Consumer complaint received 2024-11-12 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: CA

Complaint narrative:
I went to Ornate Skin 's booth at the XXXX XXXX XXXX on XX/XX/year> and was going to make a purchase for skin case products however wanted to cancel my transaction right away. The employee I was working with while at the booth confirmed the charge was canceled and stated it was okay as I asked right away and I walked away without any of their products as I did not purchase them and saw they had placed the items back on display. 

When I checked my Citi credit card account at a later time, I noticed that the purchase was processed and I filed a dispute to the best of my knowledge from the options given on their website app on XX/XX/year>. Citi began their dispute process and I made multiple calls for follow up on the case status and obtain further guidance as I wanted to ensure Citi knew I did not receive any products, therefore I shouldn't have to pay the charged {$330.00}. The representatives from Citi told me to reach out to the vendor for a resolution to my case as it XXXX be the easiest path. 

I followed their guidance and reached out to the vendor XXXX XXXXn via email between XX/XX/year> - XX/XX/year> who stated they have been assured by their employees that I had received their products, and asked if I could speak with them over the phone to review the products I had supposedly obtained. I did not feel comfortable engaging further as I wanted to have conversations written in writing versus having a verbal conversation reviewing items, as it did not make sense to have a conversation about items that are non-existent. I was never provided from the vendor any details about a cancelation policy, and found it confusing as the employee confirmed the cancelation. 

In addition, the vendor XXXX XXXX seems to make quick errors as they sent me a confirmation of registering a device through them called " XXXX XXXX '' which costs around $ XXXX to my recollection. I was introduced to the device and provided with an explanation, but I did not agree to make a purchase and was sent a lifetime warranty for a purchase I never made. 

I called Citi once again to obtain further guidance and was advised not to reach out to the vendor if I feel uncomfortable and they would handle it for me. Upon review, the representative stated I had filed incorrectly that it was a " cancelation '' when it should have been " non receipt of goods ''. I stated I filled out the form to the best of my knowledge as the verbiage was confusing with the representative agreeing with me. I have attached the options for Citi 's dispute process and to the best of my knowledge I chose " I have canceled or attempted to cancel this transaction for goods/services from this merchant '' as it made more sense than choosing the supposed appropriate option " I ordered XXXX services from the merchant but I never received the goods/services '' as I didn't order the goods online and was there in person. The Citi representative stated he would rectify the situation and place it into the appropriate category and it should be resolved very quickly as it is a simple case of not receiving the items. 

I was notified on XX/XX/year> that my case was closed with Citi and my credit would be reversed. I was given an option to appeal the decision and I had made another call to fully understand the situation and was guided to write my statement of what occurred which I completed on XX/XX/year>. 

On XX/XX/year> I received a letter from Citi stating I did not fulfill the cancelation proof, however I didn't understand how I was supposed to obtain it if the vendor wasn't providing it to me and Citi stated the vendor was not responding to their request as well. 
If the vendor does not provide the evidence to Citi, how is a customer supposed to provide that? I kept asking each Citi representative for help as I needed protection from a vendor that is lying as it was a large amount of money to lose for not receiving any items. The Citi representative stated they would try again to open my case and ask to investigate my case. 

On XX/XX/year> Citi sent another letter stating the debits and credits to my account. I was confused with this letter and thought it was a latter stating facts and continued to wait. 

I called Citi XX/XX/year> and was told that my case was closed as I did not provide sufficient evidence of cancelation. I reiterated again that I could not provide evidence as I could not obtain it after requesting it from the vendor with Citi stating they could not obtain it either. I asked the representative if Citi could not obtain the evidence, how could I? Citi then told me that there was nothing that could be done as they went through their investigations. I stated it did not make sense why they were giving me such a hard time when I always pay off my purchases unless I did not receive the product as it was in this case. I should not have to pay for a product I did not receive. The Citi rep then stated she could only reopen my case in XXXX circumstance and proceeded to ask me questions as if I was supposed to know the right answer. To my understanding, I gave the wrong answer as I did not fully understand the technical verbiage they were using. I then got another run around as to why I can not reopen a dispute as their investigators did their job and because I had failed to provide supporting evidence, my case was closed. I reiterated I did not receive the product, therefore I should not have to pay. The Citi representative was very rude and the conversation escalated so I requested to speak with her supervisor. When speaking with the Citi supervisor, she was rude as well and stating incorrect facts about my case upon which I was trying to providing clarification however was unable to do so as she refused to listen and kept talking over me which further escalated the situation. For example, the supervisor stated the investigators were currently working on my case which was not true as the representative stated my case was closed and no action is being taken as there is no solution to my case. The Citi supervisor continued to speak over me which again increased the conflict and then hung up on me. 

After the phone call, I filed a complaint to Citi regarding the matter and received a phone call on XX/XX/year>. The representative stated he reviewed my case, listened to all the phone calls between myself and various Citi representatives, and apologized for the poor management of both representative and supervisor on XX/XX/year>. He then stated there was nothing that can be done to get my refund back as I had filed it under a cancellation versus non receipt of goods. He added that there was no response from the vendor after their initial attempt to contact, therefore the responsibility is upon me to provide evidence. I stated the vendor had confirmed my transaction was canceled and I walked away from the booth after they had said it was and did not take any products with me. In addition, the vendor had sent me another email with a product that costs about {$3000.00} - {$4000.00} thanking me for the purchase when I did not authorize it. The Citi representative continued to state that my case was filed under the wrong category as cancellation when it should have been non receipt of goods, and apologized that the other multiple representatives had provided me the wrong information. I stated I thought they had transferred my case from cancellation to non receipt of goods in my previous call, and received the response that because my transaction has been done in person it didn't matter which option I chose to file it under as I would have lost either way as they are dealing with XXXX and XXXX policies. I stated I can not understand how I can't get a refund of my money when I did not receive any goods. The representative stated he knew I wasn't comfortable with speaking to the vendors anymore however advised the only option was for me to reach out once more to the vendor to see if I could get a refund. I responded I did not feel comfortable as they have already swindled me out of my money and I do not wish to speak with them anymore. I asked if there was anything else I could do and received the answer that there is nothing I could do to get my money back, and I lost the money. They stated they can not submit another case as they already placed it under the cancelation category and can only be submitted once to the vendor. I asked why they couldn't open a case as it was filed under the wrong category as XXXX of the Citi representatives I had spoken with in the past stated they had moved it to the appropriate category of non receipt of goods. I was given a response that unfortunately I was provided with inaccurate information by multiple representatives I spoke with. I added I should not be penalized for multiple Citi reps telling me inaccurate information, and stated the verbiage used was very confusing with the Citi rep agreeing and adding the letter from Citi dated XX/XX/year> is confusing and does not provide any details. 

He apologized that I was given the wrong information and there was nothing I could do to get my money back as both the vendor and I can not show proof that I did not receive the goods or the transaction was canceled. I asked how either party would be able to show evidence and he stated he was not sure. I asked then, why is it that the vendor has so much power when they are swindling me out of my money without anything to show for it, with the representative stating that they aren't protecting the vendor but following policies. He then confirmed and stated there is nothing else I could do and that there was no other entity that was above him or his department that could assist me after the call placed on XX/XX/year>. 

I have exhausted all means to rectify this situation and in dire need of help and protection. If I could please get assistance with getting my money back I would greatly appreciate it as again, I do not have any items in my possession for the {$330.00} paid. I never dispute a charge unless I didn't receive the product and hope someone can help me as I am being taken advantage of. I have also reported the vendor XXXX XXXX to the FTC, and thanks to the professional guidance from CFPB I will be reporting it to other agencies in hopes that no one else will be swindled by this company as I have. Thank you for taking the time in reading this, and I hope that I can get protection as a consumer who did not receive any goods.

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