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I contacted Citibank Chat after their non-decision decision and the tech came back with this gem of a statement:

Generally speaking, when it comes to disputes there are a lot of laws and regulations that governs the disputes process which Citi has no choice in or control over since the disputes process is not a Citi process. Part of these rules dictates that Citi cannot force any merchant to refund anyone regardless of circumstances, override their terms and conditions, question their business practices, dictate what is and is not fair, etc.

since Citi is a bank and not a court of law or similar legal authority in such matters. The purpose of a dispute is to convince the merchants bank that you are due a refund based on the circumstances but also on the evidence. We originally gather the money that credited your account from the merchants bank, if they deny your dispute we cannot keep the funds on the account and force them to credit you.

At this point you will need to take the dispute up directly with the merchant or via legal them to credit you. At this point you will need to take legal means.ans.

User's recommendation: Citi should send the above disclosure before you begin the process.

Monetary Loss: $212.

Preferred solution: Full refund.

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