Consumer complaint received 2020-11-24
Company: CITIBANK, N.A.
State: NY
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:
On XX/XX/XXXX, I paid {$1900.00} with my Citi Rewards credit card ending XXXX for a plumbing job. I had contracted XXXX XXXX from XXXX XXXX XXXX for a plumbing job. XXXX was backing up every time I turned the water on in the basement. XXXX went over the house to investigate and informed me that the lateral line to the mains had burst and the ground needed to be excavated to replace the pipe and curb trap. The job was initially scheduled for that weekend ; however, XXXX postponed the job multiple times claiming that it was raining and that excavation would not be possible. On another occasion he claimed he didnt have the right supplies and postponed it again. Eventually, he returned to excavate the ground but apparently nothing else was done. He lied to me and claimed that he had completed part of the job and would return another day to finish it. The broken lateral line still caused sewerage to back up inside the house. I even received a fine from the XXXX housing department for an unfinished sidewalk because it was left unfinished for so long. 

Because of XXXX deceit and incompetence, I had to contract another plumber to complete exactly the same job I had contracted him to do. They informed me that no work at all had been done, other than that a giant hole had been excavated outside my home. You can see from the two invoices by both companies that the same main items were quoted : 1. Excavation, 2. Installation of new cast iron curb trap, 3. New lateral pipe Throughout all of this, XXXX responsiveness has been abysmal. He has been literally impossible to get a hold of. He never answered any of my calls and ignored ALL of my texts. I called him 21 times between XX/XX/XXXX and today and sent him almost 10 texts with no response. 

Because of XXXX extremely unprofessional attitude, unresponsiveness, and incompetence, not only have I suffered the {$1900.00} loss ( to which my credit card company has refused to refund me ) but it has also caused the delay of the sale of my house which is incurring me $ XXXX / mo in mortgage payments. During this entire period I have not been able to rent my house or sell my house causing me to lose a huge sum of money. 

After failing to resolve this with XXXX XXXX XXXX ( again due to all my calls / texts going unresponded ), I filed a complaint with Citi. The last communication I had from them was XX/XX/2020. They informed me that the case was resolved in the merchants favor and nothing further could be done. 

Attached are the following : 1. Screenshots of SMS messages sent to XXXX that went unresponded 2. AT & T records of me making over 28 phone calls, the vast majority of which were never answered 3. An invoice from XXXX XXXX XXXX showing what he was contracted to do to fully remedy the broken lateral one 4. An invoice from the new plumbing company showing what they had to do. You can see that

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