Consumer complaint received 2022-03-27
Company: CITIBANK, N.A.
State: NJ
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX, I signed a store card credit card contract with XXXX XXXX to pay for the installation of a new window. The installation ( XXXX ) was to be performed by XXXX XXXX XXXX XXXX XXXX week period as stated by the salesperson. I placed a deposit of {$530.00} on XX/XX/XXXX for window installation services that were to be performed in the XXXX week period I agreed to. 

I was contacted by XXXX XXXX an Installation Services Coordinator on XX/XX/XXXX, via email to advise me that I can schedule my installation. I responded to XXXX XXXX 's email to ask if the installation could be scheduled for the following week on XX/XX/XXXX or XXXX of XXXX, and XXXX XXXX responded to my email to state unfortunately, multiple materials needed to complete this work would not be in stock until XXXX and then the remainder in XXXX of XXXX. Disappointed after receiving this news, and upon completion of receiving this email, by XXXX XXXX, I decided that due to the ambiguity of this contract, and the fact that the dates for installation and service are now much different than what I agreed to, I decided to place a cancellation for my installation the next day, on XX/XX/XXXX. 

I placed a follow up email to XXXX XXXX on XX/XX/XXXX to let her know that my order is in the process of being cancelled and cited the case number provided to me over the phone as ( XXXX ). XXXX XXXX responded to the email to thank me for letting her know, and said she would notate it. After the cancellation process began, I started calling up XXXX home depot credit card daily to check if the refund or cancellation had been processed. After a week or so of not receiving it, I called the toll free number for XXXX XXXX, and spoke to someone at the store that was affiliated with this installation, and was advised by the customer service team that the cancellation takes XXXX hours to process. 

I received an email on XX/XX/XXXX Subject line : " Case : XXXX HDIS Order Cancellation-Wood Windows '', from XXXX XXXX XXXX XXXX XXXX ) for XXXX XXXX XXXX XXXX who XXXX she would be handling my case, and working to confirm that my order has been canceled. XXXX XXXX also stated she would follow up with me on XX/XX/XXXX in regards to this case. I responded to XXXX XXXX 's XX/XX/XXXX email to thank her for the follow up. 

On XX/XX/XXXX, I followed up by phone to XXXX XXXX XXXX XXXX and left a message for XXXX XXXX. XXXX XXXX called me the same day to tell me that I would be getting a refund in XXXX days. To keep a proper record of this process being that XXXX XXXX did not email this case update to me, I emailed XXXX XXXX on the same email chain a diary of our phone conversation. " As per conversation with XXXX XXXX via phone, order has been cancelled, and expected refund will be XXXX days from XXXX. 

On XX/XX/XXXX I sent a follow up email to XXXX XXXX asking if the refund would be XXXX business days or XXXX calendar days including the full refund amount. XXXX XXXX responded the next day to my XX/XX/XXXX email to state it is XXXX business days, and to apologize for not specifying the amount of the refund. 

On XX/XX/XXXX XXXX XXXX sent an email advising I was charged a deposit of {$530.00} on XX/XX/XXXX, and now mentions there is a 3 day cancellation window. No where in the contract does it say " After 3 days a consumer can not get a refund, or is not entitled to a refund. She advised me that the XXXX XXXX cancelled my order but are refusing to give me a refund because the product had already been ordered. The branch has not given or provided me with the product that they claimed to have ordered, and I did not receive a refund. I was charged {$530.00} and have no product or service rendered. 

On the XXXX XXXX XXXX XXXX XXXX under # XXXX. Notice of Right to Cancel, it states " YOU MAY CANCEL THIS AGREEMENT WITHOUT PENALTY OR OBLIGATION BY CONTACTING THE SERVICE PROVIDER OR STORE DIRECTLY ; OR EMAILING SERVICE PROVIDER ''

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