Consumer complaint received 2024-12-08 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: CITIZENS FINANCIAL GROUP, INC.
State: MI

Complaint narrative:
My wife ordered a Outdoor storage shed and a Green house from XXXX XXXX for XXXX and XXXX respectively on XXXX XXXX and paid for it via Citizens credit card, number and details on file with Citizens Bank. XXXX XXXX refunded XXXX, the cost of the storage shed due to unknown reasons. The green house was never delivered and when we attempted to resolve the issue with XXXX XXXX ( XXXX XXXX ) they did not make delivery of the greenhouse or issue a refund. 
I contacted Citizens bank on XXXX XXXX and filed a claim to dispute the XXXX charge. Citizens Bank initially issued a credit for XXXX following which I received a correspondence from Citizens on XXXX XXXX stating that the 'merchant provided documents shows that the services were rendered as contracted '. The letter from Citizens also noted that I am obligated to pay the entire disputed amount of XXXX ( please note that the amount I disputed is XXXX ( XXXX ). This letter also informed me that if I wished to continue the dispute to submit additional information to Citizens Bank no later than XXXX XXXX. 
When I received this letter from Citizens Bank, I contacted Citizens bank on XX/XX/year> via Phone and spoke to a supervisor in the fraud department and notified him that I am still disputing the claim. He filed two claims, claim number XXXX for the claims department and XXXX for the executive office, apparently to escalate my complaint to the respective departments. I informed the supervisor during this call that I would like all correspondence from Citizens Bank in writing only. 
Please note that the documentation submitted to Citizens Bank by XXXX XXXX and subsequently delivered to me in the later dated XX/XX/year> was very difficult to read due the font size and contrast. I did locate a XXXX tracing number that XXXX XXXX had included in the correspondence contacted XXXX, and was told by XXXX to contact XXXX XXXX products, and provided with a XXXX phone number to XXXX. I contacted XXXX and was informed that XXXX deals with home appliances and not with green houses and hence they were unable to assist me further. 
I informed Citizens bank via email, as a return email to a previous correspondence that I received from Citizens, on XXXX XXXX to inform them about the above conversation with XXXX and XXXX and asked Citizens to investigate this transaction further. 
I did not receive any reply to my email dated XXXX XXXX or to the two claims filed by the supervisor in the fraud department as XXXX XX/XX/year>. When I contacted Citizens Bank on XXXX XXXX I was informed that claims department had noted on my account that they did not receive any correspondence from me as of XX/XX/year> ( which is not true, I sent an e-mail on XXXX XXXX as noted above ) and hence the dispute is closed and the charge of XXXX has been applied to my account for me to pay. 
Please note that I had extensive conversations with Citizens on XXXX XXXX during which I was notified that I am unable to speak to someone in claims department in a customer initiated phone call which makes it difficult to resolve the issue or provide information to the department that is directly involved in this dispute.

Company response to consumer: Closed with monetary relief