Consumer complaint received 2020-11-07
Company: CITIBANK, N.A.
State: WI
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 Quad Salt Cabin with Halogenerator and Salt Wall Kit https : XX/XX/XXXX and a wholesale premier starter kit salt lamp wholesale https : XX/XX/XXXX from XXXX XX/XX/XXXX at XX/XX/XXXX XXXX XXXX XX/XX/2020, for {$7000.00}. I received part of the order on XX/XX/XXXX. To start, XXXX XXXX sent a different item than ordered. What he did send out was non-operational, nor did it have all the items to make it a complete unit. The salt lamp kit never was shipped. I contacted XXXX XXXX by phone and email to let him know I was sent the wrong items. He was unwilling to make this right so I told him I am entering a dispute with the credit card company hoping he would resolve this. He refused to do so. I asked many times to return said items. He refused. I entered a dispute. XXXX XXXX then changed his website to accommodate his story. ( I have the before and after ) Initially, the credit card company sided with me and refunded the money. They reversed the charges and said I needed to send the items back. I spent {$420.00} to ship it back. They refunded my money at that time. XXXX XXXX refused the return shipment so it sat at the shipping company. I explained to XXXX XXXX it was {$420.00} to return ship and now the shipping company is charging {$17.00} a day for storage. He said he will not pay any of it. Meanwhile, he told the credit card company I never initiated a return. He also claimed our business was closed due to COVID-19 as we are a massage facility and we had been in financial ruins. This was furthest from the truth. We do not have any massage therapists or any therapy of the sorts. We have a practitioner 's office and a health food/ supplement store of which both are essential and have NEVER closed due to COVID-19. The other issue is we paid this item off BEFORE we even received it! According to the shipping company, XXXX XXXX has accepted the return of the shipment. The credit card company has now charged me the {$7000.00} and {$760.00} interest of which some of the interest they have removed and then added back. The other issue I have with the credit card company is I sent 60+ pages of information for the rebuttal of the dispute to the P.O. Box they told me to send the information to and I verified it was received by USPS tracking but when I called to see if any progress was being made they stated it was received but misplaced. So I was told to fax the information. I then faxed in over 60 pages on 2 faxes and I waited to hear from them. I called to see where the case was at and they said they had received the information and a dispute specialist will look at the documents. In the meantime, they closed out the dispute. They never looked at the information. They later sent another letter they can not respond to additional correspondence or phone calls. I have 60+ pages of documentation.

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