Consumer complaint received 2019-02-08
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid 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:
XX/XX/XXXX, I purchased some items at XXXX in the amount of XXXX, however, when I was leaving I saw that they had not given me my items in my bag. I went to ask where my items were, but no one seemed to know. I called XXXX and told them that I did not receive the items that I had paid for. XXXX said then we will file a dispute for fraud and re-issue you a new card. I did not understand the reason for that but I went with the process. They gave a temporary credit on XX/XX/XXXX. In my XXXX statement around XX/XX/XXXX, they took that credit back and now my account 's balance was XXXX. I called to ask what happened and they said the fraud status had not been approved and that these were valid charges. I told them over the phone that all I had asked for was a refund of the money because I did not get items that I had purchased. They said they will re-open the claim and look into it. From then on, I heard nothing. 

Alongside this issue, I made a few purchases in XXXX : XX/XX/XXXX, I purchased items for {$84.00} XX/XX/XXXX, I purchased items for {$200.00} XX/XX/XXXX, I purchased items for {$400.00} XX/XX/XXXX, I purchased items for {$350.00} XX/XX/XXXX, I went to XXXX XXXX XXXX in XXXX, Tx and returned all of my items that I had bought from XX/XX/XXXX-XX/XX/XXXX as listed above. Most, if not all the items were still in the box in their original packaging, never have been worn or touched. They were all suits. I made 2 returns that day because I couldn't carry all the items in my hand at one time. The first time I went into XXXX I returned some items. Then I went back to my car and grabbed the rest and returned those. Because of some customer lines, I went to two different checkout stations. After I returned it all, I left the store. Few weeks later, I check my statements to see that I owe XXXX. I was wondering why and went through my account to see they had never refunded my money for that XX/XX/XXXX purchase. I called XXXX   to see what was going on because this was ridiculous. The lady on the phone had quite the nerve to tell me that I don't have proof that I returned the items. I asked her, how do i show proof? I returned all the items that day. I was refunded XXXX on XX/XX/XXXX for the XXXX & XXXX charges. I was also refunded XXXX for the XX/XX/XXXX purchases. I just never received my money back for the XXXX. She told me that I should have kept my receipt to show that I returned my items. I was dumbfounded. I did get receipts of refund, but no one ever should have to keep their receipts to show that they returned items? People only keep receipts to show that they bought items. This was really frustrating. The lady said for me to go back to the XXXX and figure it out. I was furious and asked for the supervisor and for this to be escalated. Unfortunately XXXX XXXX   customer service has been very rude and dodgy that this is taking a while. I claimed fraud through my bank already because XXXX is not refunding my XXXX + the XXXX from 6 months ago. I have {$740.00} tied up because of system errors and a lack of customer service. I am very disappointed in XXXX. I have been a long time customer and card holder and have made so many purchases in the past. I never want to purchase anything else from XXXX now. This is theft!

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