Citi treats defective-product exchanges as new purchases instead of offsets
When a customer exchanges defective items, Citi is recording the replacement as a new charge without netting the returned items refund. The result is an inflated balance and missing rewards or price-match adjustments.
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Similar Problems
surfaced semanticallyCredit card issuer closes purchase disputes without reviewing return proof
Cardholders disputing charges for returned merchandise report issuers closing investigations based only on outbound delivery data, ignoring documented proof of return and failing to request supporting evidence before ruling in favor of the merchant. This leaves consumers liable for charges on items they no longer possess.
Bank allegedly breaches its own written balance-resolution agreement
A customer reports Citibank's Executive Response Unit had confirmed a zero balance adjustment in writing, but the bank later reported a credit error anyway. Individual vendor-specific dispute.
Card Issuers Fail Chargeback Disputes When Merchant Provides False Documentation
Citibank denied a chargeback after a merchant sent a defective product twice then stopped communicating. When merchants falsely claim a refund was issued or fabricate fulfillment records, card issuers accept merchant documentation without investigation, leaving consumers liable for defective goods.
Card issuer denies return credit despite proof of delivery
A cardholder disputed a charge for returned merchandise, providing an RMA and delivery confirmation, but the issuer did not conduct a reasonable investigation before denying the credit.
Banks Side with Merchants Who Provide False Documentation in Chargeback Disputes
Citibank sided with a merchant who delivered the wrong order and falsely claimed a refund was issued. Banks accept merchant documentation without independently verifying claims, leaving consumers who receive wrong or missing goods without recourse.
Problem descriptions, scores, analysis, and solution blueprints may be updated as new community data becomes available.