Consumer complaint received 2020-12-20
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:
Hi, I chatted with XXXX about how to send info for a dispute I opened. I purchased a product ( a wig ) from the seller below, XXXX XXXX XXXX on XX/XX/2020 XXXX FYI - correspondence between the seller and I go back to XX/XX/2020 to inquire about the product ). I was told to place a 50 % deposit and that the remaining will be due when the product is complete and I will be provided shipping and tracking. The deposit was not specified as non refundable at the time of inquiry or even afterwards when I reached out multiple times and got the runaround. I was also told that I would receive status updates on the product, which hasnt been fulfilled. Ive had to reach out for communication with the seller, which is something I shouldnt have to do. 

I was told that the time to take to complete the product would be 2-3 weeks from when I placed the order, which would place the completion date on XX/XX/2020. When I reached out on the 3rd week, I was told an item that is required to complete the product just arrived and that my product would be ready for delivery the next week XXXX XX/XX/2020 ). I reached out on the 4th week inquiring about the status and she said it wasnt ready, providing another excuse. She said it would be ready with shipment and tracking information available on the following Tuesday ( today, XX/XX/XXXX ). It is now Tuesday, XX/XX/XXXX, one week from our last communication, and I have not received an update on the status of the product, as she said she would provide ( she lied ) ; she has not reached out to ask about the shipping address. From the images youll see the full price and how much I paid as a refundable deposit that I need returned. 

I placed a $ XXXX+fees, making the total {$330.00}, via XXXX. The deposit I paid was not specified as non refundable via text/phone or anywhere on her business pages. I decided to open a dispute to have the money returned. I have not received the item and it hasnt been shipped, as she doesnt even have the info to ship it. 

The communication from the first time I inquired about the product, until now, is below. Her business website is not functional. She does have an active social media presence and her XXXX business page is active. 

Im just wanting a refund, since the product has not been shipped as its not even complete. I will not be at my location to receive the product, even if she were to obtain my address and mail it. At this point were going into week 7-8 from the time I placed the order and week 4-5 from after the initial timeline she provided of 2-4 weeks. 

On XX/XX/2020, Citibank ruled in favor of the merchant, which is absurd, considering that I have the invoice from the merchant, already paid {$330.00} deposit to the merchant, and I havent even received the 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