Consumer complaint received 2022-09-29
Company: CITIBANK, N.A.
State: TX
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:
My wife and I went to XXXX XXXX to inquire about getting some new laundry room cabinetry and a sink installed in our home. We went through the consultation with the XXXX XXXX installation department and found that we wanted to move forward with the project. We had one of their insulation technicians come to our home to mock up the floor plan for the laundry room. Everything went well and we were extended a line of credit of {$14000.00} to complete the laundry room. We were told that the waiting time would be about 6 to 9 weeks. A contract was signed on XX/XX/XXXX and the estimated installation date on the contract was for XXXX. Once XXXX had come and gone, my wife started to try to contact XXXX XXXX to get information on our install. The people we were calling, and XXXX and a XXXX from XXXX XXXX which were on our contract, were unresponsive and not able to give us any information regarding our account. We had consistently calling for months to get update and received no information. More importantly, the terms of our agreement with XXXX XXXX for the cabinetry and sink insulation started requiring us to make payments on the 24 month no interest financing that came with the order. We made a total of six payments with no product installed and no updates on the process. Ive began to get involved in the process on XX/XX/XXXX and I called the credit card provider for XXXX XXXX to stop charging due to breach of contract. I also tried to reach XXXX, which I was unsuccessful and left him several messages. I spoke to XXXX XXXX at XXXX XXXX in the insulation department, and she informed me that we were on schedule to get our product in XX/XX/2022. I informed her at that time that that was unacceptable, as this was the first that we had heard of any delays in anything or gotten any information on the status of our project. She also stated, which I documented, that the supplier sometimes had run behind and that was the reason for the delay. To make matters worse, even with all of the lack of communication from XXXX XXXX  side, they informed us if we canceled the order they would charge us a 35 % fee which is stated nowhere in the paperwork that we signed. XXXX finally responded via email once I sent an email to the installer demanding a full refund for the {$14000.00} that was showing up on my credit report and also the payments we have made on a product that we do not have in our possession. I informed them that I refuse to pay for something that I havent received and Ive been making my payments and living up to my part of the obligation of our contract. XXXX XXXX  and their installer are in breach of contract not myself and my wife. The week of XX/XX/XXXX, I had inquired when production started on our project with no response from XXXX. Then, in an email from XXXX XXXX, she stated that production had started on XX/XX/XXXX. Again there was no communication of any production happening on that date prior to this documented email. I feel XXXX XXXX is being deceptive in their practice and trying to get me to pay for something that I dont have. There have been several attempts to get this resolved. XXXX XXXX has not been accommodating and Ive been passed around through several departments with no resolution. I feel that XXXX XXXX is using deceptive practices to keep my credit while they scramble to get something produced that I no longer want because of the excessive delays and lack of information. The {$14000.00} charge has been on my credit report since XXXX and I want it removed and a full refund. We also want the payments that we were making back from XXXX XXXX I no longer want to do any business with their contracting team.

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