Consumer complaint received 2024-03-11 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: FL

Complaint narrative:
XXXX. XX/XX/XXXX : I make final payments for a cruise with XXXX XXXX XXXX XXXX XXXX XXXX using her Citi American Express card XXXX. in the amount of {$3300.00}. 

XXXX. XX/XX/XXXX : The scheduled cruise with XXXX is canceled, due to the COVID shutdowns. I attempted to process refunds for my payments on the Citi website shortly after, but was unable to do so as they refused to allow refunds at that time. 

XXXX. XX/XX/XXXX- XX/XX/XXXX : It took almost three years for XXXX to finally complete this last of four refunds related to the XX/XX/XXXX cruise. 
XX/XX/XXXX : XXXX finally processed a refund totaling {$3300.00} for my American Express card ending in XXXX. 

XXXX. XX/XX/XXXX : I sent a request for an investigation to Citi Customer Service via certified mail to report the missing refund, providing all relevant documentation and details of the transaction. The certified mail receipt number is XXXX. 

XXXX. XX/XX/XXXX : I call into customer service and they tell me I will need to resend all my infomaiton again as it was not properly processed the first time. I follow up with Citi Customer Service by sending a second letter via certified mail, reiterating the issue and providing additional information. The certified mail receipt number is XXXX. I also spoke with XXXX from the Disputes department regarding the matter. 

XXXX. XX/XX/XXXX : I had a phone call with Supervisor XXXX from Citi regarding the credit dispute. During this call, I provided additional information obtained from XXXX regarding the refund. XXXX instructed me to send the information via email once again to initiate a new investigation into the matter. XXXX assured me that someone would be assigned to the case to address it promptly. I emphasized the urgency of the situation, highlighting the financial impact of the delayed credit and requesting a refund of the interest paid since XX/XX/XXXX. 

XXXX. XX/XX/XXXX : On this date, I emailed Citi Billing Dispute at XXXX. During a prior phone call with Supervisor XXXX from Citi on XX/XX/XXXX, I was instructed by XXXX to resend the information via email to initiate a new investigation into the matter. XXXX assured me that someone would be assigned to the case to address it promptly. In the email, I referenced the previous written communications and provided further updates and requests for resolution. 

XXXX XXXX, XXXX : I sent a fourth letter via email, emphasizing previous unsuccessful attempts to resolve the issue, providing details from XXXX about the refund, and stressing the need for CITI, XXXX, and American Express to address the matter promptly. Additionally, I mentioned speaking with XXXX, who provided a case number ( XXXX ), for the ongoing investigation. Addressed to : Citi Payments ( XXXX ). 

XXXX. XX/XX/XXXX : I called Citi and spoke to XXXX, providing her with the case number. She informed me that the refund was credited on XX/XX/XXXX, and assured me that it should reflect on my account soon, potentially by XX/XX/XXXX and on my statement. However, despite XXXX 's assurance, the refund was not reflected on my account. 

XXXX. XX/XX/XXXX : I called Citi again and initially spoke to XXXX, then transferred to XXXX. XXXX informed me that I would need to once again process another dispute, effectively starting over. As of today, the refund is still not reflected on my account. 

11. After multiple calls, letters, and over an additional year, I feel that the only way to resolve this is through a government advocate.

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