I bought a couch from wayfair back in October and immediately canceled the order, therefore, the couch was never shipped to me. I called Wayfair because they sent me an email stating that the refund was sent to my credit card and it wasn't. Wayfair's response was that the refund was sent and I would need to contact my credit card company. As a result, I called Citi Card to file a dispute. The dispute number is D-[protected]. I have been going in circles with the disputes department and have provided everything they have asked for. Recently they said they emailed me asking for more documentation in the form of an email, which I have no record of receiving. The rep sent the email again on March 12th and I immediately emailed the written letter with the information that was requested. I called on March 17th to verify that my email was received and was told that it wasn't. I was also told that the dispute would be closed out soon if they did not receive my letter. I asked to be transferred to a manager in hopes of resolving the issue, so the rep transferred me to Vivian. In summary, Vivian told me the following: - There is no way she can verify the that they have received the email I resent - I can not email it directly to her - I asked her to take accountability and personally call me back if it was not received. She agreed to do so, but would not be able to call me until Sunday because she is going on vacation. I asked if there was another manager that could cover her responsibilities while she was out and she said there was not. - I asked if there was someone I could escalate this to and she said there was not. - In conclusion she said that I would basically have to wait and see if the backshop received my email. If they didn't than we will just have to keep repeating the process of sending them an email, checking back in 24 to 48 hours in hopes one of the emails goes through. In the meantime if we run out of time they will close out my case. I find this to be very unsatisfactory and a poor way of doing business. I have provided everything the disputes department has asked for and what I believe should be a simple case has been going on since October.