Consumer complaint received 2019-12-31
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:
I ordered a pair of shoes online from XXXX for {$220.00} + tax XXXX {$250.00} ) and paid for it with my Citibank Mastercard on or about XX/XX/2019. 

On XX/XX/2019, I received the shoes and tried them on at home and realized that the size was too big. I called XXXX because I wanted to exchange the product for a smaller size. The XXXX ' rep told me that I could return the product and get a refund and then order a new pair of shoes in a smaller size. The XXXX XXXX rep then emailed me the return label and confirmed int he email that I could get a refund. 

On XX/XX/2019, I dropped off the package containing the shoes with the Post office using the label that XXXX sent me and confirmed later by online tracking that the product was received by XXXX on XX/XX/2019. 

When I followed up on XX/XX/2019 about the refund, I got an email back saying that my merchandise return had been rejected and returned to me on XX/XX/2019. After getting this email, I went home and checked to see if any package was delivered to my home without me knowing about it. I discovered that a package had been delivered to me but inside the package were products that I had not ordered. On XX/XX/2019, I emailed XXXX and explained the situation. On XX/XX/2019, I emailed XXXX and asked if I can order a replacement shoes instead of a refund and XXXX emailed me on XX/XX/2019 to call their rep. I did so but was told that I had to pay for the replacement shoes and wait for the refund. So I ordered the replacement shoes for {$290.00} + tax on XX/XX/2019. But on XX/XX/2019, XXXX emailed me rejecting my claim for return/refund. I then filed a complaint with Citi. 

I sent Citi full documentation that XXXX 1 ) allowed the return and refund as per the XXXX email dated XX/XX/2019, and that 2 ) I sent the merchandise back using XXXX ' return label on XX/XX/2019, and 3 ) I even showed that proof that it was it was XXXX return merchandise vendor that messed up my return with another order for XXXX XXXX XXXX that had nothing to do with me. I showed them that in the box that contained worthless products that I did not order ( which XXXX sent back to me claiming that was what I had sent them ) was a letter from XXXX XXXX XXXX rejecting the return. 

Despite this, Citi rejected my claim and says that if I have documentation that XXXX agreed to credit my account that they may be able to help me. 

In sum, I have paid for XXXX pairs of shoes ( {$220.00} + tax and {$290.00} + tax ) but received only XXXX pair of shoes. XXXX refuses to acknowledge that the company that handles return merchandise for them ( and apparently also for XXXX XXXX XXXX ) made a mistake and despite documentation showing the likely way in which that mistake occurred.

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