

I am aware of what I signed with XXXX and have copies, as well. Yet, XXXX XXXX irony here is that they are not allowed to be operating!!! They are ghost consultants and will say/do whatever it takes to get their money and will fabricate numerous lies along the way. The evidence is clear and the fact that Citibank is not taking my side here is actually appalling. Their agreement is invalid because they are not a legitimate company. Nonetheless, yes, I signed their agreement but this still does not dispute the fact that literally NO SERVICES HAVE BEEN PROVIDED REGARDING THE {$4200.00} USD PAYMENT!!! They will not even begin to provide services regarding the {$4200.00} USD payment until after they receive the amount in full! They did not receive the full amount until XX/XX/XXXX and immediately after I sent the payment I discovered that this company, XXXX, was a fake. I literally called and emailed them the next day telling them this and I stated that they were not legally allowed to operate and requested the refund simultaneously. The entire week after the XX/XX/XXXX charge was spent trying to get ahold of them on numerous occasions, them ignoring calls, hanging up, transferring from person to person, talking in circles, telling lies, and fighting every step of the way - THEY DID NOTHING WITH MY DOCUMENTS, THEY DID NOT EVEN SUBMIT AN APPLICATION - AGAIN NO SERVICES WERE PROVIDED!!! All that occured was fighting and XXXX pleading to get our money back. I literally submitted my disputes with Citibank exactly XXXX week after submitting the last payment of {$2100.00} USD on XX/XX/XXXX ( this should further prove again that no services were rendered ). The evidence is so beyond clear. 

It is truly a shame that consultant companies such as XXXX  are allowed to operate and continue to profit off the naivety of individuals interested in creating a better life for themselves. The issue here is that there is not sufficient consumer information available to protect individuals from falling victim to unscrupulous and shady companies looking to manipulate the system and take advantage of consumers. The bank should not be turning a XXXX eye to this issue. More regulations and enforcement are needed for those companies, such as XXXX, that violate the system. Unfortunately, being a new family looking into the best life possible for our son, we were too distracted to realize what we had taken on in engaging XXXX  ( as I know is the case for others ). However, what does not help is that there is limited information available and oftentimes what you read online is not the truth ( fake reviews ). I am truthfully worried that more individuals will fall prey to these types of scams. The banking sector and government authorities need to do much more to protect consumers. 

Again, please let me know how I am able to send my phone recordings. I will send directly to this email or via XXXX XXXX if I must ( but it is important to me that you review these as it further proves my point ).

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 monetary relief