Consumer complaint received 2025-01-16 00:00:00
Product: Credit card — Store credit 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: TN

Complaint narrative:
I purchased an over {$6000.00} fence on my Wayfair Citibank credit card. The purchase put me over my credit limit, but Citibank still approved the purchase. The item was delayed for a while. And when it finally came in it shipped via aI purchased an over {$6000.00} fence on my Wayfair Citibank credit card. The purchase put me over my credit limit, but Citibank still approved the purchase. The item was delayed for a while. And when it finally came in it shipped via a tractor trailer on multiple huge pallets. Upon inspecting the item, I realized that the fence was falsely advertised. On Wayfairs website it never stated that the fence would come in multiple small pieces. It displayed a fence panel when the item arrived. It was multiple small pieces that you had to put together to make one fence panel so the item on Wayfairs website was falsely described. We reached out to Wayfair to ask to return the item we were instructed that our account was flagged because we had previously returned an item because the price was cheaper and Wayfair wouldnt price match at the time so they gave us the option to return the item. We return the item in good condition and got a credit but because I had done a previous return within 30 or 60 days. They would not speak to me. My account had to be transferred to a higher level of customer service. When the higher level of customer service finally reached out to me because remember regular customer service would not speak to me because my account was flagged. It took well over a week or two for the higher department to get back to me. They told me I was outside of my 30 day return policy and that because I had already returned an item before I was not allowed to return anything else to Wayfair and I needed to pay the bill. This is not just a {$200.00} chair that you dont like this is over {$6300.00} worth of fencing panel that was Miss advertised on their website me as the consumer notified them within the 30 days but because I had to wait several weeks for the hire department to reach out to me I was instructed I was not allowed to return the item and I had returned too many items which I had only returned one item, and there was no issue with my return. I have since then disputed this charge with Wayfair. I have submitted evidence as they have asked I have offered numerous times to return the item. I just want my money back. They investigated this for over four months. We opened a dispute in XXXX. They just stopped investigating it a few months ago and did not let me know the outcome every time I called Wayfair they told me that my bill did not need to be paid because it was under investigation. That was false because I was constantly charged an over the credit limit fee and I was charged late fees. I called them every single month and was told the same thing I did not need to pay and I would not be charged late fees. They continue charging me late fees. Eventually, they decided I am assuming with the merchant Wayfair because now they are threatening attorney action against me to get their payment. I have continued to ask numerous times to return the item. I have proven that it was falsely advertised. Citibank and Wayfair refused to work with me. I spent hours each month calling Wayfair to try to resolve this and I get nowhere. I am transferred from department to department to department. I am given a case number I was just instructed to call another department which I did call and I was instructed by them. I have to pay the bill. theres nothing they can do. Wayfair no longer sells from this manufacturer, which I feel is pretty funny because I feel like theres other people who probably had the same issue with me and that they see that its falsely advertise and it was probably returned a lot the item and now they dont sell that particular merchant anymore. I have tried numerous times to resolve this with Citibank and I have tried numerous times to resolve it with Wayfair. At this point, Wayfair will not speak to me and I have to go through Citibank. When I call Citibank, I am directed to numerous apartments, and the last conversation I had which took several hours. I was instructed that there was nothing that she could do to help me and that I had to pay the bill. I dont feel like anyone is listening to my concerns. I have explained that the item was not delivered as advertised. As Ive stated its not just a couple hundred dollars Im out Im out {$6000.00} at this point and I refuse to pay for something that was falsely advertised. I still to this day would like to return it. I have everything in the pallets and would like to return it to Wayfair to get a refund, but they will not allow me to do this cause it is outside of the 30 days. It is absolutely absurd to have a 30 day policy on something that somebody bought for {$6000.00}. I need some kind of help from someone to help me resolve this issue. It is destroying my excellent credit and I feel like I should not have to pay {$6000.00} on an item that was one false advertise and two that I have done my due diligence and trying to return and I have spent hours upon hours trying to work with Citibank and work with Wayfair. But I am now being told that I am going to be sent over to an attorney for an attorney to get their fees. They are hounding me nonstop with calls they are hounding me nonstop with certified letters. I have made so many attempts to try to resolve this with them. I have even offered to pay a portion of it to try to get my credit return to its good numbers and they will not work with me at all. They only want the over {$6000.00} and I have to keep the defective unethically advertised fence. I need someone to help me. 

I also wan na add that per Wayfairs credit card practices in Citibanks. It says right on the back of their statement that if you were dissatisfied with your credit card purchased because of the goods or services that you have purchased with your credit card and have tried in good faith to correct the problem with the merchant you may have the right not to pay the remaining amount due on the purchase to qualify for this. The purchase must have been made in your home state you mustve used your credit card and you must have not yet fully paid for the purchase. If all the criteria is met and you were dissatisfied with the purchase, please contact us in writing at the address for billing errors and customer service shown on page one of your statement we will investigate. I have submitted numerous documents in writing to Citibank and Wayfair as described in their statement they have done the investigation. Never let me know if their decision, but I am assuming that they decided with the merchant and are now reporting me delinquent, which is not the truth because I have tried numerous times to fix this.

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 non-monetary relief