Consumer complaint received 2024-09-13 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: IL

Complaint narrative:
I am writing today regarding the intentional mishandling of cases, all stemming from XXXX case, that I have had open with Citi 's XXXX XXXX XXXX  ( XXXX ) since XX/XX/XXXX. Due to the extensive mishandling and time sensitive nature of my dispute issues, the overall issue has now snowballed into multiple issues and non-answers or selective responses from Citi 's XXXX. Citi 's XXXX continues to push the case from rep to rep to rep while every rep decides to go XXXX after ending my case over the course of months, issuing a letter that does not address my concerns and then repeating the process, all while time sensitive disputes continue to build up, go unaddressed, and resulting in thousands of dollars in disputes that are not being handled per my cardholder terms or per financial law. 

I have been very clear on the below issues and need Citi to number each response and properly respond : 1. I spoke with XXXX ( extension XXXX ) on or around XX/XX/XXXX regarding all open issues at that time. I then emailed him all associated information. I need someone to review this call and address each of the concerns raised to XXXX. 

2. I spoke with XXXX ( extension XXXX ) on XX/XX/XXXX and XX/XX/XXXX, to whom this case was reassigned to, and I simply asked her to review the call with XXXX. She failed to do so and claimed that no call existed. This is ridiculous. Someone please clarify how Citi does not have a record of the XXXX call I make with an agent named XXXX. It is XXXX 's responsibility to review calls and she did not. She did not even contact me to request more details about this call when she needed me to educate her on the case. It is very clear she did not properly review this case and, when approached as to where the call with XXXX was, she stated that the call is no longer productive and she hung up the phone. Like many of Citi 's XXXX reps, she then went on vacation immediately after the call and could not be reassigned to my case. This mishandling is not to be taken lightly as it causes multiple issues to continue to snowball, and it seems very intentional that reps respond on XXXX and then conveniently go on vacation minutes after sending an email regarding my case. This is the XXXX time this has happened out of the XXXX or XXXX reps handling my case over 5 months. 

3. On XX/XX/XXXX, I emailed additional issues as these issues continue to build up ( and will continue to build up ) as long as this case continues to be mishandled. These additional dispute issues were not properly addressed by XXXX in the letter sent by Citi on XX/XX/XXXX as these cases fall within XXXX 's XXXX policy. This policy was not mentioned anywhere within the case. Citi, again, is not applying XXXX 's rules appropriately per my cardholder agreement, which is the core issue plaguing each dispute that I have raised to Citi. 

4. This issue has been marred by Citi 's technical issues with Notices and Letters, of which I first reported in XX/XX/XXXX. Digital letters are not being sent properly and have resulted in my inability to review and respond to disputes. As raised to Citi over XXXX times over the last 5 months, both with the XXXX XXXX and with Citi 's XXXX, it seems that when there are multiple disputes are opened with the same merchant, Citi will issue the same duplicate letter multiple times. For example, if I open XXXX disputes with Merchant X, I will receive XXXX identical dispute letters from Citi. I am only able to respond to XXXX as there is only XXXX unique letter, causing all XXXX other valid disputes to be resolved against me as I never received the letter. When reporting this multiple times to Citi 's Disputes XXXX by phone, they state they will email me the dispute paperwork and rarely ever do ( only XXXX out of XXXX times have I received emails ). When changing to physical paper dispute letters, I am not receiving past letters and still have not had future dispute letters physically mailed to me. In fact, in XX/XX/XXXX, I spoke with a female on the XXXX XXXX who said she would take several days to send me physical letters for the XXXX or so disputes that I had closed in order for me to catch up and not have this issue snowball. Those letters never came. Citi, I strongly need to review this extremely serious and time sensitive issue. You can see multiple calls from me over months regarding this. I have exhausted everything I can, and your own team has even admitted to known issues with Notices and Letters. Screen recordings of the same were emailed to you on XX/XX/XXXX, and this is seen on all browsers with cleared caches. I have already spoken with your technical team over 2 times and they have hung up on me both times. 

XXXX. I need a XXXX to call me regarding XXXX 's mishandling of this latest case and for this case to be fully answered and corrected immediately. Again, each day this issue goes unaddressed/reps are not doing their jobs is a day the issue continues to affect me and snowball, not to mention that Citi is XXXX violating my rights as a cardholder and my agreement with XXXX. My only option from here is legal action.

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 non-monetary relief