Consumer complaint received 2024-02-06
Company: CITIBANK, N.A.
State: MD
Product: Credit 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:
XXXXpurchased a necklace in XXXX XXXX for XXXX. We were told the necklace was an XXXX diamond, total 1.34 carats in 14karat white gold. We were provided with an appraisal from the merchant. 

XXXX-Upon returning home to Maryland, we had our local Jeweler look at the necklace and were informed that the necklace " wasn't even worth the cost of an appraisal. '' XXXX-Dispute for fraudulent goods initiated with citibank, credit for XXXX issued to our account. 

XXXXReceived communication from Citi that the merchart said the item was " as described '' and credit was reversed ( XXXX ). 

Phone Call-guidance to obtain appraisal to continue dispute. 

XXXX-Letter from Citi stating they closed the investigation and we needed to sign and send back if we wanted to continue the dispute. Letter signed and sent back, to continue dispute ( dated XX/XX/23 ). 

XXXX-email to citi with supporting documentation, including appraisal, which was completed at local jeweler, at the request of Citi. 

Email content : " I am attaching two files to this email. One file contains the letter from Citi concerning the dispute, which I have signed to indicate I wish to continue the dispute. The other email has three pages, a copy of the original document given to us by the merchant, a copy of the appraisal done by a local jeweler in XXXX, MD, and a copy of the receipt for payment for the appraisal. 

We purchased this necklace during a trip to XXXX this summer. The jewelry shop was recommended to us by a tour guide that we used on a day trip to XXXX. The price noted on the paper from the jewelers, {$980.00} was what we were told they were charging us, but with the exchange rate they used, it ended up being a charge on the credit card of {$1000.00}. Shortly after returning from our trip, we took the necklace into a jeweler to get it appraised. They told us that it wasn't worth the money, as just an initial test told them it was definitely not a diamond, and not likely work anything significant. At that time we filed the claim and disputed the charge. We received the letter that the merchant had replied to the dispute that the necklace was delivered as described, which you can see from their documentation, and our appraisal, that is not the case. I have not seen any documentation from the merchant, other than the statement on the form I signed. I have included the receipt for our appraisal to note that we did have to pay {$100.00} out of our own pocket to prove this fraud. I am writing this email to state that I disagree with the decision of Citi to close the investigation, and ask that they review our documentation and reinstate the credit for this item. Please let me know if you have any questions. '' XXXXemail from Citi stating they received additional documentation XXXX 

XXXX-communication from Citi that they did not receive valid proof of credit slip, investigation closed. 

Phone call made by us requesting reevaluation of dispute, as appraisal was submitted by deadline, per Citi request. 

XXXX-letter from Citi stating the time frame to resolved a dispute is passed and they they can't require the merchant to issue credit and that the dispute is closed. 

Phone call by us again requesting to re-evaluate as we provided all documentation proving that jewelry was counterfeit, as requested by Citi and by the deadlines requested. We were told they made a note on the dispute and would re-evaluate. 

XXXXletter from Citi that investigation remains closed, that we needed to supply a response to the merchant 's rebuttal within the specified time frame ( which we did ). 

Further phone communication that they would re-evaluate as they acknowledged that all supporting documentation was received by Citi by the requested deadlines. 

XXXX-Letter from Citi that they can not resolve the dispute with the merchant 's bank, the merchant is unwilling to provide a credit and the investigation remains closed. ( no longer making a claim that we missed a deadline ) XXXXPhone conversation with Citi, Supervisor named XXXX. We again reiterated that we provided all necessary documentation by the deadlines and that the item purchased was counterfeit, which the Citi representative agreed with. She offered us a " courtesy credit '' of {$170.00} and XXXX miles. She said Citi could not make the merchant issue a refund. We responded that it was not adequate, as the fraudulent purchase was XXXX and we also incurred an additional {$100.00} in cost for the appraisal, at the request of Citi. 
I referenced the Fair Credit Billing Act, which requires a credit card company to complete an investigation on fraudulent activity, which includes counterfeit items. Even though the Citi representative acknowledged that the jewelry was counterfeit, she said they couldn't do anything other than the " courtesy credit '' and the XXXX miles. I requested to speak with her supervisor and she informed me that she was the highest supervisor that I could speak with. I asked how I could escalate this dispute and she did not provide me with any other avenue to pursue. I informed her that we would be filing complaints with the XXXX  and the FTC ( CFPB ).

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