Consumer complaint received 2019-10-01
Company: CITIBANK, N.A.
State: CA
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:
After about one year struggling to solve the problem with the Best Buy Store in XXXX CA # XXXX in XXXX XXXX XXXX,3 miles far from my house, On XX/XX/XXXX, I wrote a letter attached to all the required documents to Best Buy Credit Card Dispute Department to let them know my dissatisfaction with the goods/services that I had purchased with my credit card while I had tried in good faith to correct the problem. Because I did not get any result, I sent another letter dated XX/XX/XXXX to Best Buy Credit Services to let them know my dissatisfaction with the proceedings. I enclosed a copy of my order in five pages and the related after bill charges in four pages. I had also attached two images of the water source and water line kit and a copy of the agreement for the XXXX XXXX subscription. I have never received a reply to my dispute which I had presented to follow my right according to the Terms and Conditions of Offer attached to the agreement. In my " Billing Rights '' section of the agreement, I have been noticed about my rights and the Best Buy Credit Cards ' responsibility under the Fair Credit Billing Act. 
In my latter letter, I wrote : " According to the notice provided on page 21 of the rules, I may have the right not to pay the remaining amount due on the purchase. To use this right, all three numbered conditions must be true which I believe I am fully and truly met. 
The notice explicitly states : '' If all of the criteria above are met and you are still dissatisfied with the purchase, contact us in writing at the address for billing inquiries and correspondence shown on the front of your statement. '' Then I added : " Under the Fair Credit Billing Act, your responsibility is to investigate thoroughly about my claim in good faith and after having finished your investigation, you must disclose your decision to respond my claim. '' Unfortunately, I have never received any reply for my problem which I had explained and been substantiated with the documents presented attached to my letters. 
Again, I am briefing the actions that were taken in here for your consideration : 1. Last year, in XX/XX/XXXX, after getting proposal from one of the associates in appliance in-home services at the store, I made an order to buy a refrigerator ; XXXX model XXXX  XXXX XXXX. 
2. This model matched my inquiry for making ice to take care of my family including my grandkids. 
3. I believe I paid {$300.00} over the regular price of a refrigerator without ice-maker unit. 
4. At the date of delivery, they refused to connect water line kit. 
5. The water source has less than six feet length from the ice-maker unit. No need to cutting, soldering, or sweating of copper water joints. 
6. From the date of delivery, I have tried a lot to apply for the remaining of the job that must be done by the delivery department of the store. 
7. In XX/XX/XXXX, the appliance department of the store pushed me to register for the XXXX XXXX maintenance by paying {$190.00}. 
8. On XX/XX/XXXX, under the basic installation to existing ice, they made an appointment for the job needed. 
9. The group responsible for connecting the waterline kit refused to do the job. 
10. On XX/XX/XXXX, under the new water supply line, they applied {$49.00} for another appointment to get the job done. 
11. In the morning of XX/XX/XXXX, a handy man, named XXXX, was sent to my house and after looking at the water supply refused to connect the waterline kit due to the lack of the required tools. He told me that he will come back around XXXX to XXXX XXXX in the same day with the required tools to do the job. That guy explicitly told me that everything was present for the job to be done. Also, he expressed : the job is so easy to do. 
12. After XXXX XXXX. of the same day when that guy didnt show up, I called the delivery department of the store and they had no reply for me. 
13. Finally, on XXXX XXXX, somebody called me, from the delivery department of the store, and with no excuse stated that they want to refund my {$49.00}. 
I have a lot of records for my phone calls without getting any result during the last year. 

According to the documents provided, Best buy has the responsibility to deliver the goods sold in the situation to be used in full services by the customer.

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