Consumer complaint received 2023-05-31
Company: CITIBANK, N.A.
State: TX
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:
My wife and I ordered a dining room table and eight all wood chairs from XXXX XXXX in XXXX Texas, the Merchant on XX/XX/XXXX for {$2600.00}. At the time the order was placed, XXXX of the balance due was paid with with our Citi credit card. Approximately XXXX week later, XXXX requested the remainder of the balance with the promise to deliver the table and chairs prior to XXXX. We paid the balance of the order on XX/XX/XXXX. XXXX XXXX did not deliver the products on time. XXXX said that the table and chairs would be available the first week of XXXX. On XX/XX/XXXX we drove to XXXX XXXX in XXXX to pickup our table and chairs. When we arrived, only the table was ready and Merchant said the chairs would be ready and would be delivered to our home within a week. After numerous text messages, Merchant delivered incorrect chairs on XX/XX/XXXX with the promise to return in a couple of weeks with the correct all wood chairs. After multiple promises to deliver the correct chairs, the correct chairs were not and to this day have not been delivered. Merchant has refused to pickup the incorrect chairs. 

Since we did receive the correct table, on XX/XX/XXXX we disputed the cost of the chairs, {$480.00}. On XX/XX/XXXX we received a response from Citi Bank denying our dispute based on information provide by Merchant and his bank, XXXX. The information from XXXX included with the letter in no way addressed the matter at dispute, that the incorrect product was delivered. In Citi 's XX/XX/XXXX letter, they requested confirmation that we have not received the correct product. On XX/XX/XXXX, I provided this information to Citi and included a text message exchange with XXXX of XXXX XXXX indicating that he agreed that he had not delivered the correct chairs and that he did not intend on taking return of the incorrect chairs. 

On XX/XX/XXXX, Citi requested documentation of the product ordered and the incorrect product and again requested proof of return. On XX/XX/XXXX, I provided a copy of the sales receipt showing all wood chairs were ordered, a picture of the chairs ordered and a picture of the chairs delivered. I further referred Citi to the text where merchant had refused to take the return. 

On XX/XX/XXXX, Citi again denied my dispute because they had not received proof of return. On XX/XX/XXXX, I called Citi to explain that Merchant has refused to take the returns and followed up with an email the following day. 

On XX/XX/XXXX, Citi again denied my dispute. 

In summary, we did not receive the chairs that we ordered, and we contacted XXXX XXXX numerous times to correct the issue. When the cost of the chairs were disputed, Citi Bank denied our return based on the fact that we have not returned the incorrect chairs even though Merchant has, in writing, refused to take the incorrect product.

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