Consumer complaint received 2025-06-16 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: IL

Complaint narrative:
I purchase on XX/XX/XXXX for {$870.00} including taxes on XX/XX/year>. Item said it was delivered within a couple of days but I hadnt received, I contacted XXXX XX/XX/year> right away and they said since it was listed as delivered there was nothing they could do. So I contacted citi bank and made a dispute. Once I had made the dispute citi bank said I should contact XXXX to ask if they could refund so the dispute could be closed faster. 
XXXX responded that if I closed the dispute they would initiate the refund. So I closed the dispute with citi bank. XXXX said I needed to wait 7-10 business days for my refund to appear in my credit card account. I waited but it didnt show. 
XX/XX/XXXX the refund was issued yet it wasnt processed On XX/XX/year> I contacted XXXX again and they said I needed to wait a few more days for the refund to show. confirmed this with an email what was said sent to me XX/XX/year> I contacted XXXX again and they said that the refund should be in my account by now but just in case to wait a few more days. -confirmed this with an email what was said sent to me XX/XX/year>, spoke to vashum agent from XXXX and she said she saw the notes and I just needed to wait a little bit longer. 
XX/XX/year> I contacted XXXX again and they said that they manually did the refund again to my original form of payment and the money should be in my account within 10 business days. -confirmed this with an email what was said sent to me XX/XX/year> I contacted amazon XXXX the XXXX agent XXXX again and they confirmed that the money should be in my account within a couple of days because sometimes there are delays -confirmed this with an email what was said sent to me XXXX XX/XX/year> I contacted XXXX and the first person who answered said that she saw the refund was issued but on their end it said that it wasnt actually processed thats how it was listed in their system. Then I got transferred to a supervisor and they said that they saw all of the notes of our previous conversation but they werent going to issue the refund that the bank needed to handle it. 
Because the refund that was issued XX/XX/year> was completed and that citi bank had the money. 

In between all of this we contacted citi through phone again since XXXX making us wait a long time and they said since we had closed the dispute there wasnt anything they could do to help because once a dispute is closed they send the money back to the merchant and remove the temporary credit they place in my account. Later like 2 weeks after we went to the citi bank in vernon hills illinois and we told them the situation and they said since our dispute was closed that they can not open another dispute or even request the money from XXXX to put back into my account. 

In the end neither XXXX or citi want to return the money.

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 non-monetary relief