Consumer complaint received 2023-12-19
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Sub-product: Store credit 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:
On XX/XX/XXXX at XXXX a packaged for {$710.00}, I ordered with Best Buy using my Best Buy Citibank Credit Card was delivered by XXXX XXXX At the time of delivery, I was on a XXXX XXXX XXXX XXXX XXXX XXXX XXXX. That cruise was from XXXX XX/XX/XXXX. I also provided the credit card company proof of that during this dispute. I got home from the cruise on XX/XX/XXXX and did not have a text message saying a package was delivered. Which was odd because we have parcel locker boxes that XXXX and other carriers are supposed to use which stores the package in locked box and will send you a text and code to get your package. My apartment complex provides these boxes so stuff like this doesn't happen. I looked up my XXXX XXXX number and the proof of delivery photo shows it on a counter which is located downstairs in my apartment complex across from the USPS boxes. I went down there and the package was not there. Anyone who walks in this building could have taken it. Why was it not put in a parcel locker box? Why was it not delivered to my address apt door # on the shipping address? I immediately called XXXX and opened an investigation on this situation. That following Thursday XXXX called me back stating that Best Buy is the shipper and needed to call them and file a lost and stolen claim as they were at fault for not delivering the package properly. I took every step possible to try and get Best Buy to contact XXXX and do what they asked and they refused stating it was delivered properly based on proof of delivery. I have a chat log showing me telling them to contact XXXX and do that as well. Bottom line is though it wasn't delivered properly. Proper delivery would be them delivering it to my apartment door # listed on the shipping address, which the proof of delivery photo from XXXX, when you look up the tracking #, shows it was left on a counter. That is not my shipping address apartment door. So it was not delivered properly. And anyone could have taken that package, including the driver after snapping that picture based on where it was located. To top it off, I was on a cruise ship on XX/XX/XXXX. I couldn't even check then and they should have either brought it to my door listed on the shipping address or put it in a parcel locker box which would have secured the package and this would have never happened. Listen, I can't force Best Buy to call XXXX and file a lost and stolen claim like XXXX said for them to do. But it also wont let me file that claim, because best buy and XXXX have a contractual agreement and they need to be the ones to do it. So I had one last option, file a dispute with my Best Buy Credit Card who is done by Citibank. I filed this dispute with Citibank on XX/XX/XXXX after spending hours on the phone with best buy and XXXX trying to get this fixed. I just wanted my item, that I never received. But Best Buy was not doing what XXXX asked and I can't again force Best Buy to listen. So I filed this dispute with Citibank on XX/XX/XXXX for the amount of {$710.00} for not receiving the item and because it was not delivered properly. I sent Citibank tons of proof and documentation. Including a best buy chat log showing me to tell them to contact XXXX and file a lost and stolen claim, a police report, I sent them the XXXX proof of delivery photo which shows the package on a counter and not delivered properly to my apartment door etc. A few days ago Citibank closed this claim, stating Best Buy sent them proof of delivery stating they will not charge it back or refund the item and it was delivered properly. Honestly, I beyond disbelief at how this has been handled. I clearly showed Citibank proof with the proof of delivery photo from XXXX that it was not delivered to my apartment door. I sent them a police report and all this information. Why would I spend XXXX plus hours, file a police report and go through all this if I had the package? I was on a cruise ship when it was delivered and where it was delivered was in an open area downstairs in my complex. not a parcel locker box which we have here which would have secured it, not my actual apartment door which is listed on the shipping address. Also the item is {$710.00} how come they didnt ask for signature or put it at a XXXX drop off location if they had issue or because of the value of the item. I am filing this against, Citibank for denying my claim and accepting what best buy said when its not even valid especially with all the proof I provided. If I am not refunded, I will be seeking legal action. Also I have a XXXX credit score, I have never been late on any payments and I have no debt. So I am extremely upset at Citibanks handling on this. I should not have to pay for item that was not properly delivered and was stolen.

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