Consumer complaint received 2016-01-20
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I placed a defective item I purchased from XXXX XXXX XXXX XXXX into " dispute '' with CitiCard '' " Diamond preferred. '' The item was a small cement mixer which arrived defective and XXXX XXXX issued me a Return Merchandise Authorization. I returned the item via XXXX. CitiCard advised me they had contacted XXXX and XXXX had so many days to reply. XXXX replied by stating they never received " their '' defective cement mixer back. I contacted XXXX and they told me they had proof that XXXX did receive the mixer back, as an employee of HF signed for the returned mixer. On XXXX XXXX, 2016, I received a letter from CitiCard which was dated XXXX XXXX, 2016. The letter stated what XXXX had stated regarding their mixer and advised me I have until XXXX XXXX, 2016 to prove to CitiCard that XXXX did in fact receive their mixer back. I contacted XXXX again and was told they can only fax or snail mail the document to me that proves XXXX received their mixer back and it would take up to XXXX to 10 days. On XXXX XXXX, 2016, I arrived home and found a " new '' cement mixer, wrapped in white strapping on my front porch. It was from XXXX XXXX. I called XXXX and told them I was not accepting the cement mixer, as the job was done and I did not need the mixer any longer. I also told XXXX that I never ordered or was contacted regarding XXXX sending me another mixer. I contacted CitiCard and ultimately spoke to a supervisor in the " Dispute Department '' of CitiCard. I explained to " XXXX '' that the solution to this problem was easy. All that had to be done to resolve the issue was call XXXX and have XXXX fax the XXXX documents that XXXX XXXX signed upon receiving their XXXX cement mixers back. " XXXX '' advised me she could not do that, even after I asked her if we could possibly establish a XXXX way call and get this minor issue resolved. All " XXXX '' could provide was excuses as to why she could not do anything to resolve a " Dispute. '' The supervisor of the " Dispute Dept. at CitiCard after being given the solution to a minor problem could not possibly dial XXXX..but I could. " XXXX '' gave me Citicard 's fax number and I asked who I should have XXXX address the fax to. XXXX astonishingly replied, " We do n't do it that way! '' I asked how they did it. XXXX explained the fax number she provided me was what amounts to a general receipt depository and nobody at CitiCard therefore takes XXXX personal responsibility if the fax should be lost, never received, missing in action etc. ( Unbelievable ) So, having little options I contacted XXXX and asked them to fax the proof that XXXX XXXX had in fact received both cement mixers back. I gave the XXXX employee the case number CitiCard had in their letter and asked the woman to please cross-reference XXXX ' case number with CitiCards case number in the sincerest hopes I could get approximately {$110.00} U.S Dollars refunded or credited to my CitiCard account. I sent CitiCard what documents I have to date on XXXX XXXX, 2016. Having said that the critical documents are the documents XXXX received when XXXX XXXX signed for the return of their defective cement mixer and their unopened cement mixer I returned. 
I find this RIDICULOUS! One places a charge on their credit card in dispute for " investigation. '' CitiCard 's investigation consisted of Harbor Freight claiming they did not receive their defective cement mixer back, so I have to prove in 9 days or less that I in fact sent the mixer back, because a supervisor in the credit card dispute department can not do ANYTHING that results in even attempting to resolve the problem. This despite being given the answers as to how to resolve the problem in the most expeditious manner possible ... by the customer. I can assure ALL that I returned XXXX their cement mixers and simply want my refund for approximately {$110.00}. I get 9 days to " prove '' my claim?

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation