Consumer complaint received 2020-01-19
Company: CITIBANK, N.A.
State: NC
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:
I am submitting a complaint about how the chargeback dispute process and the claims and defenses claim I requested were handled by the Billing Dispute Department, Citi Simplicity MC Citibank , N.A . Citi, Citibank. 

My City Simplicity MC chargeback dispute and claims and defenses claims involved XXXX XXXX XXXX, owned by XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX. 
Due to the way XXXX  billed me for its services and materials purchased, at this moment, invoices, charges, receipts are so intertwined that I am not sure I can show exactly what was charged for whatever. It is exhausting and frustrating. I am not an accountant. I am not sure what I owe compared to what has been charged to my Citi and XXXX XXXX credit cards. At a quick overview, I think I have been doubled billed and have over paid charges on my credit cards. In my opinion, XXXX XXXX record keeping is a mess. I have attached XXXX Invoices Estimates - Receipts. ( Attachment 1 ) Invoice Clarifications : There are no clear explanations for work completed, no specific list of materials used with cost amounts, no copies of merchant receipts on any of the documents/invoices provided by XXXX XXXX. 
Invoice # XXXX : Services Provided by XXXX XXXX, XXXX XXXX Posted Date XX/XX/XXXX XXXX XXXX XXXX XXXX NC {$1800.00} My request for a specific invoice of {$1800.00} was not provided. XXXX XXXX has not listed the services and materials for the charge of {$1800.00}. Instead I received an email saying that a credit for {$1800.00} was applied to Invoice XXXX. ( Attachment 2- same as Attachment 11 in XXXX Attachment ) ) I did not authorize this transaction. I have no receipts with date, merchant, merchant address for products provided by XXXX XXXX. This invoice charge was deducted and punt towards an invoice to XXXX XXXX card without consulting me first. I did receive a paid receipt for the {$1800.00}. I do have an email by XXXX that states that {$1800.00} was deducted from the amount due on Invoice # XXXX. However, when I attempted to add the different amounts on Invoice # XXXX I could not get a total of {$1800.00}. XXXX XXXX received {$1800.00}. 

Invoice # XXXX does list the same work Install Exterior Door and Demo Wall as the Estimate # XXXX for {$1800.00}. Invoice # XXXX lists other services not related to the estimate. I was unable to find a combination of charges for {$1800.00} on Invoice # XXXX amount of {$2900.00}. Receipt {$0.00} Due for Invoice XXXX. 

Invoice # XXXX shows I paid {$2900.00}. This is not correct. I only paid {$1100.00}. XXXX XXXX received {$1100.00}. The amount of {$2900.00} minus {$1800.00} credit equals {$1100.00}. I never received a breakdown of how the {$1800.00} was used that left a balance of {$1100.00}. No merchant receipts. 

Invoices # s XXXX and XXXX and the Citi {$1800.00} receipt are all intertwined. The invoices # s XXXX and XXXX and the Citi Receipt do not clearly show what was charged to XXXX XXXX : - Invoice # XXXX is used for charges to XXXX XXXX and Citi Simplicity. 
The XXXX XXXX Invoice XXXX was originally {$3600.00} but a deduction of Invoice {$1500.00} paid by a Citi Simplicity card reduced it to {$2000.00}. This amount was paid to XXXX XXXX and is on my XXXX Statement on XX/XX/XXXX. 
- I received a 2nd billing for {$2000.00}. It appears this was sent through XXXX XXXX and includes XXXX XXXX XXXX. 
- Invoice XXXX {$2900.00} : I have never paid {$2900.00} to anyone. This invoice is related to the {$1800.00} deducted from {$2900.00} and was charged to my Citi Simplicity card. I did not authorize these changes to my credit cards. ( I still owe {$1800.00} ). {$2900.00} minus {$1800.00} equals {$1100.00}, the amount that was charged on XXXX XXXX and shows on my XXXX statement paid on XX/XX/XXXX. 

Invoice # XXXX {$4200.00} and XXXX # XXXX line item Flooring {$110.00} plus tax : XXXX XXXX has not provided all the information about the XXXX XXXX XXXX. He has not given the name of the merchant, the date purchased from the merchant, the address of the merchant, and how to contact the merchant. 

XXXX XXXX XXXX, is not a merchant. XXXX XXXX XXXX XXXX owned by XXXX XXXX who bought the XXXX XXXX XXXXXXXX XXXX and then invoiced me. I do not know what he actually paid for the flooring. 

My efforts to work with XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX is still ongoing. But my efforts have been unsuccessful so far. ( Attachment 3 ) The following charges were made to my Citi Simplicity Credit Card. They are posted on my XXXX and XXXX Statements : XXXX Trans Date XX/XX/XXXX XXXX NC for the amount of {$1500.00} XX/XX/XXXX ) Trans Date XX/XX/XXXX XXXX NC for the amount of {$1800.00} 2 ) Trans Date XX/XX/XXXX XXXX for the amount of {$1500.00} I have not attached the Citi Simplicity MC XXXX and XXXX Statements. But I can supplied them if they are needed. 

I have attached the email letter I sent to XXXX ( Attachment 4 ) The email letter is accompanied by an Attachment list and 22 other Attachments that I have also attached ( Attachment 5 ). I contacted XXXX, an online website that connects homeowners with local home improvement contractors. XXXX XXXX XXXX XXXX, is one of the referred contractors. 

I have heard from XXXX. They are presently reviewing all the information I provided. 

I have attached : - Citi chargeback dispute email letters/correspondences - Claims and defenses email letters/correspondences - I have separated them by months. ( Attachment 6 XXXX ), ( Attachment 7 XXXX ), ( Attachment 8 XXXX ), ( Attachment 9 XXXX ), ( Attachment 10 XXXX ) I have not received a response to my XX/XX/XXXX Claims and Defenses Claim. The claim request is in Attachment 5 XXXX emails. 

An additional email letter with 3 attachments, Attachment XXXX # 4, was sent to XXXX XXXX, Executive Response Unit on XX/XX/XXXX informing the Executive Response Unit of communication with Citibank representatives. ( Attachment 11 ). Another email was sent to to XXXX XXXX, Executive Response Unit on XX/XX/XXXX requesting the Executive Response Unit to make corrections in the Citi Simplicity Card Current Balance. ( Attachment 12 ) If you need additional information, please let me know. 

Box 2 What would be a fair resolution to this issue? 

XXXX walked out on the job and did not satisfactorily finished the 3 projects. XXXX XXXX has chosen not to communicate with me or respond to my last email ( Attachment 13 same as Attachment 8 in XXXX Attachment ) In his ten pages chargeback disute response to Citi Bank ( XXXX XXXX XXXX ) XXXX did not provide all the necessary information ( Attachment 14 ) : the first 2  pages are not legible, he did not comply with chargeback guidelines provided by XXXX XXXX and Master Card. 

Due to the sloppy workmanship and unfinished work, I am going to have to hire skilled, licensed workers to redo the jobs. This will be costly. Presently, I dont have the money to hire new workers. I am going to make calls and try to reputable licensed contractors. The time I have wasted trying to get resolutions to the credit card bills and dealing with my health issues has not left me little time to obtain estimates. 

I have spent unpaid hours trying to resolve the issues with XXXX  and Citi Bank. I want all the amount for work and material charged to my City Simplicity credit card credited back to my XXXX XXXX XXXX Checking Account. The total amount is : {$4900.00}. 
Box 3 Product or service type Master Credit card or prepaid card box Box 4- What type of problem are you having? 

1 ) I have not be able to get XXXX  to respond to my emails 2 ) I did not fully understand the chargeback dispute time frame. I thought I had 60 days from the time I made my dispute. I later found out that the 60 days begin with the posted dated of the charges to my Citi Simplicity/City Bank credit card. 
3 ) Citi Simplicity City Bank billing dispute department representative kept sending me alerts that said they were still reviewing my case and they kept asking for more documents when it was clear that I did not meet the 60 days from posted date of charges requirement with my first chargeback dispute case. The time from XX/XX/XXXX to XX/XX/XXXX was a total waste of time for me. 
4 ) I have not received any response from my Claims and Defenses Claim letter dated XX/XX/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 explanation