Consumer complaint received 2020-02-15
Company: CITIBANK, N.A.
State: KS
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:
This is regarding dispute numbers XXXX and XXXX. The purchases were from Home Depot. 

Dispute XXXX was originally for {$160.00} and {$82.00} was disputed. It doesnt list the dispute date on my dispute history but does list when it was resolved in my favor which was XX/XX/2019. Citibank issued me a credit, then a conditional credit, then a permanent credit with no additional documentation required. The dispute was over XXXX seed that failed to properly germinate and the store refused to take the item back. Despite honoring the dispute in my favor, Citibank also paid the merchant, because they stated it was a valid purchase and it did not meet their return policy even though the webpage for XXXX seed contradicts their store return policy. The manager at the Home Depot states Citibank originally approved my dispute and Home Depot appealed it, so they were eventually paid. At no time did Citibank ask me for supporting documentation for my side of the story. I would have happily provided them with the website information or I would have taken it up with Home Depots home office through the XXXX. 

Dispute XXXX was originally for {$10.00} on XX/XX/2019. The item was disputed on XX/XX/2019 for {$10.00}. Citibank issued me a credit, then a conditional credit, then a permanent credit with no additional documentation required. The history shows resolved on XX/XX/2019. The dispute was over two bags of lime : one bag was damaged by water and the other bag was torn and leaked all over my car. I called the store to complain when I arrived home and discovered the problem. I returned the item, but they failed to properly process the return to my credit card. Despite honoring the dispute in my favor, Citibank also paid the merchant, because they stated the item was never returned. XXXX in the executive office at Citibank stated the lime bags were not damaged, the lime did not leak in my car, and I did not try to call the store. The manager of the Home Depot states they would never make these allegations, so XXXX was just making non-objective and accusatory accusations. Citibank records calls for quality assurance, so they will have a recorded copy of the phone call. I am asking that the CFPB ask for a copy of the recorded conversation. The only paperwork according to the store manager that is seen during the dispute process is what their home office sends them ; a signed receipt and the reason for the dispute. Then, they validate whether they believe it is a valid charge. At no time did Citibank ask me for supporting documentation for my side of the story. I would have happily provided them with what they needed to resolve the dispute or I would have taken it up with Home Depots home office through the XXXX in order to resolve it on my own. Obviously, well outside of the 60-90 day dispute period, I would not still have possession of the receipt. I believed Citibank resolved it in my favor, believing the store supported the claim that the item was returned. 

I have been working with a rep through the XXXX ; they have offered to refund the seed and the lime based on the documentation I provided to the store. They are refunding it to my Citibank account. Despite acknowledgement that the website is indeed wrong and that the lime should have been properly refunded ( e-mail correspondence ), they required me to sign an accommodation agreement before they would refund the amounts to my credit card. This includes waiving the right to litigate for how this was transacted. While part of this is on Home Depot, Citibank clearly had an obligation to investigate this properly and to ask me for supporting documentation. Asking me for these documents would have avoided this entire problem. I wouldnt have needed to sign an agreement under duress just to prove to Citibank that the refunds/disputes should have been properly handled. Obviously, taking a gift certificate from Home Depot would have been of no use. 

I am also asking that Citibank send me the full dispute history on these disputes including the merchants response. I have been e-mailing billing disputes about these charges since the XX/XX/XXXX, but I dont think I have previously requested these documents. 

I am attaching the following documents for the CFPBs records : The XXXX Home Depot PDF file, an e-mail conversation history with the Home Depots rep, copies of e-mails to billing disputes, copies of the dispute summary, and dispute letter showing one of the credits was permanent. Most of my other dispute letters have disappeared from the Notices and Letters page of their website.

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