Consumer complaint received 2021-05-13
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 hired a contractor to upgrade my bathroom, a company called XXXX XXXX XXXX XXXX. The company gave me a quote and agreed that the entire job could be paid in two payments. The first one was 50 %, totaling {$2700.00} including the materials needed ( vanity, etc ), and the second 50 % totaling {$2700.00} after the job was completed. The down payment ( first 50 % ) was paid around XX/XX/XXXX with my Citibank credit card, and the job was started on the XXXX of XX/XX/XXXX. The job was completed on the XXXX of XX/XX/XXXX, and that same day the final 50 % was paid with the same credit card. That same day, at night, I saw a leak under the vanity. I called the company and they told me since the XXXX was XXXX that they were coming by on the XXXX. They came on the XXXX and they fixed the pipe, and it was determined, and company acknowledge and apologized for not putting glue on the pipe. On XX/XX/XXXX, the same pipe they fixed just burst and my whole bathroom filed with water. I lost around {$200.00} worth in personal items. I called them that same night around XXXX to report the issue. They came next day on the XXXX they came again, they fix the pipe again, and they said they were going to deduct {$300.00} from the bill for the lost occurred, to a whole total of {$5200.00} instead of the original {$5500.00}. They said they will reverse the second 50 % of {$2700.00}, and instead charge {$2400.00}. After that I realized they never provided me a refund for the second charge of {$2700.00}, and instead charged a third charge of {$2400.00}, everything totaling : {$7900.00}. Not only that, but the pipe burst a third time on XX/XX/XXXX. I tried reaching out to them, this time they never responded the phone, they never answered to my voicemail or text. At this point I understood this was beyond this company capabilities and I could not trust them any further. I reached out to a plumber that re-did the whole pipe and fixed the issue once and for all, that costed me {$1600.00}, on top of the {$7900.00} that the first company charged me. On XX/XX/XXXX I disputed with Citibank the {$2700.00} charge from XX/XX/XXXX, and the one from XX/XX/XXXX for {$2400.00}. I also submitted the required paperwork asked from them on a timely manner. I received a couple of communication from Citibank telling me that they were still working on the dispute but that no resolution was available yet. Then on the statement issued on XX/XX/XXXX, Citibank reversed the temporary credit they have provided for the XXXX disputed transactions claiming I could not support my claims and that it was a valid charge. On XX/XX/XXXX I provided more documentation and Citibank reopened the dispute. After this second time they keep telling me they not resolved nothing, they promise me that they are going to have a resolution in 5 business days but nothing has been done. It has been way over the 90 days dispute legal time that they have to resolve my dispute

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