RBS Citizens Citizen's Bank Credit Card Fraud Scam Cranston, Rhode Island

Purchased item online for $1000 along with addition $400 shipping charges that came damaged and RBS Citizens refused to reverse charges even though I was told I have fraud/ defective merchandise protection. The merchant did not use insurance to ship item and claimed he did not accept returns or offer refunds. After hours upon hours of waiting on phone, on six separate episodes a phone representative and his/her manager(s) assured me the issue would be resolved. Shortly after said conversations a letter arrives (24 hours) stating that the refund/charge reversal could not be processed. Have a nice day ... etc. Or you stated that a form was not received when none was required . Etc .

After 3 months of spending countless hours on the phone trying to establish what rights I do have, what recourse a RBS Citizens customer actually has in a credit card disputes and what infinitesimally complicated series of events has to occur in order to obtain said recourse I head down to my local bank to close my accounts. I am assured that the "NEW" protection plan would cover me in the future and that my experience would not happen again.  SO ... I stay.. low and behold just 3 months later I encounter a product that is not as it was sold but I am thinking I have protection. I am told the merchandise is defective so it is not covered . Then I am told I have to ship it back to some location in Indiana where the warranty company determines if they will cover it. As of this afternoon I was told they need to research if what I purchased was covered . Then I am told the maximum payout is $500 and they could NOT guarantee any thing . Mind you shipping to them alone would be $400. Oh and once I shipped it to them , if the issue could not be resolved in my favor and I wanted the item back for "sentimental" reasons I HAD to pay to ship the item back to me. 

 After spending three hours on the phone with these intellectual sabots, I headed down to the Garden City branch to speak with the rep who promised me the NEW protection would actually protect me . He cannot speak with me . Too busy. Where is his manager you ask ? Vacation! I head to another branch and ask to speak with a Manager who  is where ? Maternity leave. I head to another branch and where is that manager ? Medical leave. Apparently all the Managers in Cranston RI get sick or pregnant in March. I find a very helpful assistant manager who proceded to spend another hour to two hours on the phone trying to get the "facts" . In the end I am told she can escalate the situation with no guarantee but there is nothing she could do as she was not the manager and I had to goto the original branch to get a charge reversed. (by the way she was as helpful as she could be so I DO NOT BLAME HER IN ANY WAY) . Apparently Citizens policy is the manager of the person who sold me the service needs to escalate the situation. So .. in less than 1 year I am out $2500 and the RBS Citizens Credit Card protection is so convoluted (oh what tangled web we weave when first we think to deceive)  and outright ridiculous as to be non-existant. I am changing banks first thing in the morning.