On XX/XX/2023 I made an online order for XXXX soccer jerseys on XXXX. I also paid for expedited shipping with my order, which stated that delivery would be within 5 to 7 days. The total of my order was {$140.00} On XX/XX/2023, I sent the merchant an email asking why I still have not received my order, almost one whole month later. I did not receive a response to this email. On XX/XX/2023, I sent the merchant another email, explaining that it had been way past 2 months and I still did not receive the order. I did not get a response to this email, either. Soon after this, I filed a dispute with Citi Bank, case number XXXX. When I filed this dispute, the customer service agent told me that I was instantly going to receive a conditional credit to my account for the amount in dispute of {$140.00}. A few days later, I had checked my checking account and noticed that I did not receive the credit to my account. I called Citi Bank and they said that they do not offer conditional credit in these cases ; the previous customer service agent was uninformed, or lied. I said okay and let them process the case. On XX/XX/XXXX, I received a paper in the mail asking for more information about my case. I filled the paper out, stating all of the details about my dispute and sent the paper to the email address provided on XX/XX/2023. On XXXX XXXX I spoke to Citi Customer support to see what was the status on my case. The agent told me that my case was denied because I did not provide enough information. She said however, I can appeal the case at my nearest Citi Bank branch. She said to print the emails I sent to the merchant, as well as any proof of my purchase. I printed the XXXX emails I sent to the merchant, and the invoice that the merchant sent me. When I arrived at the branch they told me that theyre not sure why support sent me to the branch, as they have to do this over the phone with customer support. So, I had to speak to customer service about my dispute over the phone, at the branch. The workers at the branch told me I had wasted my time going there.