Consumer complaint received 2024-06-10 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: FL

Complaint narrative:
The below was provided as well as 11 other emails with the vendor, XXXX XXXX, citi has not acknowledge receiving any of the information even though it has been sent 4 times. 

Subject : Dispute XXXX XXXX XXXX XXXX XXXX the merchant not providing a refund numerous, 11 emails containing details of correspondence with XXXX. 
Events XXXX. Email received on XX/XX/XXXX @ XXXX Saturday, regarding next shipment XXXX. Email sent to XXXX XX/XX/XXXX @ XXXX Saturday requested to skip order a. I think you need to provide notice before shipping, I want to skip this order and have already gone into the subscription site to delay until XX/XX/XXXX. Please do not attempt to ship this order. 
XXXX. Email received XX/XX/XXXX @ XXXX Monday a. Please be advised that your subscription has already been adjusted. However, because the adjustments came in after the last order was processed, we were unable to cancel the order. Unfortunately, your recent order has already been processed therefore I am unable to cancel it at this time. Once the order gets delivered, please write back to us so we can send you a prepaid return label and we will be able to issue you a refund once we receive the returned order. 
XXXX. Email received Tue XX/XX/XXXX XXXX XXXX Tuesday XXXX confirmation XXXX. Email sent to XXXX Tues On XX/XX/XXXX, at XXXX, a. wrote : You were informed before the expected next date and this should not have happened- please cancel all future subscriptions. This is not acceptable! 
XXXX. Email sent to XXXX XXXX XXXX @ XXXX a. Apparently, the order was not cancelled. While my order was placed XX/XX/XXXX, it was not received until XX/XX/XXXX this the next shipment was early and, you did not provide any notice of shipment with sufficient time to cancel. The day I received notice the order was shipping, I immediately told you to not ship. Supposedly the order is being delivered today, please send me an XXXX XXXX at your cost so this can be returned. 
XXXX. Email sent to XXXX XXXX XXXX @ XXXX XXXX a. I am giving you until tomorrow to rectify this issue before I dispute with my credit card company. XXXX, not only did I ask to skip this shipment, the shipment was sent only XXXX weeks after receiving the first shipment and the price was {$50.00} more than expected. As Ive said, I want this cancelled and my money returned. And now, since you shipped then subscription order without considering my notice to you, the product was delivered yesterday, youll need to issue the XXXX so it can be returned. 
XXXX. Email received from XXXX XXXX XX/XX/XXXX @ XXXX XXXX  a. We'd love to assist you with the return of the order just to make sure, are we shipping back the entire package? 
XXXX. Email response XX/XX/XXXX @ XXXX XXXX  a. Yes, why would it be anything less when you were informed to cancel the shipment? 
XXXX. Email sent XX/XX/XXXX @ XXXX a. Your customer service is atrocious! I have tried numerous times to handle the subscription and have been met with lack of concern for me as the customer and nothing has been done to assist. I received an email on XX/XX/XXXX indicating my subscription would be shipping soon, immediately, I went in and chose to delay the shipment and sent an email to the same affect. I was then told on the XXXX, the subscription was going to be mailed anyway and that a return label would be provided after I received the order. That was not acceptable, you were informed to stop the shipment and chose to ship anyway bad business practice and deceptive. My original order was not received until XX/XX/XXXX, 30 days from that date is not XX/XX/XXXX stop the deceptive practice! Then, Ive attempted to contact you several other times to get the return label and make sure this doesnt happen again. Give the lack of response and still no return label and OH, the price I was charged is {$50.00} more than what it should be, I chose to cancel my subscription all together. Who is going to rectify this situation? 
b. If I dont hear back by tomorrow morning, I will dispute the charge with my credit card company, I am tired of waiting for someone to resolve the situation. 
XXXX. Email from XXXX XX/XX/XXXX @ XXXX XXXX  a. Your return shipping label is ready b. Once again, we apologize for the inconvenience this has caused you but please use the return label we have sent out in a separate email to return the last order. Kindly do email us back as soon as you see the tracking show as delivered back to us so we can process the refund. 
XXXX. Email sent to XXXX XX/XX/XXXX @ XXXX a. Order returned and received on XX/XX/XXXX yet I do not see a credit back to my card. Please process this immediately and advise. 
b. Attached email includes proof the order was returned and received by XXXX. 
Not sure what more I need to provide to substantiate the entire process and over abundance of communication from my end.

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