Consumer complaint received 2020-03-13
Company: CITIBANK, N.A.
State: KS
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:
On XX/XX/XXXX I purchased a XXXX dishwasher at Home Depot. It was charged on a Home Depot credit card. It was delivered and installed on XX/XX/XXXX by either Home Depot or XXXX authorized professionals. I called XXXX XXXX in the first part of XXXX. I told them the dishwasher had drainage issues and drying issues. I also had to give them the model and serial number. I was told an account would be created. I was told that the drying issue would be solved by using a drying agent like XXXX XXXX. She advised me she would send an appliance technician out for the drainage issue. 
A few days later an appliance technician showed up. He didn't bring in any tools or paperwork, just himself. He was alone. I explained the drainage and drying issues. He again said the drying issues would be solved by using a drying agent. He then explained that the heater in the dishwasher only heated the water nothing else. He then went outside and brought in an XXXX. He shows me the XXXX. I didn't read anything about the drying issue. He said we had to turn on the hot water supply before using the dishwasher. That would help the drying process. At that time there was standing water in the dishwasher. He pushed a couple of buttons and the dishwasher drained. My friend walked out of the other room and asked if the dishwasher was fixed. The technician replied nothing is wrong with the dishwasher. A few days later we used the dishwasher and it didn't drain. There were items in the dishwasher that were molded and there was standing water. 
On XX/XX/XXXX, I called Home Depot and told them the dishwasher was defective and I wanted to return it. I was told by Home Depot it was not returnable and not their problem. 
I called XXXX and told them there was standing water in the dishwasher. I told them it had molded items in the dishwasher. I was asked for the serial number. I told them I already had an account and they should have that information. She informed me they had sent a technician out and he had fixed the problem. I told her he didn't do anything. He reported to XXXX he had fixed the door latch. I said that's funny he didn't even bring any tools in. I told her items had molded in the dishwasher from it not draining. At this time the conversation was starting to break down. You could tell the representative was getting a bad attitude. I told her it was starting to draw bugs. She replied, YOU VOIDED THE WARRANTY and she hung up. 
On XX/XX/XXXX I contacted CitiBank, Home Depot 's card issuer and disputed the purchase. I was told they would take care of it by getting Home Depot to replace the dishwasher or I would not have to pay. On XX/XX/XXXX, CitiBank generated a letter that said it was a warranty issue not a billing dispute. Please contact XXXX.

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