Consumer complaint received 2024-06-19 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: NY

Complaint narrative:
On Sunday XX/XX/year> I made a purchase at XXXX  for {$690.00} using my Citi card and I received an email receipt for that purchase ( XXXX ORDER # XXXX Thank you for your purchase! ). Upon receiving that receipt I clicked on the attached link " View your order '' and the title of that page is " No longer available '' the site says " the link you followed is no longer available. '' I immediatetly opened a support ticket with the web hosting service of the merchant, XXXX XXXX Support Ticket # XXXX, and their reponse was " I would like to clarify that XXXX is a website and shopping cart service that some merchants use to run their online stores. We do not manage the shipping or sales of any stores. We don't manage any of the day-to-day operations of any merchants or operate on behalf of any merchants. 
If you have exhausted all avenues to contact and resolve your concerns with the merchant directly, I encourage you to reach out to either your bank/credit card provider or XXXX depending on how you paid for your order. This is because most banks have built-in security measures to protect you as a buyer and they will be able to provide you with the appropriate next steps. Your bank/credit card provider or XXXX will truly be in the best position to help provide you with further options regarding your payment and possible refund options. '' I have attempted to email the merchant many times and have never received a response, and still 3 months later the merchant store is still unavailabe. 

On the XXXX XXXX  the ORDER # XXXX is still stuck in the Ordered phase with Not Shipped and Not Delivered. 

These documents have all been uploaded to this dispute however with no human response from Citi on the dispute other than a letter that states " We may be able to assist you if you provide us with a documentation showing the merchant agreed to credit your account. If you are unable to provide this, you will need to seek other means to obtain credit. '' It seems obvious that there is blatant miscommunication or that this is not being handled by a human... I can't make it any clearer that there has been no response from the merchant EVER yet the investigator states that they are waiting for documentation from the merchant...? 

The dispute was originally completed in favor of the merchant somehow which 100 % must be a mistake made by Citi. 

We must appeal this or assign this to a new investigator. 
The merchant had disappeared instantly after making the purchase, other than the receipt there has been no contact, no updates, no tracking, and no delivery of anything. 
All of the docoumentation shows that yet for some reason the Citi investigator keeps resolving the incident in favor of the ( non-existent ) merchant.

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