Good Day everyone.(been like hell for me)
I only have one credit card and its a Citibank Mastercard. For more than 5 years I have never had a problem with any of my purchases. I disputed a fraud once and it was immediately reversed to my favor.
My problem started when I bought a Samsung washing machine. There was a promotion for the washing machine using PayLite(A Citibank term) transaction. So I purchased the washing machine with my Citibank Mastercard taking advantage of the Paylite promotion. The washing machine was delivered and Samsung sent their personnel to my house and installed it or so I thought. After getting confirmation that it was already installed I did a light laundry(less than 2 kilograms of laundry) just to make sure everything was fine. Just as the machine was about to finish I noted it was shaking like there was an earthquake it lasted for less than a minute so I though it was normal the washing machine being Brand New. The next day I loaded the machine with 5 kilograms of laundry then the same thing happened the machine was shaking this time for a longer period I immediately remove the power. I went to get the manual to try and figure out what was causing the extreme vibration of the washine machine during operation. Then I realized the Samsung people failed to remove the shipping bolts. I removed the shipping bolt myself and the vibration went away. This really got me pissed. I went to Samsung's office in Cebu City and ask to talk to their manager but the receptionist told me their manager was out. I told the receptionist what had happened to my BRAND NEW washing machine and that I should get a call from their manager. 1 day passed and I didn't get a call so I brought the Brand New washing machine to Samsung and said to them I am returning their DAMAGED product. I told them if they can not replace it I will not pay for it. 2 weeks had passed and nothing happened
Since this was a credit card transaction I called CITIBANK customer service and told them what had happened and asked that the charges should be cancelled. I faxed to their dispute office the formal complaint disputing the charge. Then the customer service personnel told me I should get a cancellation form from the appliance store. I SAID WHAT! Why should I get a cancellation form why don't you just stop the payment since I DON'T have the washing machine already. I asked for a supervisor and told again everything. I asked the supervisor if this is the usual process. Because I feel I should be compensated for the time I wasn't able to do my laundry and had to pay for laundry service and I have to beg the appliance store to give a cancellation form. WHY IS THE BURDEN ON ME!!!! I didn't DO ANYTHING WRONG. The supervisor said she will do her best.
Then CITIBANK'S Dispute Department called and said AGAIN that I need to GET a cancellation form. I SAID to HELL with it. I GET A DAMAGED APPLIANCE and still I need to GET a cancellation form. I TOLD CITIBANK why don't they GET the cancellation form. WHY aren't THEY PROTECTING ME their customer.
THIS is Probably customer SERVICE at its WORST.... Right now I AM DONE using CITIBANK in buying APPLIANCES using Paylite.....
CITIBANK DOESN'T PROTECT you AT ALL.....
CITIBANK DISPUTE DEPARTMENT is UTTERLY USELESS and WON'T help you when you get a damage APPLIANCE...
You have to go the APPLIANCE store and tell them to cancel it.... WHICH the DISPUTE DEPARTMENT should BE DOING IN THE FIRST PLACE....
