Consumer complaint received 2020-01-16
Company: CITIBANK, N.A.
State: HI
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:
I received a phone call from my property manager that our rental property in VA had a broken dishwasher. I then proceeded to make an ONLINE purchase for a dishwasher as my current residence is in HI. Apparently when the order was placed it ( XX/XX/XXXX for XXXX ), the dishwasher was in the state of HI. After multiple phone calls to the installation crew as to why the dishwasher hadn't been installed to the VA property, we found out that the installers ( based in VA ) never called to let anyone know that they could not install the dishwasher because the dishwasher was in a HI warehouse. After many phone calls we had found this out and were able to receive a refund on the HI dishwasher in order to purchase a dishwasher in a VA warehouse that could be installed ( XXXX on XX/XX/XXXX ). As you can see quite a bit of time from the original purchase. I thought the case was closed ; refunded for the 1st dishwasher due to a mix up and the appropriate one purchased and installed. Until, XXXX XXXX I was looking at my account and saw these letters in my message center from XX/XX/XXXX, stating that the conditional return of {$800.00} was being reversed and that I was recharged the {$800.00}. I do not look at this account all the time and just login to pay the bill as it is for appliances. To my horror, Sears reapplied that {$800.00} charge and I have been paying for an appliance for 2 years that I never had installed. When I started contacting Sears to  have it fixed, I have been getting nothing a run around and even one stating that their phones are busy and I should try back tomorrow. 
Now XX/XX/XXXX, I spoke with a gentleman that I thought was very helpful. He created a new case number and gave me a direct line to the case management site. He also state that someone would contact me within a week. Fast forward to today XX/XX/XXXX and I call to figure out what is going on and the woman asks if this is about a return of dishwasher from XXXX. I stated the situation and she asks me why I am seeking this refund now. First, it's not a refund it is a fraudulent charge. Then proceeds to tell me that " this is odd '' and the case was closed because it is past the return period. I have asked to speak with a manager and having now been on the phone for over 4HOURS being tossed around and on hold. Sears fraudulently charged for a dishwasher and can not customer assistance to help rectify it. I have detailed conversations with all of the associates and the dates and times that I have spoken to them. I feel so violated and ripped off by this company. How do refund someone for purchase to which they never received and then just reverse that charge months later without sending any notice other than an electronic statement in the credit card company 's site. I just wrote the notification off as an alert of a monthly statement. Maybe, I should have been more diligent in reading my messages, but it is criminal and fraud to charge a person 's credit card for merchandise that they did not receive.

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