Consumer complaint received 2019-07-26
Company: CITIBANK, N.A.
State: MD
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:
CITI BANK Dispute Reference # : XXXX Please review the attached file. 

Good morning. On XX/XX/2019, I made a purchase on XXXX. I used my Citi Bank Platinum credit card to make the purchase. The item was shipped by a third-party merchant, using the services of XXXX. The item was shipped in my sibling 's name because he would be home if the package were delivered in normal business hours. It so happened that I was home from work on XX/XX/2019, when the package was delivered. My brother signed for the package in my presence and the delivery personnel left. We opened the package almost immediately and found the content empty. I rushed out to see the XXXX personnel but he was already gone. I called XXXX on the same day, XX/XX/2019, and the agent promised that they would amicably resolve it by commencing an AZ investigation. They emailed the merchant and the merchant responded in a few days. The individual was of no assistance whatsoever and told me that the package should not have been signed for if it were empty. Mind you ; there was no way to have learned of the content of the package unless it was opened. Basically, that was it with them. I called XXXX again and they promised me that they would take care of it and I would see the credit appear on my credit card within a few days. When it did not happen, I called them back and then later that day I received an email from them that they would not do anything about it and it is closed. My other option was to reach out to Citi Bank as they issued the credit card. 

On XX/XX/2019, I reached out to Citi Bank and detailed all of what I said in the preceding paragraph- just everything. They told me that they gave the merchant until XX/XX/2019, to respond. On XX/XX/2019, I received an email from Citi Bank, asking me to sign a document and send it back to them. It happened that I was at the airport traveling overseas ( as I am XXXX ) and I could not respond to them within the stated time. When I spoke to Citi Bank, I told them, the information they are requesting was information I already provided over the phone with the representative who documented the complaint. On XX/XX/2019, I spoke with a rep at Citi Bank who asked me to write a letter and explain what happened. I told her I did that the very first time and she told me that the representative who initially took commenced the dispute did not put all of what I told him in the system. I complied and sent the information ( email between myself, XXXX and the third party merchant ) the next day, XX/XX/2019, via fax. I have attached the document which I faxed over to them. 

On XX/XX/2019, I received an email from them ( Citi Bank ) which told me that I did not respond to them in the required time ( XX/XX/2019 ). I reached out to them again ( via chat ). I told them I provided nothing new because all of that information was already in the dispute to substantiate my claim from the get-go. They told me that I could restart the claim by calling XXXX. When I called them on XX/XX/2019, they told me that the time has passed because I did not respond in time. I asked them how many days do I get to respond usually and the agent said " 45 days. '' I told her XX/XX/XXXX-XX/XX/XXXX is not 45 days. She started to get confused and did not know what to say. She promised to send a request to reopen the dispute and I should hear from them in 10 business days. All they are doing is push me around to frustrate not. None of them is willing to remedy the situation. I am asking you to assist. Thank you very much.

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