Consumer complaint received 2024-01-08 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: AK

Complaint narrative:
On XX/XX/XXXX I purchased a XXXXXXXX XXXX XXXX XXXX from wayfair.com using a promotional balance offer through my Wayfair credit card powered by Citibank for the amount of {$750.00} with a protection insurance plan for {$100.00} which brought my total to {$850.00}, this showed on my promotional for 0 % interest for 12 mos. Chair was delivered in 2 separate boxes on XX/XX/XXXX and XX/XX/XXXX at which point we assembled the product for use. Upon assembly on XX/XX/XXXX, we found that not only had the box been damaged but the product as well. So I reached out to Wayfair.com who then gave me a partial refund of {$370.00} to keep the cosmetically damaged chair after finding out that I could not get the chair repaired through the insurance plan. After using the chair for a few days, on XX/XX/XXXX we found that the chair we not performing as shown via the wayfair.com site when purchased. I again reached out to them that day and informed them of the malfunction of the chair. The Wayfair. com customer service arranged for a free pick-up of the defective items and upon return a credit to my account for the remaining XXXX. I returned the product on the scheduled date of XX/XX/XXXX. Wayfair credit card soon after credited my promotional balance account for the remaining balance to bring it back to {$0.00}. I then purchased a XXXXXXXX XXXX XXXX XXXX in early XXXX on a promotional balance and paid it off XXXX  months later. After about a month or so, I got a repeat charge for the amount of XXXX for the message chair again without the protection plan. I contacted them at which point they said they had seen the mistake and would fix it. It soon went away and then was placed back into the account at which point I was advised, that I would need to do a dispute for the current promotional balance for the message chair that was returned 3 months prior. In XX/XX/XXXX, I did a second dispute for the charge and called wayfair.com to verify receipt of the chair return and Wayfair credit card ( Citibank ) for an explanation of why I am repeatedly being charged for an item I do not have. By XX/XX/XXXX I had spoken to supervisors on both sides of the Wayfair team to find out why they denied my last dispute saying that Wayfair.com never received the returned product. After contacting Wayfair.com so many times a member of their management 3-way called Wayfair credit card ( Citibank ) to express they had receipt of the chair and they are not the reason for them to keep adding back the charges for the chair. With the supervisor from Wayfair.com, Citibank Wayfair credit card, and myself on the phone Citibank said that they had seen the mistake and would fix it then, with a promise that I would not have to call back and continue to deal with this. At this point, I have been out of the credit of {$750.00} that I have desperately needed over this time as I am a XXXX XXXX XXXX  of XXXX and moved halfway across the world and more importantly the credit impact of carrying this balance monthly. I truly thought I had some resolution with the last encounter with the creditor. After about a month or so later XX/XX/XXXX and not seeing the charge drop off I contact them again. I have completed my degree and am ready for the next phase of my life and start to financially put my life back together. When I contact them ( Citibank not wayfair.com ), I start from the beginning of my situation as I have 40 times before, and they tell me they know nothing of this and I need to write another dispute. I am at my end at this point and ask to speak to management who can look into this properly and give me an actual standing answer. I spoke to 3 different supervisors over the next few weeks who all apologized for my troubles and assured me they would get it taken care of as soon as 7-10 business days It turned into 3-5 days, and the last was 24-48 hours on a Thursday that would essentially be handled monday morning. So, now it is XX/XX/XXXX, and I get a notice that XX/XX/XXXX is coming around and I still have a promotional balance of {$750.00}. I have paid all my debt to this creditor besides exactly the {$750.00}, which I told them, I refuse to pay for something I do not have and I have suffered for your company 's miscommunication or mistake and it is not fair to me as the consumer who had nothing to do with this process but had to suffer through this. I have expressed this to them the last 3 times I called to speak to them and asked them to freeze my card, I do not use the card for any purposes any longer because once they rectify my account I no longer want to do business with them if this is how they treat their customers. Sorry, I began to rant a little toward the end but all factual.

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