Consumer complaint received 2023-05-20
Company: CITIBANK, N.A.
State: OH
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:
Order # XXXX with XXXX On XX/XX/XXXX we placed above XXXX XXXX XXXX order using the Citibank Home Depot credit card ending XXXX for the lawn mower. This product was never delivered to us however XXXX shipping company which XXXX XXXX uses and the XXXX XXXX website states it was delivered to our home but in reality we did not receive the product. 

The order is for XXXX XXXX XXXX XXXX in. Battery Electric Cordless Riding Lawn Tractor with ( XXXX ) XXXX XXXX Batteries and Charger. 

The Home Depot while placing the order never gave us an option for signature for such a large purchase which has now put us in this predicament. The shipping company/ XXXX XXXX never called us 30 mins prior to the arrival which they committed to during order placement. We were waiting for the truck knowing it is a large delivery and never saw any truck coming into our property for the delivery. As soon as we saw the status change to delivered we called XXXX XXXX. They called XXXX to verify the delivery. XXXX stated it would take them several days to research. XXXX XXXX called and washed their hands off stating we need to follow up with XXXX ourselves and open dispute with credit card company. They further stated they are unable to refund or replace or cancel. The home dept team and credit card company with whom we have filed dispute with is asking us for documentation for non delivery. Instead of asking us for evidence which can never come into the picture since we never got the product- what proof can we provide as a consumer who is stating we did not get the product as promised by the company, we want XXXX or XXXX XXXX to provide proof of delivery ( e.g Picture of the delivery/ video or our signature for receiving the item ). Why is the burden of proof on consumer and not the company that committed to deliver. 

{$5400.00} was charged to our account and we want the charges reversed immediately. This is our hard earned money. 

The issue is XXXX XXXX is bouncing us between courier ( XXXX XXXX ) and the credit card company and not taking accountability of swiftly solving this issue. Credit card company is stating they will need to investigate and that could take XXXX days. The charges have already posted. Despite us stating the charges are fraudulent, they would not reverse the charges immediately. 

We have spent countless hours dealing with their team to no avail. 

We need someone at XXXX XXXX ( which is the company that took our order and committed to delivering the product correctly and in a timely fashion ) to roll up their sleeves, take accountability and FULLY refund the money or get the product delivered asap. 

This is unfair lending practice and we do not appreciate their lethargic approach of having the consumer deal with the problem. 

As an example, this is what the Home Depot assistant indicated - " I did review the order notes and it looks like the previous associate advised contacting your bank to dispute the charge as the item shows as delivered. Were you able to have the charge disputed? If so, I can certainly reorder the item for you. Or you can contact XXXX at XXXX to file a claim '' Please help us retrieve our hard earned money. 

We have also filed XXXX  complaint with home depo as well as XXXX and Citibank refused to refund immediately. We also reviewed all the XXXX, XXXX  reviews and shocked at how many times similar incidents have taken place with other customers. As per complaints board, only 8 % of XXXX cases were ever fully resolved and some consumers are being forced to pay. XXXX  has given XXXX  an F rating. We are very worried we will cheated out of our hard earned money. Please help us and get us a refund from this company. Citi bank is holding our money 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 non-monetary relief