Consumer complaint received 2019-11-11
Company: CITIBANK, N.A.
State: CA
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:
To CFPB : My name is XXXX XXXX XXXX. I am contacting you in regard to a billing dispute with Citibank, Card ending in XXXX _ _ _ _. 
On XX/XX/2019, I made a {$2600.00} purchase from " XXXX XXXX  ''. Following extreme problems with the purchase, I contacted the Seller and Citibank. After several Correspondence with Citibank, I was instructed to Return the birds to the Merchant. Following instructions, I Returned the birds to the Merchant on XX/XX/2019. Following that I was issued a credit of {$2600.00}. 

Recently that decision was overturned and Citibank informed me that they Reverse their Decision and Returned the Charges back to my Account. The following explanation will describe in detail, the events from date of purchase until the present : On XX/XX/2019 I purchased a pair of Misrepresented Caique Parrots. The purchase was made at the XXXX XXXX XXXX XXXX from " XXXX XXXX ''. 
They were sold to me as a " bonded pair ''. 

In reality the birds turned out to be wild, aggressive and extremely noisy. I received a complaint from a neighbor and on that first day I was attacked in the face by one of the birds. ( note : I have had many years of experience with parrots. ) I could tell immediately that my purchase turned out to be a Misrepresentation. 
I contacted the seller and Citibank. In order to have a Resolution, Citibank instructed me to Return the Parrots. I contacted the seller and was told he would be at the XXXX XXXX XXXX XXXX on XXXX, On that date I traveled from XXXX  XXXX California to XXXX California with my friend XXXX  XXXX XXXX Together we returned the birds to the merchant. The Birds, were left in his care, he refused to give us a return receipt. Return We immediately called Citibank Customer Service, and was advised to leave the birds there with the Merchant XXXX XXXX. 
, regardless of the lack of receipt ''! We repeatedly questioned the representative and were told several times to " just leave the birds '' and not worry about the lack of receipt! We took photographs of the Merchant with the birds in the cage as we left them therein his care. 
The full amount was returned to my credit card and we assumed that the matter was closed.On XX/XX/XXXX I checked my balance and noticed Citibank had reversed charges back in favor of the Merchant! 

All through this process I have Not Received a Written Notification of these Changes. Upon contacting Citibank, they would not acknowledge nor deny the phone call and said in order to access phone call instructing us to leave the birds without obtaining a receipt. On XX/XX/2019, Citibank told me they would need a court-ordered subpoena to release transcripts of our telephone conversation. That was the conversation instructing us to leave the birds without getting a Receipt. 

The Merchant, XXXX XXXX, has both the merchandise and the {$2600.00}. This decision by Citibank seems unconscionable. They know that they instructed us to Return the birds Regardless of lack of Receipt. I can not emphasize that enough. We were instructed and followed all instructions to the letter. Citibank is claiming that they were unable to get the Merchant to Return the funds. Consequently they have Returned the {$2600.00} charges to my Citibank credit card and stated that the matter is closed. Again, I am beside myself over this matter. How can they do this? The Merchant has the birds, the Merchant has the Money! I will be enclosing all documentation regarding this matter including a photograph of the merchant receiving the birds. 

I must note that the XXXX  XXXX Merchant accepted the birds but would not speak to us or provide a Receipt. Again I must emphasize that the Citibank Agent that very afternoon, XX/XX/XXXX, instructed us to leave the birds regardless of lack of receipt. In Conclusion I would like Citibank to Credited my Account immediately, at their expense because of their inability to retrieve the funds back from the Merchant. I'm seeking your help CFPB, In helping me get this matter resolved, as quickly as possible. I feel Citibank is Responsible for the {$2600.00} because I was advised by them to return the birds to the Merchant documented on their dispute letter to me on XX/XX/2019 also per phone conversation. 
Reguards : XXXX XXXX / XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX / Merchant : XXXX XXXX ( XXXX ) 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