Consumer complaint received 2018-11-14
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:
I ordered a dresser using my XXXX XXXX Citibank credit card online at XXXX XXXX XXXX on XX/XX/2018, the amount was {$330.00}. They sent me an email on XX/XX/2018 saying that they would deliver on the following Monday, XX/XX/2018. They delivered on Monday, but right after they left my house I recognized one of the leg was broken. I called the delivery team back from my driveway to come back. They agreed and took the dresser back and called their company immediately. They told me that they would re-deliver a new one on the following Thursday. I then received an email on XX/XX/2018 saying that the re-delivery would be on Thursday XX/XX/2018. They never came back. 

I provided Citi bank credit card dispute department all the information and emails that I had with this company, showing them the company sent me an email saying that they changed the delivery date to Thursday XX/XX/2018, meaning that they were supposed to come back. 

I called the company everyday, sent them emails /messages via their websites and no reply. I searched online for their store and first thing I saw was that their company was a scam/fraud. Many people bought furnitures from them and never received their furnitures, or they charged people 's credit cards without authorizations. Citibank didn't do research and all they told me was they couldn't rule on my favor because I need a credit slip/charge back slip from the company in order to get my money back. I then contacted Citibank multiple times, asking them to do research on their end on this company. Their website is no longer active and they never picked up the phone. I was communicating with Citibank multiple times and at the end they still told me the same thing that I need a charge back slip from the company in order to get my money back even I explained to them the company appears to be shut down and how can I get a charge back slip from a company that is no longer active. I can't contact them. They appeared to be a fraud, why would a fraud company give their customers a charge back slip? 

What kind of protection do they offer to their customers? I paid {$330.00} for something that I never received, and Citibank never spent the time to do research and protect their customers. This company is a fraud and Citibank still says there's nothing they can do. 

This is the company 's website : XXXX XXXX XXXX This is what I found online regarding their company : XXXX : XXXX XXXX XXXX   XXXX XXXX XXXX   XXXX XXXX XXXX XXXX  When I received the letter from Citibank saying that my credit was reversed and that I have to contact the merchant for a credit slip or chargeback approval letter, I was very frustrated. I ordered something which I have never received, not to mention the time that I wasted calling them everyday. How can I even get a credit slip from them if their company is closed and website is down? If they are willing to provide me with a refund then I wouldn't even have to file a dispute. 

I have been a loyal customer to Citibank, and they really disappoint me that I decided to switch to another credit card company instead. 

Thank you so much for your time and patience.

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