Consumer complaint received 2020-12-02
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 was marked as duplicate to avoid addressing/resolving it, previously submitted to CFPB numerous times prior. The disputes department with Citibank has a habit of claiming non-receipt of information sent to them numerous times including via fax, email, postal mail. This is the case with dispute filed for purchase amount of {$800.00} to a merchant in XXXX, XXXX XXXX XXXX XXXX. The package containing item, a XXXX XXXX XXXX, was lost/stolen and reported to the carrier, XXXX.. An investigation made, XXXX was unable to locate package and advised me to have merchant file claim for loss.. I emailed the merchant numerous times, their rep by the name of XXXX replied stating XXXX is still investigating, well after their investigation was complete and advised to have merchant file claim.. I attempted to explain this to XXXX, numerous emails back and forth, nothing resolved.. I then disputed transaction with Citibank, information was sent numerous times via fax, email, postal mail. As per usual, their disputes dept claims non-receipt of information which is suspicious as it was sent three different ways ... It appears one of the documents was later received as a temporary credit was issued, later reversed in XXXX as again, disputes dept claims they did not receive additional information requested ... First, all information was provided in initial documents which a rep in disputes team verified.. Second, there was no request made for any additional information. Citibank has attempted to refer me back to XXXX and or merchant for resolution ... XXXX does not refund, the merchant has stopped replying to my emails.. It appears Citibank will not pursue this matter further, despite their suspicious behavior of claiming non-receipt of documents sent three different ways including email, fax, postal email..The merchant should have been refunded by XXXX, they do not refund directly. The merchant has stopped replying to my emails, they are located in XXXX and it appears they are now attempting to scam me ... I have copied complaint below.. 
Citibank disputes team is claiming non-receipt of information sent to them three different ways including, email, fax, postal mail. The information sent includes estimated delivery date of item, XXXX tracking number, item ordered, as well as attempts at resolution directly with foreign merchant located in XXXX. As per usual, Citibank claims they did not receive information at all or not in time to further dispute charge which is in the amount of XXXX The information was sent three different times, through three different channels as stated before including email, fax, postal mail ... Their disputes reps stated a fax was received, a temporary credit issued thereafter.. This credit was later reversed claiming they did not receive additional requested information which again, is a recurring theme with Citibank.. CFPB complaints were filed about this issue and credit reversal, Citibank rep referred me back to XXXX whom does not refund and will refer me to merchant in which case, they stopped replying to my emails after charge back filed ... Needless to say, both parties can not resolve issue as first off, XXXX does not refund and any refund would come from the shipper which is the foreign company located in XXXX and no direct number to reach out, does not reply to emails.. If Citibank lost information sent to them three different times through three different channels, that is their error ... In case it was not received in time, please note, it was sent several months back and I have no control over postal mail. However, email and fax are received the day sent and can not be counted as late as it is the day of ... I request Citibank research their records, referring me back to merchant and or XXXX will not resolve this

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