Consumer complaint received 2023-07-21
Company: CITIBANK, N.A.
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XXXX XXXXXXXX ( account paid in full every month ) XXXX XXXX Purchased XXXX XXXX XXXX XXXX XXXX XXXX at Home Depot XXXX, Oh The DISPUTE is over the homedepot.com employee 's error to exchange their damaged shower unit over the phone as it can not be done in the store since the shower base was installed. She entered different dollar amounts for damaged for the exchanged/replacement shower unit resulting being an overcharge balance due of {$140.00} on the current due XXXX XXXX, XXXX statement XXXX charge balance due : {$0.00} XXXX charge balance due {$1100.00} for XXXX XXXX XXXXXXXX {$750.00} and XXXX XXXX {$430.00} total {$1100.00} Paid in full check # XXXX XXXX charge balance due {$37.00} new purchases Paid in full XXXX online banking XXXX charge balance return shower regulator return CREDIT XX/XX/XXXX - {$100.00} purchase door rails XXXX with new balance = {$47.00} paid XXXX online banking = paid in full All good UNTIL... XXXX from Homedepot.com decides to exchange on her computer identical shower units- explained below entering the wrong dollar amounts. 

I called the XXXX store and XXXX said to return the panel to the store and they would reorder. I believe on XX/XX/XXXX I drove to the XXXX, Ohio store with a defective/damaged section. XXXX found out we could not order only one panel. After XXXX XXXX hours at the customer service desk working with employee XXXX through HomeDepot.com XXXX XXXX XXXX said let 's credit your entire shower unit ( as the base is installed ), and can not be returned with the damaged wall panel. Then we will charge you for the same unit and the same dollar price and send it to the house for no charge since the customer has had multiple damaged units. 
I agreed as long as BOTH prices ( original and replacement ) were identical and no charge for delivery to the house ( {$55.00} ). Store employee XXXX was with the entire XXXX XXXX hours. I was to take the damaged unit home. After the replacement was received I agreed to return all damaged/extra units to the XXXX store and again I paid XXXX with a truck to do so and XXXX the manager was notified and accepted the returns. 

I then received the XXXX billing and it was totally incorrect. Called the store on XX/XX/XXXX to find out when XXXX was working. On XX/XX/XXXX I drove XXXX min. to XXXX again when XXXX was working. For XXXX hours XXXX and I were on the phone with the bank of the Home Depot card and Homedepot.com trying to get this overcharge resolved. They did remove the {$55.00} delivery charge. However, Homedepot.com kept saying I was still owing other money ( for return/replacement that XXXX put on the account. XXXX statement amounts {$690.00}, {$750.00}, and {$55.00} and we struggled to understand the statement to find the credit ( XXXX ) and then the {$690.00} was put into no interest for 6 months! Which no one could explain to me. The shower unit was ALREADY PAID in FULL XXXX XXXX  XXXX. XXXX did NOT do what she said on speakerphone to XXXX and me. I paid check XXXX XXXXXXXX {$47.00} which was the correct balance due =paid in full. 
XXXX charge balance is {$140.00} with my payment of {$47.00} AND delivery fee credit of {$55.00} with NO NEW PURCHASES. Before I left I filled a billing inquiry dispute with a very confused person at homedepot.com and have heard nothing This is me trying to figure it out : As the confusing statements had Home Depot employees were unable to figure it out beyond the error happening with homedepot.com I Paid XXXX- XXXX used {$750.00} charge exchange and ONLY my unit credit of {$550.00} = {$190.00} less {$55.00} XXXX plus int I owe nothing and have overpaid with my time and paying XXXX to pick up and return their damaged products. 
If you need hard copies let me know as I do not have a scanner to attach. 
Thank You.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation