Consumer complaint received 2019-08-16
Company: CITIBANK, N.A.
State: PA
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:
Citibank Credit card company will not credit back {$880.00} since XX/XX/2019Account owner XXXX XXXX XXXX master card ending in XXXX exp XX/XX/XXXX We paid by error the amount of {$1200.00} onXX/XX/2019 to a contractor at the start of work. Instead of his requested deposit of {$700.00}, we paid for the total job without intending to pay in advance for a complete job. 
The contractor ( XXXX XXXX from XXXX XXXX   XXXX  ) did not perform the job we hired him to do : to put a new drywall ceiling on a bedroom. He performed only the removal of the old ceiling and left us to hire another contractor to replace the ceiling. 
OnXX/XX/2019The Contractor XXXX XXXX said he will have the credit card refund us the amount for the job he did not perform and we contacted the credit card disputing the charge. 
His original invoice clearly stated how much was for the removal of ceiling ( what he did ) and how much was for the installation of new ceiling ( what he did not do ). 
OnXX/XX/2019 The Contractor, XXXX XXXX sent a letter to our credit card Citibank asking them to refund us {$880.00} for the job that he did not perform, PAGE 8/8 Exibit D, Merchant statement. He sent them 8 PDF  pages including pictures of the partial work performed. The real amount should have been a few dollars more {$920.00} however we will accept {$880.00} as is only a few dollars less. That is because contractor did not ad numbers numbers correctly. 
The only important page is his statement on last page, 8/8 saying he did not complete the job only did partial work and to refund us {$880.00}, he should have put that page as 1 of 8 to have the investigator from Citi read it. 

He replied to the dispute stating A ) He only did partial work agreeing with us that he did not complete the job. 
D ) He agreed with us to be paid only for the partial work. He agreed with the itemized charges from the original Invoice for the removal of the old ceiling and dispose of it for {$210.00} ( as agreed ) and the cost of bags for debris {$42.00}. ( as agreed ) He added from the original Invoice new charges of {$30.00} and {$100.00} Making a total of charges of {$380.00} We had paid for a complete job {$1200.00} that he did not do. He asked Citi to return the difference : {$880.00}. We will accept it and move on.

This is the only important information on his 8 pages.  Citibank please read his statement is the last page. 

-NOTE : Please note we did not get the above letter 8 of 8 ( Merchants statement ) from the merchant, we got it from the credit card, he sent it to them directly a lo g time ago. 

-The credit card did not refund it on XX/XX/XXXX when they received merchant statement nor any time after, apparently never read it, nor acknowledged it but posted it for their member to read it and still is there. 

-One has to wonder if the department who got the response from the merchant and post it has any communication with the department who makes the refund. Or What type of training Citibank gives to his employees to handle disputes and why a client has to spend hours trying to have them do their job. 

We have contacted Citibank credit card by email, by XXXX mail, and by phone in numerous times for months to no avail. 
It seems they are very disorganized and a disjointed organization that each department does not know what other department does and knows. It has been very frustrating trying to resolve this dispute and talk to employees whose English and or accent is difficult to communicate. 
We started this dispute sinceXX/XX/2019, more than 3 months ago and have wasted many hours contacting Citi Bank. They have had the merchants letter where he instructs them to give the refund for {$880.00} for 3 months already and still they ignore it. 

-We will stop this dispute when the credit card gives the refund as instructed by the merchant through his response to Citibank investigations ( page 8 of 8 ) plus the interests fromXX/XX/2019 to the day the bank gives the money back. 

-Enclosed is the 8 pages the contractor XXXX XXXX sent to the Citibank dispute department on XX/XX/2019. Today isXX/XX/2019 


XXXX 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 monetary relief