Consumer complaint received 2025-12-01 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: MI

Complaint narrative:
I purchased from XXXX a large table that has rolling massaging function on XX/XX/year>. I purchased package protection in the amount of {$10.00} to ensure that I will be getting this package securely via in person pick up or with signature. This package protection ensures protection of this shipment, including easy return, any potential loss or damage to the item. The company uses XXXX per their policy and that was the service I agreed to. However, they changed to XXXX shipping and excluded any secured delivery signature requirement. The item is supposed to be delivered to me, based on tracking information, on XX/XX/XXXX. I never received the item. 

I called XXXX to inquire about the item and delivery. They claimed that the item is delivered to front door, with no signature requirement. I called XXXX and they claimed that the item is delivered with an image of the product left at a different front door, likely in another building within the community that I live in. I looked at the image and saw that it does not resemble my unit front door, with the door fixture showing as a different type of lockpad for entering. The image is extremely blurry as well to even know which unit it was delivered to. There are many similar buildings with the same unit number, and that it can be easily delivered to a different building of the same unit. But the fact that the front door fixture is completely different, that in itself should be sufficient proof that the item is not delivered to the correct address. 

I quickly called XXXX to ask them where exactly was the item delivered and to assist me with locating the package. They said I must reach out to the merchant to do so, as the recipient I have no right to open investigation. I contact XXXX and they said they will look into it, but I should ask around to see if any neighbors or building management may have collected it. I've looked and asked around the best that I can due to most buildings having their separate security system which I am unable to enter. I've waited over XXXX weeks, and when no response from both Merchant and XXXX, I reached out to my credit card company to ask them to assist with resolving this issue. 

Credit card company issued by Citi Bank was used in this purchase, in the amount of XXXX. They preliminarily issued a credit in that amount while pending investigation. The concluded on XX/XX/XXXX hat since XXXX had a delivery confirmation of the package at a delivered location, that it is considered delivered to me. I reached out to Citi XX/XX/XXXX to reiterate that the item was not delivered to my front door. The apartments in all the communities are similar but the confirmation delivery image of the door has a large black lock that looks nothing like my front door and keypad. 

They concluded that because an image is attached to a delivery confirmation, that in itself is sufficient and refused to investigate that it was in fact not delivered to me, and they disregarded the fact that I had purchased extra secure delivery, to make sure the item would have some kind of signature requirement, or allowing me to pick up at the local store upon arrival. Citi claims the case was concluded and that there is no need to further investigate this issue, despite item is not delivered to my front door. I am now at a loss of the full retail value of the item, and not having received the item. I am not sure what else I can do, as my plead for assistance to XXXX, XXXX, and Citi bank, is not leading to any resolution. I am not sure why I was given the option to purchase package protection, insurance, and secure delivery to prevent loss or damage, but when an issue had occurred, all parties ignored my plead to even investigate the most basic evidence. 

Please reach out to me at your convenience, I would like to speak with a representative who may be able to assist me with this claim.

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