Consumer complaint received 2023-05-25
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Merchant Name : XXXX XXXX XXXX XXXX, http : XXXX Credit Card Company : Citi card XXXX XXXX  : - I ordered ( order # XXXX ) wall panel product for my home office improvement from the Merchants website. The Merchant sent me fake/invalid XXXX tracking numbers. Here are the fake/invalid XXXX tracking numbers : XXXX, XXXX, XXXX, XXXX, XXXX. 

- When I told the Merchant that I would report this to the police, the Merchant sent me fake phone number to call them back. Here is their fake phone number : ( XXXX ) XXXX. 

- When I filed a dispute with my Credit Card Company, the Merchant disputed back by submitting XXXX tracking number which shipped to a difference address ( not to my address ). The XXXX tracking number shown to be delivered to address in XXXX, New Jersey. I am in XXXX, California. In the XXXX XXXX XXXX XXXX, it also shows the order number that is not mine. Here is the wrong XXXX XXXXXXXX and order number # XXXX - I kept telling Citi card dispute rep that the XXXX tracking number was not shipped to my address, but the Citi card refused to do the investigation work, and no refund credited to me to this day. 


THE DETAILS On XX/XX/2023 - I ordered 5 boxes of wall panels from https : XXXX for my home office improvement using my Citi Premier credit card, worth {$810.00} total. On that same day, the Merchant ( XXXX XXXX XXXX  ) sent me two separated automated emails, one email contained my order information and one email contained XXXX tracking numbers ( there are 5 XXXX tracking numbers XXXX so Id assume each XXXX tracking number is for each box of the wood panels ) From XX/XX/XXXX - XX/XX/2023 - Ive been keeping an eye on the XXXX tracking numbers XXXX but two days, three days, four days later, the tracking numbers never get updated. They still show The delivery date will be provided as soon as possible. I grew concerned whether Im buying products from a legit business or not. So I emailed the Merchant asking for my order status, but no response. I sent a messenger to the Merchants XXXX for which I first learnt about their products advertisement, still no response. 

On XX/XX/2023 - I filed a dispute with my Cit Premier credit card, because ( 1 ) the XXXX tracking numbers were still showing The delivery date will be provided as soon as possible. in fact, the XXXX tracking numbers still show this same message as of this writing and ( 2 ) there were no response to my inquiries from the Merchant. I also sent an email to the Merchant requesting to cancel my order and get my refund back, stating my concerns above. 

On XX/XX/2023 - the Merchant, for the first time, replied back to my email saying that my order was being shipped via XXXX  but provided no XXXX tracking number. I replied to the email and again requested to cancel my order. 

On XX/XX/2023 - XXXX delivered SOMETHING to me, but since I dont have or expect any XXXX tracking number from the Merchant I refused to accept the delivery and asked the XXXX  to return the product back to the sender. 

During the dispute, Citi card forwarded me a letter, which appeared bo be sent as evidence from the Merchant. The letter claimed that the product had been shipped to my home address in XXXX, California. In that letter, it included XXXX tracking number that was the first time I got to have the XXXX tracking number. However, when I retrieved the tracking number via XXXX, it shown that it was delivered to XXXX, New Jersey, to a difference customer. More over, in the Proof of Delivery, which I also retrieved from XXXX, it shown a difference order number that is not mine, that order number might be belong to other customer. 

Since I filed the dispute with Citi card on XX/XX/XXXX, I called the merchant MANY times, and only a few times that they picked up my call, but refused to refund my money back. It's been 5 months now and the dispute case with Citi card is still pending today. I have no other options but to file this complaint. Please help, I am being scammed by this company.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation