Charles sent a message to Ajaypal Singh Banga – President and Chief Executive Officer of MasterCard – Email Address that said:
Dear Mr. Banga,
It is a pleasure to meet you, and I must humbly apologize for trying to contact you in this manner but I find myself with no where to turn at either Citi Bank, or your Mastercard Headquarters regarding an ongoing dispute with a vendor from which I purchased an appliance. I have a written document from the vendor where they have agreed to refund my purchase prices, I returned the merchandise to the vendor, I have receipt of their acceptance of the return, and I've forwarded all of this and more to Citi Card, and notified your MasterCard HQ (contact Tambra), but despite the formal written refund agreement from the Vendor, Citi Card and Mastercard refuses to refund my money. This has been an ongoing dispute for over two months now, and there is no hope that I can see for resolution.
I'm an Engineer with significant 6-Sigma experience, Process and New product development, and can see the problems within both Citi Card and Mastercard in your operations that are causing the problem. That said everyone I talk with says they cannot do anything. There seems to be an incomplete process withing CitiCard and MasterCard that allows payment transactions to be coordinated via Paypal without the consent or knowledge of the purchaser, and when a refund is issued back to Paypal there is no mechanism in place to replay the customer who deserves the refund.
I am dismayed at the lack of boundaryles behavior by all employees I've contacted at all locations, and furture disheartened by the lack of common sense, whereby both companies are spending 40-60 hours on a $339.99 refund that now has cost CitiCard and Mastercard $2,000 to $3,000 dollars in customer service, and management telephone calls and investigations whereby Citicard acknowledges receipt of the refund agreement by the vendor, as well as receipt of the damaged product (caused by a Fed-X Truck accident en route to my home).
Is there anyone with whom I might talk to resolve this never ending problem? I am trying to resolve this between Oncology visits, and this is very draining not to mention creating a cash flow problem for me. My income is limited since I am disabled, and would like to get my refund.
I've gone up and down the CitiCard hierarchy, and I am told that it is MasterCard that is the root of the hold up, and your employee Tambra seems to agree somewhat but cannot provide me with any next steps for resolution.
Feel free to contact me
Sincerely,
Charles
