Consumer complaint received 2023-03-06
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
I will submit a condensed version of the complaint since I just spent ONE HOUR gathering receipts, statements, documents, invoices, etc and completed all the forms, but when it came time to upload the documents, the computer froze and all the work was lost. Not to risk that again, I will submit the documents separately against Macys and Bloomingdales. 

The following charges were made as a 60 % required deposit to XXXX XXXX and XXXX XXXXXXXX to order the product from XXXX, the dealership. 
There were two invoices {$11000.00} for three sets of two sliding glass doors including installation {$8.00}, XXXX for two sets of double doors plus a side door, installation, and the Permit. 

Macys charges : XX/XX/XXXX {$4000.00} XX/XX/XXXX {$2500.00} Bloomingdale charges XX/XX/XXXX {$1000.00} XX/XX/XXXX {$1100.00} XX/XX/XXXX {$2500.00} Other charge cards were used for the balance due. In addition, XXXX charged an additional 3.5 % for the use of the credit card, plus 7 % taxes. New door handles & new locks were needed for the 5 doors. This was an additional approx {$1800.00} cost. 

THE PRODUCT TOOK NEALY A YEAR TO ARRIVE, as was the case with many materials these days. 
XX/XX/XXXX XXXX said the materials arrived and he came to install and demanded the balance of the 40 % cost, of which I paid him in full. 

XXXX left all the trash of removed patio and side door in the back yard although his contract included removal. The install was bowed and not closing and leaked in the rain. The handles were mismatched causing them to fall off. The front doors were reversed ( 30 years the right door opened, now it was the left ). Foundation cement was exposed and the door shook ... doors that were supposed to be tight and secure for a hurricane., I continued to call XXXX to set an appointment for him to finish all the undone and damaged work. Texts, calls and emails went unanswered. 

After giving XXXX the benefit of the doubt and thinking that maybe it's because the materials take so long to arrive, I waited for XXXX to respond. That never happened. 

Approximately XX/XX/XXXX I submitted a dispute to Macys. When calling Macy 's for a status update to my dispute, I was told by Macys 1 ) XXXX said he completed the work 2 ) Macy 's claimed I waited too long to submit a complaint & refuses to dispute HOW COULD I SUBMIT A DISPUTE SOONER WHEN IT TOOK A YEAR FOR THE MATERIALS TO ARRIVE??? That is unfair and unjust! 

Afte realizing XXXX had no intention of returning, I contacted his dealer. I was informed that despite tha fact that XXXX XXXX XXXX licensed on his paperwork, and confirms insured, the dealer ( XXXX XXXX of XXXX XXXX ) informed me that XXXX is NOT insured and is using someone else 's license. XXXX came to look at the job and made a long list of defects. The cost of addressing the defects is estimated at anywhere between {$10000.00} to {$20000.00}. XXXX said the doors need to be removed, an engineer called in, cement poured, inspected along the way, before the doors could be reinstalled. 

An addition cost caused by XXXX is when he shaved down a NEW XXXX lock lever which jammed the system and had me locked out of my house until XXXX XXXX while the locksmith picked the lock open for {$300.00}. The NEW XXXX lock ( {$280.00} ) also had to be replaced with another NEW XXXX lock ( {$280.00}. ) So, Macys ( and Bloomingdales Citi Bank is being UNFAIR in closing my dispute when there is no way I could have submitted the dispute any sooner. As stated previously ... it took nearly a year from the time of order to material arrival. Then I waited for XXXX to do the install instead of a scam. Again, how could I predict that and dispute sooner??? XXXX requested cash or check but I paid more money to have the protection for consumers which are backed by the credit card. 

Not only did XXXX scam and steal and leave me in a mess, but CitiBank is cheering him on. It is UNFAIR. Citi Bank needs to step up and do the advocacy of the consumer for which they profess they do.

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