Consumer complaint received 2024-10-11 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: TX

Complaint narrative:
On XX/XX/XXXX I downloaded software from XXXX called XXXX XXXX XXXX to save files from a hard drive. The software didn't run, and did not recover any data. I contacted the merchant the same day to request a refund because their product did not work as advertised. I did not receive a response. 

I contacted Citi on XX/XX/XXXX to initiate a dispute. They contacted the merchant and decided I was responsible because I'd made a mistake when submitting the dispute -- this error was due to a website glitch which wouldn't allow me to select the correct reason ( merchandise not as advertised ) on my cel phone. I attempted to correct this error with signed statements and multiple phone calls to Citi. The conditional credit that I received ( {$58.00} ) was reversed. 

On XX/XX/XXXX, I sent a signed letter and also called Citi 's representatives to correct the reason for the dispute but I received no follow ups. On XX/XX/XXXX, I contacted XXXX and they agreed to provide a refund -- but said they couldn't because Citi was holding the funds from the dispute. I've provided the chat and the emails with XXXX, confirming that they agreed to refund the money but are under the impression that this already occurred on XX/XX/XXXX. 

It seems that Citi has withheld the money both from the merchant and from me, and has also declared that the dispute is " resolved. '' My attempts to reopen the dispute have not been productive, and the merchant can not refund the money to me because Citi is holding it.

I've spent many hours on the phone trying to solve this issue, which should have been protected by Citi 's promise to its customers, that we are protected from purchases that are not what they claim to be. Below, I'll copy the correspondence both with XXXX and Citi. 

I'm sending this as a follow-up to my multiple phone conversations regarding the dispute with XXXX. 

Yesterday, the merchant agreed to refund the money to me but has said they can not refund it because it was already credited on XX/XX/XXXX ( I believe this was because of the dispute -- the money is maybe being held by Citi and hasn't been refunded to the merchant or to me ). The credit was reversed in my Citi account, so I was charged and am requesting this refund from Citi as the merchant has attempted to credit me but can not. Please see the correspondence with the merchant copied below this message as proof that they agreed to refund me. At the end of this message, I've also copied my original reply from XX/XX/XXXX and signed statement, correcting the reason for the dispute. I never received a response to that email. This signed letter was sent after the phone representative asked me to reply with this information. I've called Citi multiple times, and have spent hours trying to resolve this issue, and today I asked to speak with a supervisor.

The issue remains unresolved -- I am considering closing my Citi card, as this has been very difficult and time-consuming. I came to Citi because I felt they would " have my back '' in situations like this with merchants who sell products that are not as described. I'm seriously considering moving my business account to a different company and will contact the Consumer Protection Bureau if this remains unresolved.

I hope to hear from you very soon. My phone is XXXX. 

Sincerely, XXXX XXXX : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX XXXX Subject : [ XXXX ] Re : Conversation with XXXX XXXX # # - Please type your reply above this line - # # Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 
XXXX ( XXXX ) XX/XX/XXXX, XXXX XXXX XXXX XXXX , Thank you for your response. This is XXXX from XXXX XXXX XXXX. I am glad to assist you today.

In regard with your concern, as per checking the refund was processed on XXXX as indicated to the screenshot that was provided as well from the previous email, you may use that to send to your bank.

Please know that the status of your purchase here in our end is already refunded and there's no option for us to process it again.

We hope for your understanding. Thank you! 
Best Regards, XXXX Customer Service XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX Thank you so much for your reply. Could you tell me when the refund was processed?

The dispute was removed and the charge still appears on my account.

I have contacted my bank and they need this information to check the issue. 

XXXX Sent from my XXXX On XX/XX/XXXX, at XXXX, XXXX XXXX wrote : XXXX XXXX XXXX ) XX/XX/XXXX, XXXX XXXX Hello XXXX, Greetings from the XXXX XXXX XXXX 

Thanks for getting back to us. This is XXXX, and I am here to assist you. 

Upon checking, you have been refunded for the order number XXXX, please check your account to see the amount.

If you have not receive it, kindly contact your issuing bank to confirm.

Below is the refund details as proof : Seeking your understanding.

We appreciate your response.

If you have any further questions, please feel free to contact us at XXXX XXXX XXXX 

Thanks and keep safe. 
Best Regards, XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX Thank you for your reply. The dispute was closed with Citi, so I havent received the refund. I would be very grateful if you would proceed with the refund request. If you need the letter from my bank, showing that the dispute was closed and I did not receive the refund, Im happy to forward it. 

Sincerely, XXXX Attachment ( XXXX ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX, XXXX XXXX Hi Valued Customer, Thank you for contacting us. This is XXXX from XXXX XXXX XXXX and we are more than willing to help you with your concern.

We are so sorry for all the inconvenience this has caused your time. This kind of situation is not what we want our customers to experience. Please allow us to extend our help.

Its our priority to continue providing top-notch service to insightful customers like you.

As we check here, a refund has already processed for the XXXX through dispute and it might take 7-15 business days for the amount to be credited back to the payment method used. However, the funds could take longer depending on the bank.

We are hoping for your patience and understanding on this matter. Stay safe and have a nice day If you have further questions or should you need other assistance, please let us know. We are happy to help! 
Best Regards, XXXX XXXX XXXX XXXX  This email is a service from XXXX. Delivered by XXXX Follow us [ XXXX ] -- -- -Original Message -- -- - From : XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX  To : XXXX Subject : XXXX dispute Please find my signed statement attached, concerning the charge from XXXX XXXX XXXX XXXX XX/XX/XXXX in the amount of {$58.00}. I have included a written statement at the bottom of the form concerning this charge for software which did not work.

Please let me know if you need additional information. 

Sincerely, XXXX XXXX Hi, I'm your XXXX XXXX XXXX. What would you like us to help with? 
How to download and install XXXX program? 
How to obtain or modify invoice? 
I purchased a license, but a watermark appears when I export. 
How to Contact Sales Team for multi license?

How to cancel your subscription?

i need a refund for my purchase. the software did not work on my computer. 
XXXX Sorry to hear that the software did not work on your computer. To assist you with the refund process, please provide us with more details about your order. If you purchased from our website, your purchase is subject to our Refund policy. However, there are non-technical circumstances that may affect the refund process, such as a change of mind, wrong purchase, or not needing the product.

You can review our refund policy here. If you need further assistance, feel free to contact our support team.

Your order details Order Number : XXXX Order Type : Initial Order Order Detail : XXXX XXXX XXXX XXXX XXXX Thank you for providing your order details. Since you have purchased XXXX XXXX XXXX XXXX, if you are experiencing issues with the software and would like a refund, please note that your purchase is subject to our Refund policy.

If you believe that the software did not work on your computer and you would like to request a refund, please refer to our Refund Policy page for more information on the conditions for requesting a refund : Refund Policy.

If you need further assistance with the refund process or have any other inquiries, feel free to [ contact our support team ] ( Turn to human ).

i've already tried that., there is no way to submit this request. 
XXXX I'm sorry to hear that you are facing difficulties submitting your refund request. If you are unable to find a way to submit the request through the provided channels, you may need to directly [ contact our support team ] ( Turn to human ) for further assistance. They will be able to guide you through the process and help you with your refund request.

Please fill out the form below : Name XXXX XXXX Please Select Product XXXX XXXX XXXX XXXX The agent will be joining to reply soon. 
Current queue position : XXXX hello? 
XXXX Current queue position : XXXX? 
XXXX Current queue position : XXXX XXXX joined the chat Thank you for waiting. This is XXXX from XXXX XXXX XXXX and we are more than willing to help you with your concern. 
XXXX thank you XXXX may I know what is the error XXXX i placed the order but the software did not work on my computer. i attempted to cancel and need a refund. 
XXXX what is the issue? 
XXXX the software did not work XXXX what happen? 
XXXX the software did not work. i couldn't run it and it did not recover any data. 
XXXX i uderstand that its not working, but what exactly is happening? 
XXXX the software didn't run on my computer. it didn't recover a single piece of data. 
XXXX so the software didn't do what it claimed to do and it was very expensive. 
XXXX what happen when you try to open the program? 
XXXX it just stalled. it didn't run. i removed the program immediately because it didn't run. 
XXXX i'd like to request a refund please. 
XXXX Please be informed that before a refund, we still have to troubleshoot further. If we can not solve the problem, we will definitely refund your money. Please do not worry. 
XXXX i had to throw out the hard drive because the software didn't work. 
XXXX so there is no need to run the program now. 
XXXX i see one moment XXXX for this, upon checking, we cant process refund for your order since its already more than 30 days XXXX we can only process refund for the order made within 30 days XXXX so what should I do? this isn't very helpful. 
XXXX i contacted you initially and received no response. 
XXXX when did you contact us? 
XXXX the same day i attempted to use the software on XXXX. i requested to cancel the purchase because it didn't work. 
XXXX do you have ticket number? i cant see any conversation you have before XXXX no i didn't receive a response. 
XXXX so i don't have a ticket. 
XXXX okay for tha, we really dont have option to process refund since its more than 30 days XXXX ok. i'll contact my credit card company then, as i paid for something that i didn't receive. i'm disappointed in the level of customer service. 
XXXX We're sorry for the inconvenienc and i understand your point XXXX i will send you an email so you can reply to that with the update from your credit card XXXX anything else for now? 
XXXX i'll leave corresponding reviews about the product and service. really disappointed as this was very expensive. 
XXXX im sorry let me see what i can do XXXX ok XXXX as one time courtesy, i will go ahead and process refund for the XXXX XXXX it might take 7-15 business days for the amount to be credited back to the payment method used. 
XXXX thank you so much. i really appreciate it. 
XXXX thank you for your understanding XXXX i will send you a confrimation email after this chat XXXX anything else? 
XXXX that's all. thank you. 
XXXX stay safe bye XXXX

Company response to consumer: Closed with monetary relief