Citibank Credit Card Complaint

Citibank Credit card department,

Billing disputes Maryland

I disputed a charge on my card because the goods received were defective and not as described, and the merchant was not responsive to my requests for return/refund. Citi opened an investigation, but did not collect any information from me. The case was then closed because Citi said the merchant provided ample evidence that my claim was invalid. The evidence from the merchant was nothing more than tracking information when goods were first shipped to me. I dont understand how that constitutes ample evidence that my claim was not valid since I was not disputing the charge on the grounds that the items were not received, but rather they were defective and not as described. I reopened the claim and submitted 1 ) correspondence between myself and the merchant that showed that the merchant dismissed my claim and did not respond to requests to return the item and seek refund and 2 ) several pictures depicting the defects and differences from what the seller advertised. Citi again closed the investigation in favor of the merchant because I did not provide evidence I returned the item. I can not provide that evidence because the merchant refuses to assist in the return. This is the same claim as -, but Im listing Citi as the company ( - was the merchant )