Consumer complaint received 2024-07-08
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A. (VA)

XX/XX/year> - Placed an order ( order # XXXX ) online with the merchant ( XXXX XXXX XXXX for a " XXXX XXXX XXXX XXXX XXXX '' XXXX XXXX XXXX XXXX XXXXXXXX with XXXX XXXXXXXX XXXX  Capacity '' in the amount of {$680.00}. 

XX/XX/year>- received an email from the merchant ( Appliances Connection ) with an update that my order was processed and " was waiting to be picked up by the shipping company '' the shipping method was listed as " XXXX XXXX XXXX : Threshold Delivery ''. 

XX/XX/year> - I received an email from the merchant ( Appliances Connection ) outlining my responsibilities regarding delivery. 

XX/XX/year>- received an email from the merchant ( Appliances Connection ) that " XXXX XXXX, XXXX. A representative from XXXX will contact you XXXX hours prior to delivery via phone and/or email to schedule a delivery time and date. '' Delivery was scheduled for XX/XX/year>. 

XX/XX/year> - The item was not delivered. The merchant ( Appliances Connection ) website and the shipping website ( XXXX XXXX ) were taken down and replaced with a notice that the company was out of business. Phone numbers for both the merchant ( Appliances Connection ) and the shipping company ( XXXX XXXX ) were out of service. There was no way to reach the merchant ( Appliances Connection ) or the shipping company ( XXXX XXXX ). 

XX/XX/year> - I disputed the charge with CitiBank as I had not received the item I purchased and the merchant ( Appliances Connection ) no longer existed. 

XX/XX/year> - Citibank noted the dispute was received. 

XX/XX/year> - Citibank contacted the merchant ( Appliances Connection ). 

XX/XX/year> - The merchant responded to Citibank. 

XX/XX/year> - I received a letter from Citibank stating " A copy of the merchant 's response is enclosed. 
Based on the information available, we have closed our investigation and reversed our credit. 
If after reviewing the merchant 's documentation you still wish to dispute this charge, please provide us with a signed letter which explains why you are disputing this charge. Also, provide the detailed description of goods/service that have to receive. You need to explain how or why the merchant was unable to provide the goods/services to you. You may also provide any other documentation which supports your dispute. '' *no merchant ( Appliances Connection ) response was included with the letter. 

XX/XX/year> - I called Citibank and spoke with a representative in the Dispute Resolution Center. She stated that a description of the item needed to be provided as well as my signature that I had not received any goods or services. And, that once received, the dispute would be resolved in my favor and the temporary credit would become permanent. 

XX/XX/year> - The requested information, signature, and documentation was provided to Citibank. 

XX/XX/year> - Citibank reopened the dispute. 

XX/XX/year> - Citibank contacted the merchant ( Appliances Connection ). 

XX/XX/year> - Citibank issued a letter stating that " The merchant was not willing to refund the money. They were closing the dispute and could not assist further. 
*I was not provided any of the merchant 's responses to Citibank XXXX 

XX/XX/year> - The merchant ( Appliances Connection ) responded to Citibank. 

XX/XX/year> - I contacted Citibank to resolve the issue. They stated they had no reply from the merchant ( Appliances Connection ). They had no documentation from the merchant ( Appliances Connection ) showing proof of delivery or any goods or services that were provided to me ( the customer ). They had no contact with the merchant, but closed the investigation without investigating. 
I requested that my previous call to Citibank be reviewed and the interaction between me and the Citibank representative be honored. My request was refused. I requested to speak with the investigator. My request was refused. I requested a copy of all documents and interactions associated with the dispute be provided to me. My request was refused.

I was offered a {$250.00} credit " as a goodwill gesture ''. I was pressured into taking it at that moment or they wanted to document my " refusal ''. I advised that I still wanted all the documents, and the issue escalated. I also requested the contact information of the Office of the President of Citibank, and stated that I would be escalating the dispute and their lack of due diligence with the investigation.

Citibank is in violation of the TILA, Refulation E, Regulation Z, the Credit Card Accountability and Responsibility and Disclosure Act. I reque
st assistance from the CPFB in holding them accountable these regulations.