Consumer complaint received 2021-02-04
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Issue with CITIBANK & XXXX On XX/XX/2020 I purchased from a company by payment of XXXX called XXXX  XXXX XXXX in XXXX, XXXX. Upon receiving the items I was unhappy with the quality and expressed this to seller. After a brief conversation the seller agreed to returning the product and giving me a full refund once theyve received the product. I was given the seller companys XXXX account information to send the items from XXXX, NY back to XXXX, XXXX. I also paid the seller an extra {$45.00} to send the items back as requested by the seller. 

Once the product was sent the seller stopped responding to me. The items were returned on XX/XX/2020. The seller received and signed for the package on XX/XX/2020 by thename XXXX. As of today it has come to my attention that Citi bank has closed the case in favor of the seller after Ive filed a dispute with Citi Bank against this transaction and attaching documents to support my case. 

Upon receiving my dispute denial letter for my case of items that were returned on XX/XX/2020 to XXXX XXXX XXXX. The seller claimed the issue for not refunding me would be because I sent back a package of used hair and that I did not send their goods back. The product was delivered to me on XX/XX/2020. I immediately contacted them on XX/XX/2020 about a quality issue and returned it on XX/XX/2020. In the space of time how could 9 items, which the invoice states that were sent to me are used in that space of time? It is completely impossible for me to use 9 pieces of hairpieces in 3 days. Lets not forget that there is also a 12-hour time difference between XXXX XXXX XXXX & XXXX leaving a 12-hour time barrier between the seller and I. In conversations with the seller on XXXX I showed the hair was shedding excessively they also asked me to make videos of me brushing though the hair, which I also have proof of. The seller is being dishonest and a decision of me receiving my money back should be determined on onlypurely facts. The facts that Ive provided shows that Ive returned the products as required from me. How can Citi bank determine the quality of what I sent back to the client without being present when I received the product and when they received the product as well? The decision of me being denied my money is based of an opinion, an untrue one at that. If the hair was used how is it possible that I received it on XX/XX/2020, notified them on XX/XX/2020 ( one day later ) made attempts to return the hair up until XX/XX/2020 when it was finally in the possession of XXXX and shipped. How is it possible that there were issues with the package yet with XXXX has no claims or disputes on file for the items? It is unacceptable that Citi Bank can make a return payment decision based on an opinion with no undeniable proof behind it. My only job was to return the products, which I did, and have provided documents of which I did. Yet at the end I have no product or returned payment. Citi Bank can not determine what quality was sent or received but what you can determine is that the items where documented as sent. If the seller indeed had issues with the product why was I never contacted on the quality issue? Why didnt they ever respond to me regarding the arrival of the product? If they indeed opened the package when XXXX was there why did they sign for it instead of refusing damaged goods or good that werent their own? This situation needs to be properly rectified by my bank. I will attach documentation to support my case. This is all completely wrong. 


I dont understand the decision of paying the seller {$1100.00} when the item has been in their possession since XX/XX/2020. Once again the item is no longer in my possession and is now in the original sellers possession. How can I pay for a product I no longer have. Ive been a Citi bank customer for a while and very disappointed by this decision. It is indeed the wrong decision and all the documentation I am sending will support that it is clear that I dont have the product so I am owed a refund as promised by the seller. I would appreciate a full refund for product I NO LONGER HAVE and was instructed to return by the seller XXXX  XXXX XXXX. If this can not be properly rectified I will be filing a complaint. 

The documents Ill be providing are the following : 1. XXXX office receipt 2. Commercial Invoice 3. XXXX  delivery confirmation notice 4. XXXX Tracking number XXXX 5. XXXX conversations between the seller and I ( my responses are in green and XXXX XXXX XXXX responses are in white ). 

For investigation purposes I will also add my XXXX case information below : Dispute Case ID : XXXX Transaction ID : XXXX

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