Consumer complaint received 2018-04-14
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 purchase an item from a merchant for XXXX dollars on XX/XX/XXXX. My item said it was delivered sign by someone I dont know I contacted my seller they said they will investigate at the end of the investigation they ask me to contact my bank in which I did on the XX/XX/XXXX after the merchant finish investigating and didnt offer me a credit. On XX/XX/XXXX I receive a letter from citi bank asking me if me or anyone I know use my card to make a purchase from XXXX  to sign and date the letter which I will send a copy of clearing letting them be aware I know of the charge I did respond with a yes and I even called them to let them know my charge is valid and I never contacted them about a fraudulent charge like I mention earlier I disputed my charge on WednesdayXX/XX/XXXX at XXXX I use my mobile phone and disputed my charge under the term item not recieve I later receive an email which I will also send a copy of that XXXX have receive my disputed charge and that in two days I will receive a conditional credit. On the XX/XX/XXXX I receive another letter from XXXX that I have acknowledge that the charge was valid and if I need to resolve the issue contact the merchant directly that since I said it is not an unauthorized charge and they are reversing their conditional credit and closing the case, upon receiving this letter I contacted citi bank I was told that a mistake was made and they will rectify it cause two disputes was open with the same merchant I mention that the dispute that I have open is datedXX/XX/XXXX and I receive a letter on theXX/XX/XXXX of fraud charge again I was assured it would be taken care of since its a mistake from citi bank, i also told them I can not open two disputes at one time since Im only allow one dispute to a merchant I called several times about this issue I was told the back office is working towards it I rely on citi bank to solve this issue since it was not my fault which the assured they would, I made a call today XX/XX/XXXX to follow up on the charge and then I was told that citi bank had lose the chance to dispute the charge since it was put as a fraud charge I ask the question who put it as a fraud charge I couldnt get an answer to my question I went to my dispute details and ask for them to read what is stated as the reason for my dispute which clearly states item is not receive dated Wednesday XX/XX/XXXX on their website have nothing about fraudulent charge or the date they send a letter to me it have the date I open the dispute XX/XX/XXXX and the reason for dispute is item not Receive and not a fraudulent charge and citi can no longer do anything to help me with this charge I have to pay for an item I have not receive and cause of Citibank mistake Im paying the consequence s can you please look into this issue for me so I can get back my money Im a XXXX trying to make a living I can not lose XXXX for Citibank XXXX

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