Consumer complaint received 2020-02-12
Company: CITIBANK, N.A.
State: KS
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:
This regarding dispute number XXXX. 

The purchase price for this item was {$27.00} on XX/XX/2020. I disputed {$9.00} on XX/XX/2020 due to the item not arriving within the advertised time ( was advertised expedited shipping ). and a permanent credit was issued on XX/XX/2020, although a conditional credit for dispute showed up on my transaction history and my statement. 

The seller agreed to remove the {$9.00} charge if the negative feedback I left was removed. I told her I wasn't removing it because the review was accurate. She then contacted XXXX and they removed the feedback because the item was delivered, even though it clearly was not within the advertised timeframe. The seller clearly had the opportunity to respond to the feedback, apologize for the delay, blame it on the post office, and say she was giving me a refund. She also claimed I didn't pick it up the day before. The post office never tried to deliver it the day before despite the postal history summary ; the package did not need to be signed for. The post office messed up. I have repeatedly tried to contact the post office about this problem through their website and by phone to find out why this wasn't properly delivered and I have not heard back from them. You can reference the tracking number by going to USPS,  XXXX. 

It would have made her look better as a seller than a 100 % positive rating. I'll never believe XXXX 's rating system again. 

She also replied to me through XXXX 's messaging system that my feedback was unfair and was going to be bad karma. I complained to XXXX  about removing my feedback and the seller 's unprofessional comments through messaging, and they apologized and stated they would directly address her behavior. I also filed a XXXX   report against XXXX for removing accurate feedback as well as an attorney general report with the state of California. I have had other issues with XXXX  as well much like this one. Through the XXXX, they also apologized and issued a {$10.00} credit for me to keep shopping with them. All of this is on file with the AG 's office in California. 

I have e-mailed the supporting documentation for the refund to billing disputes on XX/XX/2020. I need Citibank to be clear that this dispute was not coded as mispresented. The seller clearly offered a refund, I had to dispute the item because of her tone ( I was concerned she wasn't going to issue the refund despite the agreement ), and either way, her negative feedback was removed. I literally can not believe she tried to renegotiate a better rating for removing the shipping fee. In addition, she can clearly obtain a refund on the shipping fee through the post office.

Plus, Citibank has been terrible with their dispute process on my account, so I need certainty. 

I am including all supporting documentation. If Citibank needs additional documentation, I will get them what they need.

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