Citi

May [redacted] 2015 Revdex.comCase # [redacted]  To Whom It May Concern: Citi® Prepaid Services received the complaint submitted on May **, 2015 from [redacted] regarding a prepaid card issued by Citi Prepaid Services on behalf of [redacted].  As a business that aims...

to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. After researching [redacted]’s complaint, it was confirmed that this prepaid card was issued in July 2012 with an expiration date of July **, 2013.  In accordance with applicable law and regulations, this expiration date was embossed on the front of the promotional card; displayed on the cardholder materials (i.e., “valid thru 07/**”); disclosed in the terms and conditions that accompanied the card.    We called the number provided on May **, May ** and May ** but were unable to get in touch with the cardholder or leave a voicemail.  [redacted] may contact a dedicated service agent at ###-###-#### between the hours of 9:00 AM and 4:00 PM EDT, Monday through Friday to discuss additional questions or concerns. We regret [redacted]’s dissatisfaction with this situation.  If the Revdex.com should have any additional questions, please feel free to contact me at the number and information found below. Sincerely,  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I can confirm that they sent me a letter.I am satisfied with their actions.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you.  please be advised that I have not received communication from this creditor.

An additional response was sent directly to the customer on February **, 2015.  If the customer would like to share this information they can provide a copy of our response to the Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my...

complaint has NOT been resolved because:

 [redacted]
[redacted]
[redacted]
[redacted] They have responded but to date, there is no resolution to the problem of adding my wife to my account as a person that can call and make changes or get any information she needs. I was able to add her as a user to the account by using the online tool. However, she still can not call and get information or ask for help regarding late payments or fees. I was told by their customer service agent that all I had to do was to send a letter asking for this to be done. So I did that. I included my account number and my signature and I mailed it to the address they told me to use. After I did exactly what I was told by one ** agent, then a different agent told me that I need a Power of Attorney in order to do this. Each person will tell you something different. At the time I applied for the card, they approved us because [redacted]'s income is added in. We are married and I want this to be a joint account. I want my wife to have equal rights on the account. To date, none of this has happened. They send me letters now telling me to call their legal department during their business hours. Those hours are the same as my hours when I am at work and I am not going to take time off just to call them. I did exactly what they said to do and now they are making it difficult. Thank you, [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I am not sure what the response to the following response to the complaint is. Furthermore, I have since moved from the [redacted] address and my mail is on hold, so I am not sure where a letter was sent addressing the complaint.
 
 
 
 
In order for the **B to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for your communication regarding [redacted]’s My [redacted] Platinum MasterCard account.  Due to privacy concerns, we are unable to release customer information to the Revdex.com.  We will respond directly to [redacted] within the next 7-10 business days.

Tell us why here...We have corresponded directly with our customer on 3/*/15. Please allow 7-10 business days for the customer to receive the letter.   If you would like to further discuss the resolution, may I suggest you contact him directly?

[redacted]
To whom it may concern;
We have diligently searched our records and have been unable to locate a Citi Prepaid Card for this customer.  We have called the provided contact number three different occassions, leaving a message each time.  Until we receive a call back...

from [redacted] we are unable to assist. 
We feel that this is not a Citi Prepaid Card product.
Please advise if additonal actions are needed on our part.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my...

complaint has NOT been resolved because:

I spoke with [redacted] from Citibank regarding my complaint to the Revdex.com.[redacted] and I discussed that I had paid my card off in full in early 2014. I explained to [redacted] I went through a divorce in 2014 and part of my decree agreement was to have all credit cards between my ex-spouse and me paid in full. A payment was made to Citibank to pay off the balance of my credit card prior to me moving out in 3/2014. At the time the card was paid in full, I requested all cards be canceled and all authorized users be removed. This was paid using a joint account, which has since been closed. My divorce was finalized in 5/2014. As the divorce was granted, all credit card accounts had been paid in full. I explained this to [redacted] and she said she has researched the account prior to our conversation and she does not show a payment was ever made nor was the account closed or authorized users removed. The call was lost; I called [redacted] back and left a message for a return call to finish our conversation. No call was received; however,  a letter was sent from Citi dated 1/**/15 indicating I am liable for all charges on the account. They have since sent this account to collections.As I explained to [redacted], my divorce was granted in 5/2014; therefore, all credit card accounts were paid in full in order for this to be signed off by the courts. I do not feel I owe anything on this card as it was paid off in early 2014. Furthermore, Citi failed to close the account and remove any authorized users from the account. Thank-you,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We previously responded to the customer on January *, 2015

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that...

my complaint has NOT been resolved because:

The company has provided no evidence showing that the rental car was in my possession at the time of the traffic citation (the car was returned before the citation occurred).  Also I contacted the Washington DC DMV (as instructed by Citi) and they confirmed that the actual fine amount for a speeding ticket 16-20mph over the limit is in fact $150.  The charge to my card was $300.  Indisputable proof that this charge is fraudulent.  The DMV directed me to the site below for this information:[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have corresponded directly with our customer via email, as requested.

Revdex.com:
What was the resolution? A phone call is not going to cut it! I have reviewed the response made by the business in reference to complaint ID [redacted],
Sincerely,
[redacted]

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have not received any documents from credit card company , she said , your purchase receepit will be mail I have not received yet and we sent you an email I asked send me proof you sent me an email I am still waiting, If they resolve the issue will be fine other wise I have to have my attorney handle it because of this two company let me down that give me mental depredation cant sleep at night.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are responding directly to [redacted] and he will receive the response via U.S. mail in 7-10 days. If you have questions or would like a copy of the response we would ask that you contact [redacted] directly for that information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined...

that my complaint has NOT been resolved because:

The company has not made an reasonable effort to determine the facts of the case as indicated in the complaint. No one has contacted the store directly to determine or even attempt to investigate the 3 breakdowns that led to the billing error and lack of payment:1.) At the store level: Customer service rep did not execute the proper return procedures and left a $12 dollar balance that was not due.2.) Online and Phone Customer Service: No attempt has been made to remove an online account that is closed from their system. A closed account from [redacted] appeared and continues to appear online adding confusion to the accounts actually due (All reasonable efforts were made to pay the bill online and via the phone prior to it showing up as a 30 day late.  [redacted] customer service determined that there was a zero balance on the account but they were looking at the old closed account, therfore no payment was able to be paid.  It was the customer who had to investigate that the account online was not reflective of a new open account. 3.) Dispute Resolution level: Despite the Good Faith Payment from the customer,  both Citi and [redacted] continue to "place blame" on the customer for an amount that was never due in the first place. This is the absolute antithesis of customer service particularly for a loyal customer since 2009. Without even attempting to investigate the facts of the case, both companies continue to unjustly enriched themselves, albeit a small amount and take the easy route of just looking at a bill due that was never paid, instead of looking at why and the breakdowns within their processes.  I am deeply dissatisfied with the effort and response. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 
 Still maintain I never received a bill nor did I ever receive a way to retrieve the so called e bills that I was supposedly getting  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Tell us why here...Good day, We will be corresponding directly with the customer as Citi has not received authorization from the customer to release information to your office.Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Citi has been unwilling to reverse the report to credit bureaus of having a payment 30 days past due.  The amount past due over 30 days was 88 cents.  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]