Consumer complaint received 2019-04-15
Company: CITIBANK, N.A.
State: CA
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:
XX/XX/XXXX - Our XXXX XXXX truck broke down near XXXX, XXXX, approximately four hours  away from home. It was towed to XXXX XXXX XXXX for repair. Discussions with XXXX at XXXX XXXX were to diagnose and repair the problem, investigating the lift pump first. We informed them of a 10 day vacation, using the truck, we had planned for XX/XX/XXXX. 

XX/XX/XXXX - After no word from XXXX XXXX, we called for an update. They said they would not get to the truck until next week. As the seal is the most common cause for the symptoms the truck was displaying, we preemptively ordered the correct seal to be delivered to them just in case. 

XX/XX/XXXX - After no word from XXXX XXXX, we called for an update. While they had not attempted any real diagnosis, they had recently received a seal and were planning to try it to fix the problem. 

XX/XX/XXXX - XXXX XXXX called and said that they investigated and determined that the problem was with the Injection Pump. They attempted to replace the seal on the pump but when that did not work they replaced the entire injection pump ( available for {$800.00}, they charged us {$1600.00} for this part ). This part had been replaced approximately 25,000 miles ago so we were surprised to hear that this was the problem. We suggested the lift pump could be the problem but they assured us that they had looked at it and could not see any fault. 

XX/XX/XXXX - XXXX XXXX told us the truck would be ready the morning of XX/XX/XXXX. We drove the 4 hours north to pick up the truck. 

XX/XX/XXXX - ( XXXX ) The truck was not ready but they finished the repairs while we waited. 
( XXXX ) They charged us {$2600.00} for this repair. We paid, left with the truck and began driving home. Approximately 15 miles south of the mechanics location the truck broke down again with the same problem. 
( XXXX ) It was towed back to XXXX XXXX XXXX. 
We cancelled our vacation. 

Nearly a month passes with no word from XXXX XXXX. 

XXXX/XXXX/XXXX - We called XXXX XXXX asking for a status on the repair and they told us they decided to send the truck to another mechanic who specializes in diesel engines, an additional 45 minutes away. 

Nearly another month passes with no word from XXXX XXXX. 

XX/XX/XXXX - We called XXXX XXXX asking for a status on the repair and they told us it had been moved to the new mechanic and had been repaired. XXXX XXXX did not take responsibility for the misdiagnosed repair or offer to return any portion of our money. 

XX/XX/XXXX - We called the new mechanic, XXXX XXXX in XXXX, CA, and they told us the truck had been fixed. After a simple and inexpensive pressure test, they determined the problem was with the lift pump, a part XXXX XXXX assured us was not the cause. 

XX/XX/XXXX - We drove the 5 hours up to XXXX to pick up the truck. It was determined that the lift pump was indeed bad. The repair cost was {$1300.00}, for a new lift pump and a new seal in the injection pump. 

The work order at XXXX XXXX was in XXXX XXXX name as they asked them to take over their existing job. Unfortunately, XXXX required that we pay this bill before leaving with our truck. Prior to paying the bill, we called XXXX at XXXX XXXX to try and work with them to cover the cost. The conversation was civil, but XXXX would not take ownership of his mistakes, or work with us in any way. He refused to pay for the work order he submitted to XXXX. 

XXXX confirmed that while the lift pump was blowing the seal on the injection pump, the injection pump itself would not have gone bad because of the problem. The injection pump XXXX XXXX replaced was not bad, it only had 25k miles on the rebuild. Only the seal needed replacement. 

There are a couple of things XXXX could have done to prevent this situation : A simple pressure test on the original lift pump would have confirmed that indeed that was the problem ( they did not perform this test ). It was the FIRST thing XXXX did. 
Stop. While they were trying to do their best to help, they should have stopped when they didnt have the right tools to do the job. This cost everyone time and money on replacing a part we didnt need. 

We were extremely patient and cooperative throughout the whole process, but waiting nearly two months for them just to move the truck to another mechanic is beyond a reasonable time frame. XXXX XXXX charged us a large amount of money yet failed to make any improvement to the original problem. And to add to our costs, we lost a vacation, had to take time off of work to accommodate shop hours , drive even further, and pay more money, to get the truck back. For these reasons, we are requesting a chargeback for the {$2600.00} they took for the ineffective repair. 

Comments below are correspondence since the initial request to chargeback : XX/XX/XXXX - XXXX   letter of resolution : that XXXX XXXX cover XXXX bill ; by doing so, we will send them the difference ( as chargeback had already occurred ) and clear any issues with Citi. 

XX/XX/XXXX - Upon signing in to our Citi account, saw that the XXXX XXXX chargeback had been reversed. We received no letter, or email communication on this matter. We had received a letter from Citi saying our email wasnt working, but we have had emails from other senders, so are not sure what the issue is, other than it must be on their end. 

XX/XX/XXXX, XXXX - called Citi about above communication issue, she made a note that we were having communication issues, and should be able to get a rebuttal in by the new year. 

XX/XX/XXXX, XXXX - emailed rebuttal to Citi XX/XX/XXXX - Citi closed our dispute citing a quality issue ( we did not receive an email, nor did we see this until logging in on XX/XX/XXXX XXXX XX/XX/XXXX - called XXXX XXXX spoke to XXXX XXXX talked him through everything, reiterated last rebuttal email and he reopened the dispute with a different purpose as he thought it was more appropriate. Reopened under services not as described I noted we were only looking for the XXXX amount to be covered, we are not out to XXXX XXXX XXXX. 

XX/XX/XXXX - called XXXX after receiving an email for updated correspondence today. ( online correspondence was dated 1/10 and noted that they were closing the dispute due to it being outside the time frame window ). The first call was around 2pm when they told me that the dispute was closed due to quality of work not being something that can be disputed. Unfortunately, I failed to recall that this was the initial reason for the dispute and not the updated one. I called back around XXXX and was told first that they hadnt received an update from the XXXX, so when I mentioned the letter, XXXX reversed her statement and said that it was indeed because it was outside the window. As this was not our fault, I asked to reopen and she said they had the investigator has  the final word and that it was closed. I asked to speak to a supervisor as the communication issues were on Citis end, and out of my control. I should be getting a call in XXXX hours. XXXX did offer a {$200.00} credit plus {$100.00} cash back to help offset the disputed charge. We should absolutely be within the reasons of quality of work not described as they didnt fix the problem. Once again I noted that we are not out to screw them, just want the XXXX amount back. 

XX/XX/XXXX - Citi Dispute Supervisor XXXX called me early afternoon. He has confirmed that they are indeed still investigating the partial chargeback ( for the XXXX bill amount ) under the revised service as not described appeal. He said they have reached out to XXXX XXXX who has until either XX/XX/XXXX or XX/XX/XXXX, it was hard to hear, to respond. One concern is XXXX claims a letter sent to me about this, and I have no record of it either physically or electronically. 

XX/XX/XXXX - called Citi to follow up as havent seen anything via mail/email/online about the follow up dispute. Rep ( XXXX? ) that I spoke to said all was closed until I mentioned the XXXX conversations and then she said there was a note about that. So we connected with a Supervisor XXXX XXXX ( Sr Account Manager ), who is filing a complaint about the XX/XX/XXXX call and investigating as it shouldnt have happened that way. He said because they didnt receive any signed authorization letter from us ( never sent/emailed by citi ) they couldnt investigate it under the new reason ( that would allow them to call XXXX to have them verify that XXXX XXXX didnt do the job they should have and been able to do ). So we are past the date. He has extended a {$100.00} cash credit and a {$100.00} refund on our card for troubles/mea culpa ( cant remember the words he used ) - I accepted only under the premise that it doesnt affect the potential for us to receive the full credited amount. 
Next move : Supervisor will review the calls, etc, and follow-up with me about any further info. 

XX/XX/XXXX - follow-up call as hadnt heard anything. XXXX emailed XXXX XXXX about re-opening the case, but only he can do as I accepted the XXXX XXXX+XXXX refund. I mentioned that I only agreed to that money if it didnt affect me re-opening and receiving the larger amount. XXXX said to expect a phone call from XXXX and that she would do a follow up too. 

XX/XX/XXXX - No follow ups from Citi as of yet. Emailed follow up to XXXX XXXX XXXX via billingdisputes email ) with the XXXX receipt and another plea for them to make things right and refund us the XXXX amount. 

XX/XX/XXXX, XXXX - No follow ups from Citi as of yet. I called ( specifically to speak to XXXX XXXX ) and spoke to XXXX ( after a 40 minute hold while they transferred me to the US branch ). Then to XXXX in XXXX, and after an additional 10 minutes was told to expect a call from XXXX in 24-48 hours as he was on another call and I wouldnt speak to anyone else as he has the history. XXXX said I promise he will call. I provided my cell for him to call as they had my work number. 

XX/XX/XXXX - no phone call from Citi as of yet. 

XX/XX/XXXX - never received the call back from XXXX XXXX. Received followup mail ( in the last few days ) dated XX/XX/XXXX claiming the dispute is closed and they cant do anything about it. And I will need to sue other means to obtain credit.

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