Consumer complaint received 2025-07-25 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:
Last month on XX/XX/XXXX I purchased a XXXX phone for {$1200.00} from Best Buy using my Best Buy credit card ( Citi Bank ). The package arrived incomplete, missing the XXXX XXXX ( stylus ). I called Best Buy to let them know and they instructed me to return the phone for a replacement, which I promptly did. I sent the phone back and they received it. Best Buy confirmed receipt of the return. The issue stems from the replacement phone. Best Buy shipped it via XXXX  with an expected delivery date of XX/XX/XXXX. That evening, at XXXX XXXX, I received an email from XXXX stating the package was delivered at XXXX XXXX.? almost XXXX hours later confirming this " delivery. '' I was home all day and no delivery occurred. XX/XX/XXXX I reported the missing package to XXXX, was given a XXXX  support ticket XXXX XXXX. On XX/XX/XXXX I received email from XXXX confirming the package was lost and they were not able to locate it. I also called Best Buy to report the lost merchandise. They promised a refund by XX/XX/XXXX. XX/XX/XXXX, XXXX, XXXX Called Best Buy again as no refund was issued. XX/XX/XXXX, Contacted the Citi Bank 's dispute department and filed a dispute over the phone and was told to upload documentation online or fax it. I did both and received fax confirmation ( Fax # XXXX of XXXX ). XX/XX/XXXX received a letter from the credit card company denying the dispute. They also warned that my account might be reported as past due to the credit bureaus. I called the dispute department immediately after I received this letter and I wrote them a letter requesting they reverse the dispute resolution and re-faxed the documentation - again ( Fax # XXXX of XXXX confirmation received ). XX/XX/XXXX, received another denial letter. I called the credit company again and asked for my case to be assigned to a different agent, as I felt they were not reviewing anything. I was given a new case number, a new fax number, and a new address. I sent documentation by Certified Mail to " Citi XXXX '' and also faxed ( Faxed # XXXX of XXXX confirmation received ). XX/XX/XXXX Faxed again ( Fax # XXXX confirmation received ) Mailed Certified to new address. XX/XX/XXXX Received another denial letter. XX/XX/XXXX, spoke with a supervisor at Best Buy, again and explained the XXXX  issue in detail and how the package was never delivered to my house. She said she would get back with me in a couple of days. That afternoon I received letter from Best Buy officially denying the refund. Despite my clear communication with XXXX, who have confirmed they lost the package, Best Buy and Citi Bank are still holding me responsible for the charge, claiming I am in possession of the merchandise. I have provided Citi Bank with this documentation, including my email correspondence with XXXX confirming their loss and also informed Best Buy about the situation and - No help. I told them to go ahead and trace the phone, and they will see is NOT in my possession because it was never delivered to me. Given that XXXX has acknowledged losing the package, Best Buy and Citi Bank should be investigating XXXX, not holding me accountable for merchandise I never received. Their ( XXXX 's ) " proof of delivery '' is what I am disputing, as the package was never in my possession. 
XX/XX/XXXX, I did not receive the merchandise. It is not in my possession. XXXX confirmed non-delivery. I still don't have a resolution. 
I have been a loyal customer of Citibank since XXXX, always maintained a perfect payment history, and never incurred any late fees. 
Thank you, XXXX XXXX XXXX

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