Consumer complaint received 2021-01-22
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 on XXXXXXXX back in XX/XX/XXXX for XXXX. Was sent a pair of shoes on XX/XX/XXXX that were supposed to be shipped to someone in Texas instead, when I live in New York. I called customer service to send a replacement for my order and the correct shoe shipped in on XX/XX/XXXX. I returned the shoe through mail on XX/XX/XXXX that cost XXXX  since it did not fit, but never received the refund. Contacted Bloomingdale 's customer service through email and phone multiple times with responses on their end saying they received the product back, but no one was able to credit the money back onto my credit card. Disputed the charge with Citibank for the amount of XXXX  on XX/XX/XXXX since Bloomingdale 's was not crediting me back. Citibank contacted the merchant XX/XX/XXXX and Macy 's responded to the dispute on XX/XX/XXXX saying " We are providing an online order and pod. The customer reported the original delivery as not received. A reshipment was processed. The reshipped merchandise was delivered on XX/XX/XXXX at XXXX by XXXX  and received by XX. The customer received the merchandise as an even exchange and was only charged once. No credit is due. '' I returned the item through mail back on XX/XX/XXXX with a traceable tracking number back to Bloomingdale 's saying it arrived at their facility XX/XX/XXXX, but they are not addressing the fact they received the item back. On XX/XX/XXXX Citibank concluded that I am responsible. I emailed documents on XX/XX/XXXX and XX/XX/XXXX to Citibank 's dispute email address including information from Bloomingdale 's website and emails where I contacted Bloomingdale 's customer service stating they received the item. After submitting the document, Citibank reopened the case on XX/XX/XXXX. On XX/XX/XXXX, Citibank sent a letter to me stating " We previously requested necessary information from you concerning this dispute. We did not receive a valid proof of returned confirmation email from the merchant. As a result, we have completed our investigation based on the information available. Please contact the merchant directly if you wish to pursue this matter further. We now consider this investigation complete. '' Citibank is unwilling to handle this case and told me to contact the merchant instead again. The merchant is not providing proof of my return because they are stealing money from me and Citibank is siding with the merchant to commit fraud together. I tried contacting Citibank 's dispute center through phone calls, but my call was cut off every single time. An agent says they will transfer my call, then the call ends immediately afterwards. Citibank does not want people sending photographs or smartphone pictures as proof, but yet they are pushing everything to become accessible through their mobile app. They are using every method possible to push the blame to the customer instead.

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