Consumer complaint received 2022-08-04
Company: CITIBANK, N.A.
State: VA
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:
XXXX XXXX is practicing some sort of fraudulent practice against consumers On XXXX XXXX I purchased 21 bags of insulation, in doing so I was allowed to use their insulation machine for free. Midday, we realized we needed additional bags and went and purchased 5 additional bags. However, the contractor did not utilize any of them. The following day XX/XX/XXXX, I returned 5 bags of insulation. The cashier relayed the charge would be placed back on my card and a receipt was provided. That afternoon, I called home depot credit services to obtain my balance and to ensure that the credit was at least pending. I was told by a male party that they see the return but could take 3-5 days to see on my account. ( PLEASE NOTE : I record all my calls with any businesses ). I continue to wait setting up payments through my banker. After a few times since XX/XX/XXXX, of attempting to obtain my statements through my bank, I was repeatedly told that it could not be processed because it is set up with another account. PLEASE NOTE : that account is closed. I call again on XX/XX/XXXX and speak with a female party and ask her why is my balance not reflecting the refund of return insulation on XXXX. Initially, she tells me she sees the return but only for 4 bags being returned, then further into the conversation she changes her story stating she does not see the refund, but she will call the store to see what occurred. On XX/XX/XXXX, no f/u from Home Depot so I log into my account and my balance still does not reflect the refund, so I write on their website detailing my frustration with the inconsistency of things Im told and still not seeing a refund. I am sent an automatic respond from customer service detailing how to dispute a charge and to set up auto pay and that they believe they resolved my concern. So a series of emails ensues relaying to them why do I have to put in a dispute if I spoke to a representative on XX/XX/XXXX and told them there was a discrepancy, was it not entered then? They came back telling me to follow up with the merchant to resolve the matter. At this point I was mad and requested them to cancel my card, and called the XXXX XXXX XXXX. You can never get who you need on the phone of course, so I left a VM on the party I was transferred to regarding credit that was never issued. So my question is why was I told on XXXX they saw the refund and wait 3-5 days to see it be applied to my account? Why on XX/XX/XXXX I m told they see the refund, then in the same conversation told later the refund is not seen. How is it seen by two parties and then not seen or applied. As I explained to the rep on XX/XX/XXXX I dont need to use a credit card because everything I want I have the money in the account to purchase, however I get bombarded almost daily with mailings from them asking such and such promotion for using your card so I did and I regret that I did

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