Consumer complaint received 2024-04-10 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: CA

Complaint narrative:
This has been a horror story and this dispute process needs to be fixed as they have committed countless errors and Ive been very patient with them and nothing has been done I hope that someone can speak to me on this matter and clarify these mistakes they have made. On XXXX XXXX I filed a dispute with Citi against the merchant XXXX XXXXhat occurred on XX/XX/2023 in the amount of {$1100.00} I had told them the merchant sent me the wrong items and was contacted and began to ignore my emails wanting to return the items so I can recieve what I ordered, they took some information down in the phone and told me that that was all they needed and theyd reach out if they needed anymore information. On XXXX XXXX the dispute was closed in the merchants favor with them stating that the goods were delivered, I was confused as to why that would be valid proof and called immediately, come to find out that they filed my dispute incorrectly as goods not delivered. Not as recieved wrong merchandise which I now had to appeal the decision. I appealed the decision sending an email back ( I will provide all emails I sent ) proving my case with correspondence with the merchant as well as what I recieved on XX/XX/XXXX they got back to me acknowledging their error and asked for the following information ; correspondence with the merchant and what I recieved vs. what I ordered. On XX/XX/XXXX I sent the email with all the requested information, the following hour I recieved a notification that my case was closed because I didnt reply. I immediately called and was told that it was closed on accident and that they have recieved my information and will be reviewing it. Throughout this whole time I had not recieved the provisional credit or notified about the appeal being relaunched. On XX/XX/XXXX they sent me another letter stating that they didnt recieve the information requested which led to me calling and AGAIN they acknowledged a mistake and that the information was recieved and that they put in their notes to issue the provisional credit and to reopen the investigation because it was sufficient enough to overturn the claim. I had asked the representative for proof that this would be happening via email and she simply said that was outside of her power and not to worry as its all being put in the notes for the dispute team. Then subsequently on XX/XX/XXXX I was again sent a letter telling me my claim was closed for the XXXX time because of not receiving the information by now I am fed up with calling and calling when I submitted the proof that I recieved the wrong item and did my due diligence in contacting the merchant who scammed me and am now asking that they overturn their decision as either my claim is not being reviewed by a human and automatically closed or the claim is just not being filed in the first place. I will provide everything I have, Citi has all the phone records to review as well which I will show a screenshot to review the timestamps. I am clearly not in the wrong and this dispute has been so frustrating as its been almost 4 months that I am on the hook for this amount that I should not be paying because I didnt receive what I ordered I hope that this decision can be overturned. I have provided all evidence in files and have shown when I submitted evidence that they recieved it and on their claim tracker that its been closed right when I send it. Everything is attached in the files for your and their reviews I hope this decision can be reconsidered and actually reviewed by a person to see that I am in the right and can have my money back thank you for your help

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