Consumer complaint received 2023-04-28
Company: CITIBANK, N.A.
State: WV
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX, I purchased a fridge at Home Depot ( order XXXX ) located at XXXX XXXX XXXX XXXX XXXX  XXXX, WV XXXX. In the contract, the new fridge was supposed to be delivered on XX/XX/XXXX. The delivery guys were supposed to unplug and take the old fridge to another room ( I explained that it would be the walkout basement ) and install the new fridge before they leave. Four guys came, their supervisor prevented the three to move the old fridge claiming that it's a commercial fridge. As Home Depot employees who knew my old fridge via pictures that I took there when I went shopping for the new fridge, my old fridge is not a commercial fridge. Anyway, on XX/XX/XXXX, I told them that if they can move the old fridge and install the new ones, then they have to take it back. Later that day, a Home Depot employee contacted me, I explained the situation. She said that Home Depot has a plumber they refer to their client ( XXXX from XXXX XXXX ). And this plumber was going to come and remove the old fridge, and install the new one. Because this plumber is not a Home Depot employee, the plan was that I would pay him whatever the charge to do all of these was going to be and take the bill to Home Depot for reimbursement. I thought this was a reasonable plan. I did not know it was a trap. The plumber even called me, and I felt : this is real. So, I accepted the new fridge on XX/XX/XXXX and they left it in the leaving room waiting for the Home Depot referred plumber to come and move to old fridge and install the new one. That never happened until today ( XX/XX/XXXX, over two months after delivery ). The plumber called me that one time before delivery, after that, I tried to call/text him in vain. He would respond to a Home Depot employee ( XXXX XXXX ) who had connected us. The response would be covid. On XX/XX/XXXX, XXXX finally came to my house with the hope that he is installing the fridge. XXXX was in my house for nearly two minutes, then he left without explaining why. I told him to at least write to XXXX and explain. I don't know what he gave them as explanation. Before, XXXX came to my house, I went to Home Depot trying to bring this issue to their attention. Once they said that someone was coming to install this fridge on XXXX the XXXX, but nothing happened that date. I made countless call to the store in vain. I looked up the store manager on XXXX. I got his name ( XXXX ) and start calling asking to speak to XXXX, the store manager. After many many calls, he finally called me back. He sounded like he was briefed of my situation. He apologized, and promised me to solve my issue within 48 hours. Unfortunately, nothing happened. After 48 hours he called me back again to apologize that he wasn't successful. He asked that I give him more time, and I did. We are entering into the 4 months since I ordered and had this fridge sitting in my living room. I am requesting that home deport take back this fridge as they don't have or can't find an installer.

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