Consumer complaint received 2020-07-10
Company: CITIBANK, N.A.
State: AZ
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:
On XX/XX/2020 I purchased an item on-line from a merchant ( XXXX  XXXX XXXX ) using my Citibank credit card in the amount of {$270.00}. This item was shipped to me and received on XX/XX/2020 ; however, it did not meet my needs so I contacted the merchant on XX/XX/2020 to return it. The merchant did not respond so I contacted Citibank and filed a dispute and Citibank issued a conditional credit to my account. 

On XX/XX/2020 the merchant responded to me and provided a shipping label with return instructions. Therefore, I cancelled my dispute with Citibank and they reversed the credit to my account. On XX/XX/2020 I returned the unused item in it's original condition and packaging to the merchant via XXXX and received confirmation that the item was delivered to the merchant on XX/XX/2020. 

On XX/XX/2020 I contacted the merchant because a credit had not been issued to me for return of the item. I received no response from the merchant and, therefore, contacted Citibank on XX/XX/2020 asking for my dispute to be reopened. On XX/XX/2020 I received a response from the merchant indicating the item was currently in queue waiting for returns inspection. ( Please note in spite of my repeated future attempts to contact the merchant, this would be their only and final effort to contact me. ) On XX/XX/2020 Citibank contacted me indicating my dispute had been reopened and issued me a conditional credit and asked me to provide additional information. On XX/XX/2020 I sent 17 pages of documentation to Citibank regarding the purchase and return of this merchandise, including attempts to contact the merchant. On XX/XX/2020 I received another request from Citibank asking for additional information which I provided to them on XX/XX/2020. On XX/XX/2020, Citibank sent me a letter indicating they had completed their investigation and based on the information they had, it was not enough for them to rule in my favor and they denied the dispute and reserved the conditional credit to my account. On XX/XX/2020 I contacted Citibank asking for specifics as to why my dispute was denied considering the merchant was now in possession of the merchandise and my money. The agent could not answer and indicated an investigator would contact me ( which never happened. ) On this same date, XX/XX/2020 I resent all my documentation regarding this purchase to Citibank again. 

On XX/XX/2020 Citibank contacted me and indicated they had received my information and would review it and notify me. On XX/XX/2020 Citibank requested additional information from me and I provided it to them on XX/XX/2020. On XX/XX/2020 I contacted Citibank to ask about the status of my dispute and received no response. 

On XX/XX/2020 I reviewed my dispute in my Citibank account and noted the dispute was still pending awaiting additional information required from me. However, the additional information required was the same documentation I provided to them on XX/XX/2020 ; therefore, I contacted Citibank to explain this and the agent indicated a new request for information was being mailed to me and would also be downloaded to my account with 24-48 hours. ( This new information request was never received by me or downloaded to my account. ) The agent also provided me with a telephone number to call the Citibank Dispute Center. ( Note : I have attempted to call this number numerous times and the office is always closed. ) On XX/XX/2020 I contacted Citibank again to inquire about the status of my dispute and the agent told me the same information I was provided when I contacted them on XX/XX/2020. She was unable to offer an explanation other than to keep waiting for the letter to show up or for a downloaded document to appear in my account. 

On XX/XX/2020 I tried to call the Citibank Dispute Center once again during their business hours and received the same recording that the office is closed. 

I have no other recourse at this time. I've complied with all return requirements and have provided documented proof. The merchant has the returned merchandise and my money and Citibank will not support me in obtaining a credit. This is fraud. 

Please note I have all proof to provide ; however, file was too large to attach.

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 non-monetary relief