Consumer complaint received 2020-10-28
Company: CITIBANK, N.A.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
The below complaint regarding XXXX order/loss of package was filed recently with the CFPB against Citibank, their rep replied with a copy of response to another complaint unrelated to this one. The below complaint was not addressed as it appears it was confused with another complaint similar in nature.. I have copied the complaint below for review, still unresolved. Also, there is another issue ongoing regarding information I provided to Citibank disputes team for claim in the amount of {$800.00}, they claim they did not receive information in time to continue investigation of charge.. As per usual, their disputes team claims non-receipt of requested information despite sent to them through three different avenues including postal mail, email, fax..I can assure the CFPB I provided all requested information via email, fax, as well as postal mail.. This information includes XXXX tracking info, dates expected for item to arrive, response ( s ) from merchant.. The charge is from a foreign company located in XXXX, their rep, XXXX, was advised to file XXXX claim for lost package and did not. XXXX previously closed out investigation of lost package and advised me to have the shipper file claim for loss, I tried to explain this via email to XXXX, she stopped replying shortly thereafter.. The merchant appears to have scammed me as they may have filed a claim with XXXX, received reimbursement, refused to refund me ... Please note, I provided all this information to disputes team with Citibank, they claim non-receipt of it and closed out claim, reversing temporary credit ... As the CFPB can see, Citibank dispute dept has very poor service, even with current pandemic. In closing, please advise Citibank all information requested was provided and if they lost it, that is their own error as it was sent three different times including mail, email, fax ... Please see complaint below regarding similar claim for lost XXXX package.. 

A dispute was filed for an item not received, {$790.00} XXXX  XX/XX/21, package was deemed lost/stolen by the shipper, XXXX. A claim was filed, however, since the package had a signature release there is nothing XXXX could do to reimburse for loss to XXXX. Package was left in an unknown location with no signature it appears. I was in contact with several reps on merchant end regarding this loss/investigation, was given two contradicting stories pertaining to investigation, either it is still on going or it is closed and XXXX can not refund due to signature release.. I filed a dispute for loss as item not received, no signature for it.. It appears the claim was not filed correctly on Citibank end, a letter received on XXXX requests date of cancellation, there is no cancellation date ... I attempted to explain this to several Citibank reps, each person requested I put in writing what I told them, which was already done prior when dispute was filed..It appears the person ( s ) whom took claim did not enter it correctly, I explained to rep ( s ) at the time of dispute filing the package was lost/stolen and XXXX  will not refund or issue store credit. However, it appears dispute was filed as an order cancellation, not for lost/stolen package..The claim needs to be updated to show lost/stolen, letters sent via fax as well as email state so, Citibank reps entered claim incorrectly

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