Consumer complaint received 2024-03-02 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: NJ

Complaint narrative:
Im reopening this complaint for CFPB to please review this issue and assist. This case is in connection with 2 separate transactions on my credit card, this transaction was one transaction when in initial however after the merchant cancelled the transactions I noticed 2 separate transaction from the same merchant one for {$630.00} & another for {$1800.00} however after submitting all the evidence to the credit card company showing them that this merchant literally cancelled my order off of their own will. They still went ahead and reversed the {$1800.00} credit from my account without properly reviewing my documents. THEY KEEP LISTENING TO THE FALSE INFORMATION FROM THE MERCHANT SAYING I REQUESTED TO CANCEL THE ORDER WHEN MY DOCUMENTS CLEARLY SHOWE THE MERCHANT CANCEL MY ORDER. I did not request to cancel it, the email clearly state that the merchant cancelled my order and say I will receive my refund. The merchant provided some documents saying I requested to cancel the order when that is totally false they cancelled the order & I never received any item from them. If the credit card company review the documents that the merchant provided & also the cancellation emails I received from the merchant they can clearly see the order and everything is matching & the cancellation was done directly from the merchant. They never shipped any item to me or I never received any item. I will be attaching all the documents under this complaint also On XX/XX/2024 I tried to make a purchase on a merchant website with my citi Costco credit card, I made the purchase on the website and my card got charged 20 mins later I received an email saying my order could not be processed and it got cancelled, the email says I will receive my ful refund since they cancelled my order, however after waiting several days I never received my refund, so I reached out to my credit card provider Costco Anywhere Visa Card by Citi I requested them to file a dispute to see why I havent received my refund since the company cancelled my order & said my refund was issued. After sever days of the dispute being open Costco Anywhere Visa Card by Citi keep asking me for documents which I promptly keep providing that clearly shows the merchant is the one who canceled my order & never delivered anything to me. Yet Costco Anywhere Visa Card by Citi went ahead and close this dispute based on false documents provided by the merchant, the merchant told Costco Anywhere Visa Card by Citi that Im the one who requested to cancel the order & they dont accept cancellation which is completely false information. This cancellation was done by the merchant which all my evidence provided clearly shows that the merchant canceled my order and should provide me my full refund!

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