Consumer complaint received 2022-08-10
Company: CITIBANK, N.A.
State: IL
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:
On XX/XX/XXXX, I opened a dispute with Citi Cards- XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX ( Costco Anywhere XXXX XXXX for non-delivery of products and services by XXXX XXXX XXXX XXXX XXXX XXXX on transaction date XXXX XXXX dispute id XXXX XXXX ) ; one of two transactions. The original disputed amount was {$5300.00} and later revised to the full amount of {$6300.00} upon discovery two of three furnaces delivered but never installed are oversized per three separate opinions provided by three independent HVAC contractors. Citi only requested one merchant opinion but I provided three to mitigate one to one questioning of merchant 's opinion. 
In a second transaction that occurred on XX/XX/XXXX, XXXX delivered and installed a furnace and air conditioner for my in-laws that I paid {$3800.00}. However, the amount charged was {$4800.00} ( 2nd dispute ), {$3800.00} for the installation and {$1000.00} deposit toward the installation of three furnaces at my investment property location ( 1st dispute ). The {$1000.00} was later disputed ( dispute id : XXXX ) after multiple failed attempts to resolve the matter with the vendor on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and XX/XX/XXXX. 
Over the next three months, Citi sent multiple notices requesting information from me to validate my disputes via letter dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and finally a letter on XX/XX/XXXX requesting the same information from previous letters. I sent the Citi requested information on XX/XX/XXXX. On XX/XX/XXXX, I received a letter from Citi dated XX/XX/XXXX informing me the investigation was closed without an explanation. The conditional credits were reversed for {$6300.00} and {$4800.00}, and copies of the XXXX transaction receipt sent by the merchant to Citi and Citi provided to me. 
I wrote a letter to Citi regarding my unresolved dispute and an explanation for closing the dispute without addressing or resolving the dispute on XX/XX/XXXX and that I would report the matter to various oversight organizations. 
After reviewing the Citi notice on XX/XX/XXXX regarding the conditional credits being reversed, I noticed {$4800.00} amount was being reversed for which I never receipt a credit for this amount. I contacted Citi Billing Dispute on XX/XX/XXXX and spoke with agent XXXX regarding this amount and she confirmed no credit was issued for {$4800.00} and that she could only document in Citi system. At the time of opening this dispute with CFPB, my dispute is unresolved, the conditional credits of {$1000.00} and {$6300.00} reverse and an additional {$4800.00} amount reversed in error. 
I provided Citi with multiple detailed information requested in the form of text messages with the merchant, pictures of the non-operational improperly installed furnaces, XXXX  phone logs attesting to communication with the merchant and three independent HVAC quotes detailing improperly installed furnaces. The only information provided by the merchant to Citi and forwarded to me, is a copy of the XXXX transaction receipt for both disputed amounts.

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 monetary relief