Consumer complaint received 2018-08-16
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit 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:
XX/XX/2018 - I always loved XXXX and bought all my furniture there in the past.

This time dealing with the XXXX XXXX furniture department has been an absolute nighrtmare. Not only the buying experience in the store and the mistakes made with the delivey dates, hours, measurement and color mistakes - but now they are charging me more than {$900.00} for purchases i returned. I made several purchases of furniture that were RETURNED to XXXX XXXX. They are still charging me for furniture that has been already returned or for fraudulent charges - as they can not provide, as of this date, any documentation or invoices of what they claim I owe. 

I am a XXXX XXXX XXXX and have wasted HOURS of my time trying to resolve this. 

i have now been on the phone with XXXX Furniture Department for several hours. XXXX is not resolving this and has threatened to release the call. I insisted that they put me thru to the supervisor and am now on hold waiting once again. They keep sending me back to XXXX XXXX - this is not a real XXXX card. 

I can not access any details of purchases on my XXXX account on-line - it states there is no order history. Completely non-transparent. There are no sales checks, dates of purchases that I can access. They are charging me for 2 separate special offer amounts of a 0 % charge with different dates. I will be happy to provide any details and amounts, but since i want to publish this publicly i prefer not to add those details to this complaint.

I only owe the most recent one in XXXX - I kept the sofa and chair and it is sitting right here in my living room. All the other furniture has been returned. They have confirmed that all the other furniture has been returned and they are claiming that they reimbursed me completely for it. Then they said that there erros were on their part, that they didn't completely refund me all the amounts. Then they said that they completely reimbursed me so I will not get my money back. For what? I clearly asked on the phone if they can provide me with ANY DOCUMENTATION whatsoever to prove that I owe them the money. They said can't. 

This is an outrage and illegal. I am on the phone and XXXX 's is not resolving AND XXXX is saying they can not resolve it. The call has been recorded. 
The representative, XXXX, has now stated that I don't have the right to record " us '' ( our conversation??? ).

I asked clearly for the documentation - any invoice, any salesbill, any evidence that I owe the additional promotional amount of nearly {$900.00}. She can not provide me with any evidence. This has has taken up hours and hours of my time and is clearly in violation of U.S. law.

I have no clue what the 2nd promotional offer with a different date and a balance of nearly {$900.00}. There is no paperwork trail. They can not tell me what it's for. I can not access the information on my account. 

Please help me. They now put me thru to XXXX customer service, which I already spoke with ( a rep in the XXXX, here in the U.S., many times ) and she states that she has to do a thorough research - which I have been on the phone for hours doing the very same thing.

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