I had a Citi Card XXXX account the balance for which I have always paid by the due date. On XXXX XXXX, XXXX, I received an urgent call and text message about a possible security breach on the account. I called the customer service office and was informed of XXXX charges on the account ( XXXX from the same company ) for purchases I had not made. When I confirmed that these charges were not mine, the customer service representative told me that Citi Card was closing my account. I objected arguing that this action would cause significant problems because of my automatic payment creditors. But the customer service representative would not budge. I then asked to speak to a supervisor and was transferred to XXXX. As I had told the previous customer service representative, I told XXXX I check my account every week so I could quickly inform them of any security breach. But he said the company policy required the closing of the account. And again, XXXX refused to reconsider his decision when I complained about the automatic payments. When XXXX would not change the decision, I asked for a refund of the remaining portion of my annual membership fee. XXXX explicitly told me I would receive a refund of that amount. 
Citi Card closed my account on XXXX XXXX, XXXX but never refunded my membership fee. 
I, then, engaged in a lengthy back-and-forth with the Customer Service Department at Citi Cards. At first, the representatives simply ignored my complaint. Then I received a response that my request was untimely because refunds were only possible within 30 days from the mailing of the statement with that charge. ( I was charged {$95.00} on XXXX XXXX, XXXX ). When I reiterated that Citi Card 's supervisor XXXX had told me the unused portion of the fee would be reimbursed, I received a message apologizing for the " incorrect information you received. '' Then, when I asked if Citi Cards was acknowledging that XXXX had made a misrepresentation, I received a message from XXXX, a senior account specialist, who asserted that " Our records do not show that you were advised that the membership fee would be credited. '' 
