Consumer complaint received 2024-02-28 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:
On XX/XX/XXXX I ordered bedroom furniture from " 1 Stop Bedrooms '', the cost was {$3500.00}. The merchant only delivered no 2 of 2 shipments ( bedrails only, delivery date stamp XX/XX/XXXX on the box, shipment photo dated XX/XX/XXXX ), and no 1 of 2 shipments was never received ( bed/ headboard, nightstands, 8 drawer dresser ). I attempted to resolve directly via phone numerous times with no result. I was told the furniture was in transit and scheduled to be delivered between XX/XX/XXXX and XXXX XXXX and I would be contacted by the freight company for a delivery date. I asked for the name of the freight company, so I could follow up, and the merchant refused to give me the contact information. After almost 2 months, on XX/XX/XXXX, I opened a dispute w/ Citi Bank . On XX/XX/XXXX, Citi Bank responded ( Exhibit A ) closing investigation, stating that the merchant claimed that all was delivered. Merchant had a copy of a photo on their portal of one small box. This photo was only of shipment 2 of 2 ( bedrails ), and there was no photo of a large shipment ( headboard, nightstands and dresser ). Citi 's letter did permit me to respond and continue the dispute, sending evidence. On XX/XX/XXXX I submitted a response disputing that the shipment 1 of 2 was delivered, including a copy of merchants own Tracking portal report which indicated that 1 of 2 was still in transit, and I also responded by asking Citi Bank investigator 's to review the merchants photo - " it is clear that the photo only shows one small box ( bedrails ), and the photo does not show any large boxes that would be necessary for nightstands, headboard and dresser ''. Further, we asked investigators to go to the merchant 's web-site and look at reviews - numerous bad reviews, complaints to the XXXX  ( see XXXX ), reports to NY XXXX. This merchant is a serial scammer, and many consumers have been defrauded ( like I have ). The XXXX  has issued an alert indicating that " 1 Stop Bedrooms '' files indicate a " Pattern of Complaints concerning the company 's order fulfillment '' ( Exhibit B ). On XXXX XXXX ( Exhibit C ) I received a response from Citi Bank that they had made every effort to resolve the dispute, but the merchant is not willing to issue a credit. We no longer have any additional recourse to pursue a credit ... Our investigation is now closed. 

Citi bank is negligent, as its investigation team failed to consider my response and ask the merchant to refute it, or require the merchant to provide any evidence that a delivery was actually made. The final Citi Bank response on XX/XX/XXXX ( Exhibit C ) only included : -Citi 's response included the same photo of shipment 2 of 2 ( which was on the merchant 's tracking portal ) of one small box on my porch. I had pointed out to XXXX  on XX/XX/XXXX that the photo obviously does not show delivery of a large shipment with headboard, nightstands and dresser. ( which would have been shipment no. 1 of 2 ). 
- Citi 's response included a copy of the Delivery information from the merchant that explains that the delivery of big and fragile items require special handling, and that they use a " final mile carrier '' who will CONTACT US TO SCHEDULE A DELIVERY APPOINTMENT. Accordingly, Citi should have requested that the merchant provide confirmation from the " final mile carrier '' that it was delivered. Citi did not. 
-Citi ignored our request for the investigation team to look at the merchant 's reviews and history of complaints. The XXXX  has issued an alert indicating that " 1 Stop Bedrooms '' files indicate a " Pattern of Complaints concerning the company 's order fulfillment '' ( Exhibit B ) Citi Bank did not provide or require the merchant to provide any additional evidence to address or refute our XX/XX/XXXX response. The merchant and Citi bank did not provide any evidence that the shipment 1 of 2 was delivered. To repeat for emphasis - at the time the merchant stated it was delivered, the merchant 's transit portal indicated it was not delivered, their photo on their portal and later submitted to Citi was of only one small box. The merchant did not divulge who the " Final mile carrier was '', which if it had, delivery confirmation could have been easily obtained by Citi Bank from a third party. 

Citi Bank is obligated to protect the consumer. Their own marketing says " Citi is at your side before, during and after every purchase. Your Citi Team ''. 

I DID NOT RECIEVE MY BEDROOM FURNITURE! 
Citi Bank should have protected me - been on my side, as they say they are. 

Citi Bank 's Investigation team was negligent in their duties, and it is disappointing that Citi would side with the merchant considering that the merchant provided no proof that the entire shipment was delivered, and that the merchant has a bad record of prior complaints as evidenced by the XXXX. I have been a loyal customer of Citi Bank for almost 20 years, I have an impeccable credit rating and history of paying my Citi Bank account balances every month. I have closed my account with Citi, and demand that Citi rectify this issue. 

I have called Citi following the final XX/XX/XXXX letter numerous times, and we can not get any assistance. Actually, they have been rude at times and terminated the call while I was explaining the situation. 

If possible, I will upload the following : -Exhibit A- XXXX  letter dated XX/XX/XXXX that I returned on XX/XX/XXXX with evidence disputing the merchant 's claim that anything was delivered. 
-Exhibit B - XXXX  alert - merchant has pattern of complaints -Exhibit C - XX/XX/XXXX XXXX XXXX final response -4 screen shot/ photos- consumer reviews and complaints about merchant

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