Consumer complaint received 2017-04-03
Company: CITIBANK, N.A.
State: NH
Product: Credit card
Issue: Arbitration

Complaint:
On XX/XX/XXXX I contacted XXXX, TX XXXX at approximately XXXX which Texas is behind me I believe 2 hours or so. I spoke with XXXX about an XXXX XXXX XXXX. 

Order of process : XX/XX/XXXX XXXX agreed to {$650.00} for XXXX liter with XXXX miles and {$200.00} for shipping totaling {$850.00} paid by Credit Card Citi XXXX Should either be shipped out Friday the XXXX or Monday the XX/XX/XXXX. Currently waiting for email reply with receipt and bol or tracking number. 

By XX/XX/XXXX I still had not received any confirmation email of any kind. No receipt, tracking or BOL. So I tried to call XXXX and on the other end a greeting asking you to enter the parties extension, no company greeting like welcome to XXXX just a generic recording to enter an extension. I tried for a few hours and at that point realized that there was no way for me to get in touch with this company. 

I then contacted Citi Bank XXXX and open a dispute and closed out that account. I told them the same story and the investigation went on for 3 months and twice Citi reversed the charge back to me. I would contact them and they would then reopen the case. Now they say that they have exhausted their efforts and the merchant states that I refused the engine. Not true the dispute opened on XX/XX/XXXX and without my knowledge tried to deliver the engine on a tractor trailer without a lift gate to my mechanic. At this point the order from XX/XX/XXXX had already been in dispute 6 - 7 days. So no, the engine was refused for two reasons 1. disputed 2. no lift gate either way this was a mutt point. 

The merchant ( XXXX ) was suppose to email me a receipt and tracking information, which they never did. They were also suppose to make sure the truck delivering it had a lift gate since the shop it was going to did not have a fork lift. Since I never received and email correspondence even though I did email them in the beginning and they did get it and it never bounced back so you know they had the email address 1. I gave it to XXXX and 2. I emailed him asking for a picture. 
XX/XX/XXXX five days go by and no email confirmation. So on the XX/XX/XXXX I opened a case against XXXX and closed my account and was reissued a new credit card with a new number. 

XX/XX/XXXX I received a voicemail from the shop where the engine was suppose to be delivered to stating that there was an engine on a tractor trailer without a lift gate for me and he had thought I had already canceled this and even if I had not he had no way of getting it off the truck ( no lift gate ). 

Now the credit card company CiTi Bank says that I refused it and that is why they are charging it back to me. Not true, dispute was started 6 or 7 days before they tried to deliver it. It 's not my fault that I could not get in touch with via phone since their phone only had a recording to enter an extension?? 

This is an {$850.00} charge and Citi Bank does not seem to care that they are making me pay for something I never received.

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 monetary relief