Consumer complaint received 2020-07-01
Company: CITIBANK, N.A.
State: PA
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:
Purchased a 5 piece patio set, which was 4 chairs and a fire pit, from Home Depot in XXXX XXXX PA, on XX/XX/2020. Local store placed as an on-line order so the patio set would be delivered directly to my house. I received an email notification on XX/XX/2020, from Home Depot stating my order has shipped. Tracking number XXXX ( shipped through XXXX ). On XX/XX/2020, while looking at tracking to see when if would be delivered, status was " Cancelled by Customer ''. I went to my local home depot store, as I could not get through to customer service, to get assistance. The local store was able to get a hold of customer service, who contacted XXXX and gave me new tracking number of XXXX and noted I would receive a call the next day for delivery, which I did not. I contacted customer service on Monday XX/XX/XXXX. The representative put me on hold and then came back and stated my patio set would arrive today. I received a call about 10 minutes later from XXXX stating they were 10 minutes away. 

Delivery driver dropped off 1 box, which I questioned if the box contained all the pieces and was told yes. Box was marked package 1 of 2. When I opened the box, it only had the 4 chairs and not fire pit. I called customer service again and the representative stated they would order warehouse search and get back to me within 24 hours ( which should have been by close of business Tuesday XX/XX/XXXX ) and if I did not hear back I could go to my local home depot and cancel the order and they would come pick up the box that was delivered. 

I went to local home depot evening of XX/XX/XXXX, and was told they can not do anything at store, since order was purchased on-line I had to talk to customer service. 

I called customer service, again and requested to cancel order. Representative stated she could not cancel until the rest of the package was delivered. I requested to speak to a supervisor. After an hour of being on-hold, I spoke with XXXX who opened case # XXXX and stated I would receive a phone call by noon on Wednesday XX/XX/XXXX in regards to location of other box. I did not receive a phone call, so once again I contacted customer service and spoke to a gentleman, who put me on hold and then hung up on me. I called back and spoke to XXXX, who after 25 minutes of talking to her, agreed to put a return in and send someone to my house to pick-up package, but there would still be a package delivered in regards to the other box, that no one can locate. I did inform her I would refuse delivery and I wanted this charge off of my home depot credit card ( which I am cancelling ) since I was billed for this in XX/XX/XXXX, when the item first shipped. 

I was told I would be contacted by a company to pick up the package at my house within 5 business days and my credit card would be credited within 3 business days of package being picked up. 

This has been the worst experience every. All I want is my credit card charge removed as I should not be charged for a product that I do not have. I don't believe any company should bill a consumer when items are shipped. Charges should start once products are received by the customer.

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