Consumer complaint received 2025-11-23 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: AZ

Complaint narrative:
On XX/XX/2025, I went online with the intention to purchase XXXX single quick change XXXX XXXX to fix a relative 's car. I purchased these from quickchangecvboot.com doing business as " XXXX XXXX '' a company that I have had no prior business with. During the website check out process, the initial card that I used ( XXXX Bank ) was sent through as an error message. I tried again to no avail. Seeing this as a potential credit card error, I switched credit cards to my Citi Bank XXXX XXXX, a card I seldom used. Later on, on XX/XX/XXXX when the part arrived, I found that I received XXXX of them. These were duplicate orders with different order numbers ( # XXXX and # XXXX ). Looking at my statements, I realized that the XXXX card I wanted to use initally got charged as well as the Citi Bank XXXX XXXX I used due to the website error. I did not open XXXX in its entirety as I only planned on getting XXXX in the first place. I did open order # XXXX, the first XXXX paid with the XXXX XXXX, to see if all of the parts were there. Nothing was taken out or used. Order # XXXX was not even cut open and was still completely in its original packaging. This was the second, duplicate order that was paid for with the Citi XXXX XXXX after the website claimed the charge did not go through. I then, on the same day, sent an initial email to the listed customer service email about the double charge and received no response whatsoever. On XX/XX/XXXX, upon seeing my relatives car, the XXXX axle was not the issue and did not require these XXXX  boots whatsoever. I then sent an email to the same XXXX XXXX, referencing the double charge email that was not responded to, with my intention to fully deliver both products. When they did respond a day later, I emailed back immediately. Afterwards, it was very slow communication and my impression as a consumer was that they were wanting to wait out the return window. I then threatened to dispute the charges if no return was to be processed, which I did complete on XX/XX/XXXX. Upon this, after multiple days of no communication, on XX/XX/XXXX I finally received a return label from XXXX Co. I was out of town and unprepared for this due to the complete lack of communication and was currently out of town. I was not able to get back home and ship it via the XXXX until XX/XX/XXXX, which I promptly did. In the parking lot of the XXXX XXXX, I took pictures of the products as I did not trust the company XXXX XXXX XXXX ) whatsoever and their intentions, especially since they only reached back out after receiving the dispute from both of the credit card companies ( XXXX  and Citi Bank ). XXXX, seeing the ridiculousness of the merchant 's behavior, ended up siding with me and reversing the charge. This was the order # XXXX that actually was opened. The return was processed and sent back to XXXX by XX/XX/XXXX. I did not hear back from Citi Bank, who was still " investigating '' until XXXX XXXX, where they declined my dispute and sided with the merchant who claimed that " the merchandise was not returned in the same condition that it was received. '' This was for order # XXXX that was completely and utterly unopened. How they could claim this is beyond belief. As mentioned before, I have pictures of the entirety of both orders and will be providing them. Not a single piece was missing, damaged, or used. I will include pictures from the site quickchangecvboot.com of what was supposed to be included as a compare/contrast. At the end, with Citi 's decision, I am completely out of both the money and the product. I am being asked to pay {$150.00} for absolutely nothing. XXXX the fact that the Citi transaction was due to a fault in the company 's website in the first place, and was a double charge. Why was XXXX able to make it right, despite being the first and actually opened order? Why does Citi side against its consumers in favor of shady merchants? I attempted to reopen the dispute, and was unsuccessful in doing so. This is what brought me to file a formal complaint against Citi Bank.

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 monetary relief