Consumer complaint received 2025-10-27 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: TX

Complaint narrative:
First of, I have initially filed dispute on XX/XX/year> with my credit card Citi XXXX XXXX. 

Also I opened a complaint toXX/XX/XXXXof New York. But I was turned down, the card company sided with XXXX XXXX XXXX XXXX XXXX XXXX 

I bought a die cast XXXX XXXX XXXX plane from XXXXXX/XX/XXXXonline on XX/XX/year> using my credit card. This company holds its store and office in XXXX XXXXXX/XX/XXXX The product arrived to my home XX/XX/year>, when my son opened it and put it together, the front landing nose gear will not stay still, it keeps falling off. So the problem started here. I initially contactedXX/XX/XXXXvia phone, I was told by the lady who answered that all parts problems needs to be handled via email XXXX in which I did wrote an email XX/XX/year>, and that same day a certain XXXX XXXX answered my email. He said that he will find replacement and send to me. I've waited and waited and emailed him again on XX/XX/year> for follow up. He said that he has sent me the replacement on a padded envelope. But since I emailed him, he thinks that I did not receive it, in which I told him I did not. He mentioned that he will find another part from their repository as the plane we have bought is already sold out. He even said that he will let me know if he has located the part. I answered him that I will be waiting. This was his last email to me. I've emailed him XX/XX/year>, but he has not answered me at all. He has stopped communicating with me, this person has ghosted me. On one of my email to him, I have mentioned that I am willing to send back the defective plane for refund or for a replacement of another one of my son 's choice. I just need some guidance on how to go about it But how could I know if this is possible since this person has stopped communicating and answering my emails. So I've filed a dispute ahead with my credit card Citi XXXX XXXX on XX/XX/year>. Initially the card company issued me a temporary credit of {$190.00} until their investigation. I was following up on this timeline, my card company contacted the merchant ( Geminit Jets ) XX/XX/year>. Merchant responded XX/XX/year> and got resolution XX/XX/year>. Their resolution - NO refund. 1 ) That my complaint is out of their time frame ( 3 months ) to assist for any action on my dispute since I bought the product XX/XX/year>. My answer to this, I tried to resolve it on my own as what Citi usually wants to be done, resolve with the merchant in question, in which I did, I gavXX/XX/XXXX lots of weeks to respond but they started not answering me, ignoring me, not communicating with me, I have to get help from my card company but they turned me down. 2 ) Also per Citi, the merchandise in question is still in my possession. Yes it is still with me. As what I've mentioned, when I communicated on my own with geminijets, I told them that I am willing to return the defective product, I just need some guidance on how to go about it. But since XXXX stopped communicating with me, I have no idea on how to go about returns, if they will accept it? If they will issue me a refund? If they will send me replacement? I don't know about this. 

I started following up on my claim with Citi, first on XX/XX/XXXX, spoke with a person named XXXX with dispute team. I was told that my claim is already close but if I send them the necessary docs that I have, there's a " maybe '' that it can be opened. So how can you send your docs when there is no assurance that it will be opened. I told this person, I want my claim reopened and he said ok and I have to wait 10 business days for it. So after the first 10 days, I called again, on XX/XX/XXXX, spoke with XXXX, she said that my claim is close and if I want it opened, she will submit the request. I have to wait 10 days again. Second 10 business days passed, called XX/XX/year>, spoke with XXXX, he said that my case is close and I can request for it to be opened again so he puts in another request. This time I was told that the merchant in question refuse to issue refund. On this day as well, I received a physical letter from Citi that my claim was denied for the reason that " the merchant is unwilling to issue a credit '' This has been my problem since. Me and my son are stuck with this defective plane that my son can not play. I am trying to get this corrected in a good way but I have no help. I paid for this product in full, no question, I am expecting it to be in great new condition without problems. 

Also when I complained toXX/XX/XXXX about XXXX XXXX XXXX XXXX XXXX XXXX this company keeps denying who will answer to my problem. Both of this company occupies the same address in XXXX XXXX but they said that they are different. Seems very fraudulent. And this 2 company denies each other wrong doing. On my credit card bill, the name was XXXXXX/XX/XXXXOrderXX/XX/XXXXwritten on it, but still when I complained toXX/XX/XXXXeach one said that they are different. Both does not want to be held accountable for their mistakes. 

I hope CFPB can help me on this problem. My credit card company has really turned me down as a consumer. I just want the product either returned for a replacement or my card company can issue me refund. I have done all that I can to resolve it on my own but the merchant in question is the problem.

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