Consumer complaint received 2024-08-06 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: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
On XX/XX/year> I had ordered a part for my vehicle as instructed by my mechanic via XXXX XXXX and changed the part to my Citizen credit card in the amount of {$80.00}. 

I had disputed this amount originally via Citizens online portal on or around XX/XX/year> for non delivery. 

When calling parts geek they stated the item was delivered on XX/XX/year> which I refuted as so. 

XXXX XXXX customer service would not make good on the replacement or credit to my original credit card ( Citizen Bank ) On or around XX/XX/XXXX, I received a letter which arrived late to my address dated XX/XX/year> from citizens bank. The letter indicated they completed their investigation and reversed my temporarily credit and fully charged my account solely by the fact XXXX XXXX provided evidence that the item was delivered. And I had to respond by XX/XX/year> if I wanted to continue with this dispute. 

On XX/XX/XXXX, I spoke to a citizen rep XXXX XXXX Ref # XXXX regarding the issue in receiving their response letter late on XX/XX/XXXX and that I will submit the continued dispute option by faxing my response to do so. 

XXXX XXXX indicated claims was closed and that they will call next available day On XX/XX/year>, I prepared my new statement indicating I wanted to continue with this claim and detailed that I tried to resolve this with the merchant to no avail. I also indicated claiming an item as delivered is not evidence of actual delivery as many events could have resulted in the items not delivered but marked as delivered. Carrier may have claimed delivery but actually did not delivered the item, delivery to incorrect address, stolen by carrier or others and so forth. I further went on to explain that in civil law, title or possession does not pass from vendor to consumer until such time the actual physical goods were received by the party whereby actually physical evidence of good were transferred, evidence by signature. At that point title or possession passes. Without such evidence, the responsibility is on the vender sending out the goods and as such Citizen has a legal obligation to protect my interest as the contracted card holder. 

I faxed this document on XX/XX/XXXX and did finally receive a phone message from citizens dispute department stating for us to just send in the letter of continuance and indicate under penalty of law that I have not received the item in questions On XX/XX/year>, I spoke to a Supervisor XXXX XXXX whom appeared to be hostile with my claim and my inquiry, was aloof to my concerns and could not provide me with any information as she was confused with the notations on the account regarding this matter. She indicated someone from the dispute department will call and that never occurred. 

So as of today the charge is appearing on my account for items never received.

Company response to consumer: Closed with monetary relief