Consumer complaint received 2017-04-11
Company: CITIBANK, N.A.
State: AZ
Product: Credit card
Issue: Other

Complaint:
I entered into a credit card dispute process for the amount of {$1400.00} regarding an item I ordered with my Citicard. I did not get the item I ordered ( I ordered a custom-built wood crate but received boxes ). The Citicard Dispute Process was not followed ( displayed on pg 5, 6 & 11 in attached PDF ). Because the process was not followed, the Merchant was awarded a victory. ( NOTE : For character-count purposes, I may abbreviate Citicard as Citi and Merchant as Merch ). See outline of issue below : CITICARD DISPUTE PROCESS STEPS : A. Presentment B. Chargeback ( chargeback steps 1-5 below ) 1. Merch disputes chargeback 2. Merch provides doc to support ( submitted on 90th day, XX/XX/XXXX ) 3. CARDHOLDER HAS THE OPPORTUNITY TO DISPUTE ( I was never allowed this chance ) 4. Account could be re-billed ( See Citi Representment Doc. XX/XX/2016 page 11 of attached PDF ) 5. Once re-billed = dispute resolved C. Second Presentment D. Arbitration TIMELINE : Submit my dispute Merch notified and granted 90 days to respond Merch responds on day 90 at XXXX ( with falsehoods and irrelevant information about insurance ) 2 days later, dispute is ruled in Merch favor AND funds are returned to Merch ( thus forfeiting any recourse Citi had ) and completely skipping my ( cardholder ) opportunity to dispute the Merch documentation ( step B3. above ). 
3 days after ruling in Merchant 's favor, a letter with Merch response/doc is drafted to me 5 days after the letter was drafted, it is mailed 14 days after being mailed, I received it 1 day after receiving a copy of Merch response, I submit my response ( " Cardholder Opportunity To Dispute '' ) with INDISPUTABLE PROOF of what I ordered AND that I did not receive what I ordered ( copy available upon request ) Finally, I am told that because the Merch was granted their funds back that Citi no longer has recourse in the matter and the Merch refuses to refund my money. 
Now the excuses start about insurance, that the Merch is willing to work with me, waiting to hear from me, etc. - none of which is true and displayed earlier in my multiple letters to Citi ( copies available upon request ) Each time I question why I did n't get full process, I get stonewalled Send Certified Letter to Citi Legal ( see attached PDF pg 1-16 ) Customer Service responds and does n't address the process - only calls the Merchant for discussion, not me ( the cardholder ) their customer Letter is sent to me ( see attached PDF pg 18 ) the letter never addresses my complaint I continually call to discuss the issue of PROCESS but am stonewalled ( as you can see from call logs in attached PDF pg 19-20 ). 
SUMMARY : Step B3 ( which is the step that protects the cardholder ) was completely skipped over and Step B4 was executed. 

Why did the Merchant get the last word before ruling in their favor and WHY did n't I get the chance to prove what he said is false AND to prove that I did n't get what I ordered? Having insurance on an order does n't mean the Merchant built the custom crate I ordered. Boxes are not crates - period. 

CONCLUSION : win or lose, the PROCESS was not followed and I ( the cardholder ) did not get to exercise my right to second presentment before the dispute was ruled in the Merchant 's favor. Equal opportunity to present all evidence was not exercised when the Merchant was awarded a victory prior to my ability to respond ( step B3 ). I should have had the opportunity for full process and therefore should be awarded. 

I welcome any request for additional information or questions you may have or clarification you may need regarding this issue and can be contacted via the information provided in the " My Information '' section of this submission.

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