Consumer complaint received 2025-10-23 00:00:00
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.
State: NC

Complaint narrative:
Consumer Financial Protection Bureau XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, NC XXXX Ref : Dispute with Citi Cards XXXXXXXX XXXX XXXX XXXX XXXX, SD XXXX Case Number : XXXX To Whom It May Concern : We visited XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX on XX/XX/XXXX. While there we placed an order for an XXXX XXXX XXXX XXXX massage chair totaling {$8500.00}. We were told the chair would be shipped within 14 days and that we would receive the tracking information within XXXX hours. We never received the email concerning tracking information. So, we contacted the XXXX XXXX on XX/XX/XXXX, and was informed that the corporate office has not received anything from the store, but that we should be receiving information shortly. 

Later that day we received a text from XXXX at the XXXX XXXX informing us that he had been in contact with XXXX and that the massage chair will be delivered in about XXXX weeks. He also stated that he will forward the tracking information once he receives it. We never received any further information. 

On Monday, XX/XX/XXXX, we again contacted the XXXX XXXX and wanted to just cancel the order. We were instructed to text all the information to XXXX which we did. They refused to cancel the order and on XX/XX/XXXX, provided information on tracking. They stated that the tracking number was XXXX and the chair was being shipped by XXXX XXXX XXXX. They even provided information from the shipping company. One problem, the tracking information was for a package that was delivered on XX/XX/XXXX, XXXX months before we visited the XXXX XXXX. The XXXX XXXX still refused to cancel the order. Also, if you will please note by the attachments provided the same tracking number has been provided for two different shipping companies for two different dates. In my opinion that doesnt happen unless fraud has been committed. 

They then provided tracking information from XXXX for a package that weighed XXXX ounces. They first claimed this was the XXXX massage chair. Later they claimed we refused the massage chair. They later claimed this was a projector and chargers that were included in the transaction. On my credit card statement for XXXX, you can see XXXX separate transitions with the XXXX XXXX, XXXX for {$8500.00} which was the massage chair and XXXX for {$210.00} which was for the phone chargers that we left the store with that very day. We have never refused the massage chair ; the massage chair has never made it to our door. Also, in the communications with the XXXX XXXX we have offered to return the projector if they provided us information on how to return it, which they have not. The projector remains unopened and unused. 

So, what we have is a chair that ; XXXX. It was delivered on XX/XX/XXXX, by XXXX, a full XXXX months before the purchase of said chair was made. This is according to the shipping information the merchant themselves provided. They also provided this information to Citi Bank in their response and Citi still believed them over their own customers. 
XXXX. A chair that miraculously was shipped by a different shipping company ( XXXX XXXX XXXX ) in XXXX of XXXX using the exact same tracking number that the first shipping company ( DHL ) used while delivering the chair in XXXX of XXXX. Of this shipment XXXX XXXX XXXX informed us this shipment was bound for XXXX XXXX in Texas. Just to be clear, we do not live in Texas, nor do we have any affiliation with XXXX XXXX. 
XXXX. Tracking information provided by the merchant detailing how the chair was shipped. XXXX problem with this is that the weight of the package was XXXX ounces. According to the XXXX website the XXXX XXXX XXXX XXXX XXXX weighs XXXX pounds. This would be slightly larger than XXXX ounces. 
XXXX. Also a chair that was destined to be delivered to XXXX OH as well as XXXX NC through XXXX XXXX XXXX as the attachments show. Also using the same tracking number as before. 

We have tried multiple times with Citi to have this issue resolved. We opened a dispute with Citi on XX/XX/XXXX. On XX/XX/XXXX, Citi responded we were responsible. We again opened a dispute on XX/XX/XXXX, on XX/XX/XXXX, Citi again responded with we were responsible. Once again, we have opened a dispute and received a letter stating that Citi could do nothing more and we would need to reach out to the merchant for resolve. 

During this process Citi believed the chair was delivered on XX/XX/XXXX, XXXX months before the purchase was even made. Then Citi believed the chair was delivered through XXXX even though the package weighed only XXXX ounces and was being shipped to the wrong address. Lastly, Citi believed we refused the chair. We provided documentation to Citi each time proving the tracking was wrong and Citi would never believe us. All during this time the XXXX XXXX provided fraudulent documentation that anyone with an inkling of intelligence could tell was fraudulent, but it is as if Citi is in on the fraud. 

After I received the letter from Citi, I decided to reach out to the XXXX XXXX XXXXXXXX more time and was told by an employee named XXXX to and this is his words XXXX XXXX I was getting nothing I contacted Citi once more on Thursday, XX/XX/XXXX, and first spoke with a representative named XXXX with the employee number XXXX. I was informed that she was unsure if the dispute could be reopened, but she would send in a request. I asked to speak to a supervisor and was transferred to XXXX, operator number XXXX. XXXX informed that the reason they could not issue me a credit for the {$8500.00} was that the XXXX XXXX refused to issue a credit to Citi bank. 

So here we are with no chair, with Citi expecting us to pay {$8500.00}. Citi promises to protect their clients from fraud from merchants, and they have not. 

I have attached all relevant documents, please assist us in resolving this matter. 

Sincerely, XXXX and XXXX XXXX

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