Consumer complaint received 2022-02-16
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: Overcharged for something you did purchase with the card

Complaint:
Citibank glossed over and ignored the most significant parts of my complaint : 1 ) the bank closed my complaint on XX/XX/XXXX without giving me the full amount of time offered by the FCBA for me to respond to Citibank ; ( dispute opened on XX/XX/XXXX ) 2 ) willfully FAILED to conduct a thorough, fair, unbiased investigation of my dispute which was filed on XX/XX/XXXX 3 ) wrongfully recharged my account the disputed amount of {$6000.00} on XX/XX/XXXX after they failed to give me the full amount of time allowed for my response by the FCBA and after they failed to carefully review all my submitted evidence 4 ) as of XX/XX/XXXX wrongfully added the " disputed and Claims and Defenses '' {$6000.00} charnge amount to my " balance owed '' and refused to issue a temporary credit as required by the FCBA. 

TIMELINE : In XX/XX/XXXX the merchant promised me 100 % satisfaction guarantee. This promise is found on their website. 
On XX/XX/XXXX the contract stated the merchant would use 100 % genuine XXXX parts when repiping my home. As of XX/XX/XXXX, the merchant has refused to give me receipts for the materials he purchased to repipe my home to prove he used 100 % genuine XXXX parts. 
On XX/XX/XXXX the merchant began, but did not complete, the work to repipe my home ; he did NOT complete the project and did a great deal of damage to my home. 
On XX/XX/XXXX I asked the merchant to provide a receipt for all the materials used to repipe my home to prove he used 100 % genuine XXXX parts when repiping my home. Since XX/XX/XXXX, to present date, XX/XX/XXXX, the merchant has REFUSED to send proof that he used 100 % genuine XXXX parts to repipe my home as stated in the contract. 
On XXXX I filed my dispute with Citibank. 
On XX/XX/XXXX I delivered XXXX emails, XXXX docs, XXXX GB of evidence to Citibank. 
On XX/XX/XXXX Citibank wrongfully closed my dispute and charged back the disputed amount of {$6000.00} after they failed to conduct fair, thorough, unbiased and timely investigation of my complaint. 
As of XX/XX/XXXX, the merchant had NOT responded to Citibank! 
On XX/XX/XXXX Citibank closed my dispute and recharged me the disputed {$6000.00} without carefully reviewing all the evidence I submitted on XX/XX/XXXX and without giving me the full amount of time allocated by the FCBA to submit my complete response. 
As of XX/XX/XXXX, the merchant had NOT responded to Citibank. 
On XX/XX/XXXX via email I advised Citibank it is undisputed that the merchant ABANDONED my job. I forwarded the email chain to prove this. 
On XX/XX/XXXX, via email I advised Citibank it is undisputed that the merchant OWED ME MONEY. I forwarded one email in which the merchant offered {$1000.00} refund. In another email the merchant asked me if {$6000.00} would resolve this matter. 
On XX/XX/XXXX, via email I advised Citibank that it is ILLEGAL for the merchant/contractor to be paid in full for a job when he never finished the job/abandoned the job. 
As of XX/XX/XXXX, the merchant had still NOT responded to Citibank. 
As of XX/XX/XXXX the merchant still REFUSED to provide receipts to prove he used 100 % genuine XXXX parts for the repipe of my home. 
On XX/XX/XXXX, in Citibanks letter they stated their unreasonable demand that I get more evidence for them ; they demanded a contractor 's statement that the work done by merchant/contractor was shoddy and the job abandoned even though Citibank already has been given evidence to prove both points. Citibank was given access to over XXXX GB of pictures and videos that documented the damage merchant did to my property, as well as merchants offer to give me {$1000.00} to compensate me for the damage and another email asking if {$6000.00} compensation would resolve this mess. 
As of XX/XX/XXXX the merchant still REFUSED to provide receipts to prove he used 100 % genuine XXXX parts for the repipe of my home and he refused to return onsite to fix the damage and complete all work. 


I am demanding a response to each of my allegations listed above in this addendum response. For example, why has Citibank failed to issue a temporary credit for the disputed charge? Why has Citibank made the unreasonable demand for me to pay another contractor so that he can confirm in writing what I already proved. Namely : 1 ) the work was NOT completed/job abandoned ; 2 ) merchant refuses to provide receipts for materials used in my repipe ; 3 ) merchant did thousands in damage to my property ; 4 ) the {$6000.00} charge would pay the merchant in full for work that was not completed, was not delivered as agreed upon, failed to honor the 100 % satisfaction written guarantee, and resulted in thousands in damages to my home even though CA law states it is ILLEGAL for the contractor/merchant to be paid in full for work that was NOT completed.

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