Consumer complaint received 2021-02-20
Company: CITIBANK, N.A.
State: NY
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:
Hi there, I hope all Is well. So I am reaching out with this charge because I have been dealing with this for a very very long time. I made a purchase with this merchant on XX/XX/XXXX. This case has been going on for such a long time. I was supposed to get this package on XX/XX/XXXX. But I never got this package. 

I reached out to the merchant, they said they started an investigation with XXXX. The merchant responded back and said that the XXXX delivered the package to floor XXXX XXXX XXXX. Mind you my building has only 6 floors and my address is XXXX XXXX. That right there is proof enough that XXXX lost my package. Then they investigated again, this took a long time. On XX/XX/XXXX, they offered a store credit but they did not have any of the shoes I placed the order from and therefore it was useless. So I declined the store credit and told them to just give me my refund at this point. 

They then said we can not give store credit since the package was delivered to the right address but in the previous email they said otherwise. So they kept lying. Therefore I got extremely frustrated for months I have been emailing them and never got a response. 

Then thats where I reached out to Citi Bank ( Mastercard ) and asked them for help and disputed the case. I have given them all the evidence needed that this company is withholding my refund for no reason. On top of that I reached out to XXXX and they said they gave the refund back a long time ago to the merchant. You can call XXXX and ask them about this under this tracking number. XXXX For some reason, citi bank kept ruling in the merchant 's favor and I have no idea why when I had all the evidence proving otherwise. 

I then reached out to the merchant again and they then told me their financial dept told them they lost the case and then they also gave me the XXXX # which I forwarded to you guys. They told me to not contact them and in regards to a refund, I need to reach out to my card company to get it. 

I reached out to Citi bank again for my refund and then they said they cant give my refund because the merchant is not releasing the funds. They are not giving the credit back even though they wrote in an email that they lost the chargeback case and gave me the XXXX number. And now what on earth am I supposed to do. The merchant gave proof that they refunded the money back to me. But Citi is still not crediting me back. 


No case manager has been getting back to me. No supervisor has been calling me. I called Citi bank many times on updates and they said someone will reach out and no one does. 

I am desperate guys. This is a lot of money. I lost my job due to the pandemic. If I can afford to pay XXXX I would but I cant guys. These guys are doing fraud with me. I would go to court but I can afford it and this company is based in the XXXX. Citi bank is not even helping me at all either. 

So please this is the last resort I am begging you guys please can you open a new case and get my money back all the evidence is there. 

In this mail I am including all the email conversations, they even blocked me on social media because I kept commenting on them to respond to my email and such. So instead of responding back, they blocked me on all social media handles along with emails. 

So please help me out here. Thank you so much.

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 monetary relief