Consumer complaint received 2015-12-07
Company: CITIBANK, N.A.
State: IA
Product: Credit card
Issue: Billing disputes

Complaint:
On XXXX/XXXX/15, I ordered and received a RV Vent Fan for replacement in my RV. The fan received was wrong model and was returned to seller XXXX/XXXX/15 whom then shipped the correct model that was received XXXX/XXXX/15. I paid Citibank {$250.00} on XXXX/XXXX/15 per my credit card statement for the purchase. The incorrect RV Fan Assy was returned via XXXX and confirmed. Fan project was completed. On XXXX/XXXX/15, a manager or supervisor shipped another RV Fan Assy with an apology email in reference to shipping the wrong model originally. Upon receiving the email, I made phone calls trying to stop their sending the product and exchanged emails about my disapproval. Seller said nothing they could do. I made it clear I did not want or request it. I also made it clear I did not want to be charged for it and I would refuse it. I was told I would be responsible for it regardless. This all is documented. Product was delivered in my absence and I called their sales office and again expressed my concerns. Sales person said they would immediately issue an XXXX Return Label to have it shipped back. After 8 days I had to remind them by phone and the following day, XXXX picked up item. The box was never opened. Seller never acknowledged return of product and billed my credit card {$250.00} for it. A trace on the XXXX return label showed it was delivered to seller and they signed for its return which I submitted to Citibank. The XXXX/XXXX/15 shipping is a result of shipping error by supplier after completion of previous order, same item. After 5 months of trying to resolve erroneous billing of {$250.00} for fan assy ( that I did not order and had been returned XXXX, Citibank finally accepted proof, which I submitted four times earlier showing seller received their product back. Citibank now claims I received 2 RV fan products and only returned XXXX according to their audit worksheet. My current statement shows " Dispute Resolved ''. I was never notified why or how the dispute was resolved. I would request updates but nothing ever came out of it except their Audit Worksheet couple days before I read dispute resolved in my statement. Couple days prior I had received Citibank " Audit Worksheet '' for my review which shows I owe for XXXX item of {$250.00} that never existed or even any paper work. I immediately sent them letter requesting their bases for their findings plus I again sent copies of proof on what was received from seller and returned to seller. I submitted again a complete breakdown showing debits and credits, all validated. They have not answered my requests on how they based their findings or what documentation they have. I have followed FTC rules closely in this matter and kept records of all transactions. That is more than I can say about Citibank N.A . or the seller. This is a total failure of this credit card company. I have had spent countless hours presenting documentation to them which they have ignored. Their statement of protecting the consumer is a SHAM!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation