Consumer complaint received 2026-04-22 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: FL

Complaint narrative:
I am writing to formally appeal Citibanks recent determination regarding my dispute with Wayfair. I was advised that the dispute was denied because it was determined that the merchants cancellation and return policy was not followed. This conclusion is incorrect and appears to overlook the documentation and timeline I previously provided. I followed the merchants return policy completely and within the allowed timeframe. On XX/XX/year>, I initiated a return request online as required by Wayfairs instructions for three ceiling fans I purchased. The items were not to my satisfaction upon arrival. The return was initiated well within the standard 30-day return window, and in fact the holiday return period had been extended through XX/XX/year>. Wayfair itself acknowledged my return request. I received confirmation on XX/XX/year>, at XXXXXXXX stating that the return had been received and I would shortly receive a follow-up email confirming the pick-up date for the items. However, more than three months has now passed and that promised email was never sent, essentially denying me the ability to return my purchase as was my right. Wayfair requires that these items be returned only through a pick-up arranged by their designated carrier, XXXX. I attempted to contact this company myself using the telephone number provided by Wayfair and discovered the number had been disconnected. It appears the company is no longer operating. I immediately notified Wayfair and provided proof of this issue. Despite doing so, Wayfair has never contacted me to arrange a pick-up or provide an alternative method for returning the items. I made multiple good faith attempts to complete the return process : XXXX initiated online per Wayfair instructions. XXXX Wayfair customer service. I was told I could return the items via XXXX XXXX. XXXX went to a XXXX XXXX location and attempted to return the items, only to be told this was not permitted because they are large items. XXXX I contacted Wayfair again and was told the prior information was incorrect and that only XXXX could pick up the items from my home. I advised the representative the phone number for XXXX was disconnected. Wayfair advised there was nothing further I could do and provided no alternative solution. As a consumer, I can not force a merchants logistics provider to pick up merchandise. I followed every step required by the merchants return policy and went above and beyond to attempt to return the items. The failure to complete the return rests entirely with the merchant and their inability to coordinate pick-up. The items remain available for return and have been ready for pick-up since the return was initiated. I also previously informed Wayfair that I would dispute the charge if the return could not be completed because I did not want to lose my right to a refund due to delays on the merchants side. I am extremely disappointed that Citibank concluded I failed to follow the merchants return policy when the documentation clearly demonstrates that I did follow it completely. It is irresponsible and frustrating that not only did Citi not investigate this matter properly, but they also sent me a threatening letter advising they would report me to XXXX, XXXX and XXXX for failure to pay. These threatening tactics and language were seemingly done to intimidate me, however, I am still hopeful the " system '' in place to protect me will function properly. Citi encouraged me to 'seek other means to resolve this matter '', so here I am. I am requesting a full refund credit in the amount of {$950.00} for the returned merchandise that the merchant has failed to retrieve despite my compliance with their return policy.

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