Consumer complaint received 2017-05-02
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:
On  XXXX   XXXX ,  XXXX , I bought a   XXXX   XXXX   XXXX  t at   XXXX   store ; I used my Credit card from CITIBANL. The delivery arrived at my house on  XXXX   XXXX ,  XXXX , but I refused to receive it because they brought a completely wrong set of furniture. The driver gave me a receipt as proof of the mistake and he stated that I had to call the store to refund my money back or to request another delivery with the correct set.   I contacted   XXXX   and they agreed to return my money into my credit card because they sold my set by mistake to another customer. I was informed also that there was no the possibility to find the same set of furniture set because the store was in liquidation and was going out of business.   On  XXXX   XXXX , I noticed that  XXXX  never returned my money to my credit card, I contacted the store and they stated that they already refunded my money and to please contact  CITIBANK  if I dont see my refund. I contacted right away  CITIBANK  to open a dispute and on  XXXX   XXXX ,  XXXX  I received from CITIBANK a credit of {$2.00} dollars for my dispute. After this I received a statement from the billing period of  XXXX / XXXX / XXXX  -  XXXX / XXXX / XXXX  where I could confirm that the dispute has been resolve in my favor. I also saw that my minimum payment due was {$0.00} because my credit did n't have any balance.   After this statement, I did n't receive anything from  CITIBANK  ( phone calls, letter or statements ) regarding this credit card, and I thought that everything was fine because I did n't use that credit card again, because I have another 2 credit cards from CITIBANK.     On  XXXX   XXXX , I was going to purchase a house with my husband and we applied for a mortgage loan ; the loan was denied due to my  credit  score, I thought was a mistake but I checked my credit score and I found that my credit score was around  XXXX . I did an investigation and I found an unpaid debt in one of my previous credit card from credit report. I found an unpaid debt in  one  of my previous credit card from CITIBANK.   I contacted  CITIBANK  right away and they could n't find the debt, I was informed that I had no unpaid debts, that the only account they found was my checking account, my saving account and my other  XXXX  credit cards with {$0.00} balance.   On  XXXX   XXXX , we again applied for a mortgage loan, thinking that was a mistake what happened before, but the advisor from the mortgage loan stated that he found the debt with  CITIBANK  but he could n't see what account was in debt.   I contacted  XXXX  store but I found out that the store where I purchased this living room is out of business and there is nobody to speak regarding this issue.   I contacted again CITIBANK and I opened an investigation regarding this issue ; on  XXXX ,  XXXX , CITIBANK found and informed me that the credit for the dispute with  XXXX  that had been resolved in my favor, was again charged to my credit card ignoring the reason. CITIBANK stated that they did n't know why this happened. I asked CITIBANK why I was not contact in 2 years, in reference to this issue, and CIITBANK stated that they didnt have my phone number, and this is a lie, I have another  XXXX  accounts with  CITIBANK  and they have my home address.   CITIBANK asked me to open a new dispute and I did as I was requested ; I sent all the proofs and my statement about this issue ( copy of receipt from  XXXX  stating that they delivered the wrong furniture and that I refused receive it, copy of my last statement showed the credit for my dispute, a letter explain about this issue ).   On  XXXX   XXXX ,  XXXX , I received a letter from  CITIBANK  stating that they received my claim and they completed their investigation and based on their review they determined that Im responsible for this debt because credit card was sent to an address that verifies to you since  XXXX , valid payments were made on this account, the credit cards were activated by a phone number that verifies to you, a phone number that verifies to you called in on this account multiple times.    CITIBANK   didnt  mention anything about why the credit was returned and I could realize that CITIBANK had my phone number and address and they LIED to me.   I contacted  CITIBANK  one more time, and I explain again about this issue.  CITIBANK  accepted that they made a mistake open an incorrect dispute and asked me to please open a new dispute and send  XXXX  more time all my documents.   I did for second time as I was requested. On  XXXX   XXXX  I received another letter from CITIBANK stating that I was supposed to open a dispute within 60 days of the purchase at  XXXX  that of course I did exactly after 25 days of the purchase.   I contacted again CITIBANK and I requested an explanation about the letter that they sent me, I reminded CITIBANK that I did dispute the charges within 60 days of the purchase and that was when I received the credit in my favor.  CITIBANK  apologized AGAIN and asked me to please open a new dispute and send it AGAIN all my documents as a proof.   On  XXXX   XXXX ,  XXXX , I sent for third time everything and today on  XXXX   XXXX ,  XXXX , I contacted CITIBANK to ask them if they received and reviewed my dispute for third time. CITIBANK stated that they received and reviewed but they cant accept my dispute because it has been 2 years after the purchased.   CITIBANK stated that they received and reviewed my dispute but they cant accept it because it has been 2 years after the purchased.   I realized that what CITIBANK did to me is a fraud, they have evaded their responsibility, they have been playing with me, they destroyed my  credit   score  and when they saw that I have all the proofs about the mistakes they did with my credit card, they decided Do not accept my dispute.   At this point I have a debt for merchandise that I never received, I have my credit destroyed and I could not buy my house. I need help please.

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