Consumer complaint received 2021-05-05
Company: CITIBANK, N.A.
State: MA
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 XX/XX/XXXX I purchased an XXXX XXXX XXXX XXXX {$230.00} and an XXXX XXXX XXXX XXXX XXXX {$130.00} using the marketplace XXXX from the seller called " XXXX XXXX '' using my Citibank credit card The order ID is XXXX and the total dollar amount charged was {$390.00}. 
Both items I received were defectiveroken and were returned properly to the seller and confirmed received and I was never refunded my full money upon clearly listed in the return policy. XXXX refuses to be in contact with me and Citibank refuses to handle the dispute process and Master card simply refers me back to Citibank who refuses to do anything. 

On XXXX XXXX  XXXX I received both items in a small air filled package ( securely packaged and not damaged XXXX I first attempted to use the XXXX XXXX XXXX XXXX but it would not work after being powered on and appeared to be defective. I reached out to the seller via the only contact method of messaging via the market place XXXX 
Hello, I just received the items today and I can't get the dock to work. When I plugged it in my phone said it needed to update the firmware of the dock and then after it said the update was done. The screen just stays black no matter what I do. My phone sees its plugged into the dock but the screen doesn't turn on. Has anyone reported a similar problem? Do you know how to get working? 
They did not respond so I contacted the manufacturer as the items were under warranty. After troubleshooting with XXXX they told me that due to the fact it was just purchased I would need to return it where it was purchased as it was DOA XXXX dead on arrival XXXX 
On XX/XX/XXXX I again reached out to the seller via the only method of XXXX Messages I contacted XXXX and they said the unit appears to be defective. They said it should just turn on. Is there a way to get a replacement in a timely manor? Please advise The seller once again did not respond. 
On XX/XX/XXXX I started as EZ free return via XXXX which is their only method of returning the defective item. The description I gave was This is defective. The screen doesn't turn on but my phone sees the dock connected. I contacted the manufacturer XXXX  XXXX XXXX XXXX and they said since it's under 1 month old to return it where I got it. The item was sealed in plastic and looks to be never used so I guess it's a problem from the factory. I was then provided a single pre-paid XXXX shipping label with a tracking number of XXXX I then tested the XXXX XXXX XXXX XXXX Gamepad and also found out it was defective XXXX confirmed with XXXX the manufacturer ). I then applied for an EZ Free Return and provided the reason Item appeared to work but everytime I use it after the first time it keeps randomly rebooting and disconnected XXXX when physically plugged in ) I contacted XXXX and unfortunately they told me the same thing as the dock as it's under 1 month old to return where I got and repurchase. 
When I attempted to get a shipping label it said that the second item needed to be returned with the first as only XXXX shipping label is provided per order. 
I then packaged up both items and delivered them to my local XXXX  branch on XX/XX/XXXX. I had problems getting them to accept it as the package was XXXX pounds overweight and did not qualify for the shipping method that was provided by XXXX. They ended up accepting it after I begged. 
On XX/XX/XXXX the item was delivered to the return area at XXXX XXXX, NJ XXXX On XX/XX/XXXX I was refunded {$240.00} which is only 1 items price not both that were returned. 
I continued to wait until the XXXX I received a message from the seller hello, sorry for waitting that long. 
Could you write down your ORDER NUMBER as the title and send a video to this email address : XXXX, so that we can help you specify the problems. 
no, here 's the first case came out with the dock but we'll work on it, let 's solve the problem together! 
Anything else, please feel free to ask me~ I will reply to you as soon as possible~ I then responded on the XXXX with You already received both items on the order on XXXX. Please give me my refund. But did not get a response. 

On XX/XX/XXXX I then requested my refund again Hello. You received the items. Please issue my refund for the defective goods I received these responses on XX/XX/XXXX hi, we're checking, please hold on Did you apply for a free return when purchasing? Is the address you returned the local warehouse address? Can you confirm it? By the way, please send me your return address. As for your refund, the platform will return it on the original road within XXXX days. Thank you for your support I responded on XX/XX/XXXX Yes I returned it using the label provided. Both items were returned in the same package with the tracking info applied. You only gave me refund for 1 item, not the other as I can already see the credit on my credit card. The controller was not refunded I then received the last response I would ever get from the seller on XXXX XXXXplease ask XXXX we can not control the free return so sorry for that The seller then blocked me from sending more messages as all messages I sent to them after are still currently marked as Unread as of now XX/XX/XXXX I have attempted to contact Aliexpress several times, and the only way I could get in contact was via a appeal process and trying to get an agent via live chat ( they have blocked me from using livechat and I can not get past the auto-response computer ). 
On XX/XX/XXXX I entered an Appeal to the dispute asking the full refund be issued but received a response on XX/XX/XXXX stating From : XXXX Customer Service [ mailto : XXXX ] Sent : Friday, XX/XX/XXXX XXXX PM To : XXXX Subject : XXXX XXXX Thank you for your consultation. Your current Service No. is : # CaseNoXXXX # Dear Sir/Madam, Thank you for contacting XXXX. 

For order XXXX, we are sorry but your appeal has not been accepted since we found that there is suborder still in dispute. 

Note : Please do not reply to this email/message due to reply can not be received in this mailbox. If you have any further question, please visit our Help Center at XXXX : XXXX? XXXX & XXXX & XXXX Respectfully, XXXX Customer Service Team www.aliexpress.com On XX/XX/XXXX I was able to XXXX XXXX XXXX XXXX from XXXX named XXXX via live chat. I stated that I returned both items but only received a refund for XXXX. They reassured me that it was in refunding process When I asked to confirm the amount getting refunded they said the remaining balance was in process. XXXX  I have attached screenshots of the conversation with the agent. XXXX  Since XX/XX/XXXX I have not been able to contact the seller, or the market place XXXX XXXX XXXX On XX/XX/XXXX I entered a dispute on Citibanks website stating the information above. 
I received an email on XX/XX/XXXX saying the dispute was received. 
Every few weeks I would need to call into Citibank to check the status of the dispute as they have not ONCE even sent me a letter in the mail or called me to ask for more information or review the status. 
On XX/XX/XXXX they received a letter from the seller XXXX store which stated We are an XXXX seller with lots of positive feedbacks and also stated a bunch of bogus and conflicting information such as stating I never received the package on page XXXX, then on page XXXX showing shipping information that I received it XXXX which has nothing to do with the dispute ). They also lied on page XXXX stating I never got in touch with them about the problem with the order. Also on page XXXX  then said that I did not claim a dispute XXXX  return ) which is also a lie. On page 5 they even attached a picture of the dispute on XXXX which showed why I requested the return AND showing them receiving the items back from me. 
Citibank then closed the dispute on XX/XX/XXXX I called in on XX/XX/XXXX for an update as it was a month with an update given to me. I was told that there was a letter from the seller and the dispute was already closed. They said I needed to give my response and more information if I wanted Citibank to look at the dispute. I then emailed them the requested information as they said I was not allowed to ever talk to the dispute department at Citibank. On XX/XX/XXXX I sent an email which included several PDFs and jpg files showing my response to the seller, return information, dispute information, tracking information, and all communications with XXXX and the seller to Citibank via the information provided by the customer assistance agent. 
Once again I never received a response form Citibank. 
I contacted Citibank again several times between XX/XX/XXXX and XX/XX/XXXX On XX/XX/XXXX I contacted Mastercard directly and they said the dispute process needs to be handled by Citibank directly. They then connected me to Citibank who said the dispute was closed again as I did not submit information they could use. They claimed my email second on XX/XX/XXXX had unsupported items as pictures are never accepted. I was then told I needed to convert my .jpg files to .pdf and then re-email everything. I then forwarded the last email and added 3 different PDF documents containing everything in the dispute such as tracking information, refund information, communications with seller and the market place agent confirming I should be refunded. They explicitly said I would be called if any other information could possibly be needed Unsurprisingly I was never contacted by Citibank. I just happened to see that the dispute was updated and closed on XX/XX/XXXX. They stated that I was issued XXXX refunds, XXXX for {$240.00} on XX/XX/XXXX ( this is correct ) and {$24.00} on XX/XX/XXXX. 
In fact the refund on XX/XX/XXXX was for a completely different order XXXX XXXX ) placed on XX/XX/XXXX, from a different seller ( XXXX XXXX XXXX XXXX ), for a different item XXXX cables for computer ) and reason XXXX  did not fit properly ).

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