Consumer complaint received 2020-05-09
Company: CITIBANK, N.A.
State: IL
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 install an epoxy floor in my basement. On XX/XX/XXXX, ( after being paid in full ) the contractor refused to finish the floor, honor the warranty, or provide compensation for the damages he caused to my bathtub and concrete patio. The payment to the merchant was split up into two separate transactions, so I disputed both charges with Citi on the same date ( XX/XX/XXXX ). My dispute numbers are XXXX and XXXX. Citi handled these disputes completely differently, and this dispute is regarding the way in which Citi has handled dispute # XXXX. On XX/XX/XXXX, I received an email stating that they received the dispute XXXX, this email made no requests for information or even a detailed reason for my dispute. The next email I received came on XX/XX/XXXX. It said that they contacted the merchant and would let me know if they needed anything further. This is in stark contrast to the notice that was sent to my account on XX/XX/XXXX for the other dispute ( XXXX ) which requested a detailed account of the transaction as well as the reason for the dispute and documentation from an expert concerning what was wrong with the floor. I reached out to Citis dispute department via phone on XX/XX/XXXX. I expressed my concern that I hadnt been asked to provide any information for the dispute in this complaint # XXXX. I was told that I could send the information via email and that it would be attached to my dispute. I sent all of the information that was requested for the other dispute in for the dispute in this complaint # XXXX on XX/XX/XXXX. This information included statements from 4 different experts regarding the issues with the floor, a transcript of all the text communication between myself and the merchant ( including the text where he stated that he would not be honoring the warranty ), all email communication, the contract, warranty, terms and conditions, photos of the issues with the floor, and a detailed account of the reason for my dispute. All the information that I sent was the same that was sent for the other dispute, however on XX/XX/XXXX, I received a notice in my account stating that the investigation for the dispute in this complaint ( XXXX ) had been closed based on the information they had available. The notice stated that if I wanted to continue the dispute that I would need to return the signed letter as well as a review from a similar merchant saying what was done incorrectly and proof of what was expected vs. what was received. I contacted Citi dispute customer service again via phone on XX/XX/XXXX. The agent looked into the account and verified that all the required documentation was there. He told me that he would be making a note on my account so that the investigator would look back and find the information. He instructed me to send in the signed letter via email and write a note explaining that the information had already been sent. I called back in and spoke with another agent to verify that this was all that was needed, and on XX/XX/XXXX, I sent in the signed letter with notations as instructed. I contacted Citi dispute center again on XX/XX/XXXX to make sure the letter was received and to verify that nothing further was needed and was told that everything was as it should be. However, on XX/XX/XXXX, I received a notice in my account stating that my dispute had been reviewed and that they would not be able to assist because they did not have a letter from a similar merchant stating that the work performed by the original merchant was incorrectly or unnecessarily performed. I provided statements from 4 different similar merchants stating what was wrong with the floor and why it needed to be redone. On XX/XX/XXXX I received a notice in my account for the other dispute ( XXXX ) stating that they were continuing to try to obtain a permanent credit. Both disputes are for the same service and I have provided all of the same information. I do not believe the dispute in this complaint ( XXXX ) is being handled correctly. I have provided all the necessary and requested information in a timely fashion. The investigation into this dispute should have never been closed. The dispute # is XXXX

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 non-monetary relief