Consumer complaint received 2024-06-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
In XXXX I started a dispute with Citi regarding a charge from XXXX on XX/XX/XXXX for a product that was never received by me, Citi was did not due their due diligent in resolving this issue. By XX/XX/XXXX I saw another charge from XXXX of the same charge amount, an this time, this transaction was unauthorized and I contacted XXXX and they told me that it must have been a mistake and to make matters even more complicated that they don't see this charge on their system and have no way of resolving, the rep suggested I talk to my bank to dispute, I went into the banking center where my account was issued and reported this with XXXX the bankers there giving them all the information they need, they told me that they will forward the dispute and paper work i had given them to the dispute department, he assured me that this issue will be resolved and i believed him. By the end of XX/XX/XXXX I was barely in the State because I was a lot traveling for my business but every time i got i was still dealing with apple in respect to the first charge ie the authorized charge. By summer of XXXX XXXX told me that because of the duration of the charge that they system is not letting access the charge to issue a refund, the XXXX rep told me to contact my back and have them issue a charge back for that charge. I contacted XXXX  XXXX by phone and I was told that they can not access the past t a certain time in transaction history to issue a charge back, they suggested that I go into the banking center, I went to the banking center on Park XXXX XXXX in XXXX and the Bank XXXX XXXX that phone rep was wrong about them being able to issue a charge back, they called XXXX Customers XXXX XXXX with their office phone and have the rep on speaker phone as I went over the issue and time line, the rep said that the XXXX was right that it's not something the banking center will resolve but he can put in a request to have this resolve, he asked me series of questions which I answered at the end he told me he has submitted the request and told me to look out for mail for an update. Mind you this was less than XXXX of of the original transaction. 
A month goes by i didn't hear from anybody, I citi customer service to enquire about update and the rep I spoke said they was no trace of such submission or inquiry which was a shock. I explained everything to them from the original charge and all the hoops I've had to jump to get this resolved and she told me that she will go ahead and file this dispute, she asked me series of questions which I answered, she also told to write an appeal and fax it which i also did but at this time I don't trust any words coming from a Citi employer cause obvious reasons. 
I called CFPB and explained my dilemma to a Rep and the rep told me to file a claim regarding this which I did and Citi responded by saying that there's an unauthorized third party and that they need my authorization which was confusing cause it was me and no other party, I called the banking and they couldn't explain they response, I spoke to CFPB and they said I suggest I refiled the claims which I did and this time Citi replies with a letter dated XX/XX/XXXX that said they have completed they review and moved to determine that I am liable. I called the number in the letter and got a citi XXXX on the phone but he could not justify the basis of they review. She asked me to file for an appeal which I did as well as file an updated claim with CFPB regarding this mishap and I got a letter dated XX/XX/XXXX from Citi XXXX XXXX that ask that I give them at least 60 days to get this review my concerns. More than 3 months later, I didn't hear from Citi regarding this appeal and the review that could take up to 60 days, I called Citi XXXX XXXX and the rep i spoke to put me on and to research what's going on with the case and he got back on the phone and told me that there's no update on the case or anything that shows it been worked, he said he will expedite it and submit for an immediate review and I should have an answer as soon as possible and after XXXX weeks when I didn't hear from anyone I called the XXXX office XXXX more time and spoke to Rep who transferred to another who's the case is on her desk, she told me that she will have an answer before the end of the week, yesterday I got an email with a message that tells me that they are declining my claims for dispute of the apples transaction because if i had notified them in a timely manner they could have had a different outcome. 
Conclusion a dispute I've been on since XXXX and Citi several mishandling led to XXXX was denied because of time wise.

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