Consumer complaint received 2018-01-01
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:
On XX/XX/XXXX ( Friday ), XXXX XXXX XXXX XXXX came out to clean my carpet at my home. The carpets were left with brown stains, they were very wet, and they had a significant odor. I contacted the company on Monday, XX/XX/XXXX to discuss the problem and ask to have the carpets cleaned again. I was told they would need to see pictures, which I forwarded to them. I was then told that they would need to speak to the tech and would get back to me. They then contacted me a day later and stated they had a time on Thursday between XXXX-XXXX which is my regularly scheduled work day. I asked for a Friday because I could not get Thursday off from my employer on such short notice, but could get a Friday off. They were unable to give me a time frame on Thursday and I would need to be home all day and lose an entire day of work to wait for them. I could not do this. When I asked for a Friday appointment, they stated the next Friday was available ; however, after confirming with my employer that I could get that Friday off, I then called them back and was told the day was no longer available and the next Friday was 2-3 weeks in the future. I explained that my carpets were developing mold due to the moisture, that I was very disappointed, and I asked the receptionist if I should file a credit dispute and was told 'if you want to '. Feeling frustrated and disappointed, I contacted the Corporate office and filed a dispute for assistance to reverse the charge of {$130.00}. I received a letter from Sears informing me the charge was provisionally reversed pending an investigation. 

I then received a call back with a scheduled date for XX/XX/XXXX. On XX/XX/XXXX, they did not show, nor did they call to cancel. I later received a phone call on XX/XX/XXXX from 'XXXX ' at their office, who advised me to send an email to him stating that I agreed to cancel the dispute and he would schedule someone to come out. I informed him that I would not do this, given that they had not come out, and I would lift the dispute after the carpet had been re-cleaned. He stated that if I was 'expecting my carpets to be returned to near perfect condition, he could not guarantee this and if I was refusing to lift the dispute, we could call it even, and I could take the credit '. I agreed to do so and to arrange to have my carpets re-cleaned elsewhere. 

I then received an additional email from XXXX, on XX/XX/XXXXstating she had made numerous attempts to contact me to reschedule the cleaning. This is a fabrication and I responded to her advising her that they had made 1 attempt in which they did not show and I advised her of my conversation with XXXX. There was no further communication from her or Sears, until I received a letter on XX/XX/XXXX, stating that the merchant had made numerous 'good faith ' attempts to resolve my complaint and I had not been available for them to come and clean my carpets. They informed me they are now charging me for 'their ' poor service and for the dishonesty of their carpet cleaning company. They have also threatened to list my account as past due from the original date the charge was first made. 

Sears did not contact me to verify or determine the outcome or whether the merchant had indeed attempted to resolve this issue.

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 monetary relief