Citi never supports me as their customer in disputes. Simply put, I purchased theater tickets in October 2019, and the terms were that I would be refunded if the event was canceled. The event was canceled on March 13, 2020. I received an email from the merchant that I would receive a refund in 2-4 weeks. 5 weeks later, I had no refund and called the merchant, only to hear generic information such as "it should be to you any day now, we requested it over a month ago" and when pressed they repeatedly said "please don't dispute the charge with your credit card company". I immediately disputed the charge with Citi. Within a week, the merchant stated no refund would be forthcoming, and instead I would receive 120% of the purchase price on any new ticket within 12 months. I do not want that credit and the merchant would not change. I provided in my dispute with Citi, the original purchase terms, a copy of the email stating that I would receive a refund, and finally a copy of what the merchant stated was their NEW terms and conditions implemented AFTER Covid, and AFTER the event was canceled. In any legal proceeding or contract law 101, both parties to an agreement must abide by the terms and conditions agreed to at the time of signing. Neither party may change these terms unilaterally. That is exactly what the merchant is doing. I am now in my 3rd round of dispute with Citi, and they continue to look at the NEW terms and conditions and point out that it states no refunds will be issued. I am not sure if they cannot read or simply gloss over the facts, but it is the 2nd time in my experience that Citi has failed to back me on items purchased and never received. I will be canceling this card, never to do business with Citi again.
I have had the same experience. Citibank did get the money from the vendor from the dispute; a total of $26,000 for a trip not taken and they have not returned the money to me. Over several months I have been working the credit down, but this is terrible behavior from a supposedly reputable bank. They have collected monies owed to me and are just holding it. Apparently they needed an interest free loan and took it without asking my permission. Shame on them. I also get a story that I will get a check in 5 to 10 business days, but those days never arrive.