Consumer complaint received 2020-02-27
Company: CITIBANK, N.A.
State: CA
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:
XX/XX/XXXX - I took my vehicle to XXXX XXXX / XXXX XXXX XXXX for a transmission rebuild. 
XX/XX/XXXX - I paid XXXX {$500.00} as requested for the parts needed to start the job. Invoice was paid electronically via XXXX on my Citibank card. 
XX/XX/XXXX - XXXX provided me with updates on the removal and tear-down of the transmission. 
XX/XX/XXXX - I inquire about the progress via text. 
XX/XX/XXXX - I inquire about the progress via text. 
XX/XX/XXXX - XXXX responds that he needed to order a few extra parts and things will start moving along again in the coming week. 
XX/XX/XXXX - I inquire about the progress via text. 
XX/XX/XXXX - XXXX says he should have the vehicle back to me by the end of this coming week. 
XX/XX/XXXX - XXXX tells me he ran into an issue trying to find a particular bearing that is no longer available from the manufacturer ( discontinued part ). 
XX/XX/XXXX - I get a call from XXXX to discuss this discontinued part that is now holding up progress. 
XX/XX/XXXX - I locate an overseas reseller who has the part available. XXXX says he has ordered it. 
XX/XX/XXXX - I inquire about the progress via text. 
XX/XX/XXXX - XXXX says he has not seen the part arrive yet. 
XX/XX/XXXX - I ask XXXX if he has a tracking number for the part. 
XX/XX/XXXX - XXXX tells me that the part order never went through due to the method of payment he used. 
XX/XX/XXXX - I ordered the part myself from a seller in XXXX. Est. delivery of XX/XX/XXXX. 
XX/XX/XXXX - I text XXXX that the part should arrive soon and trying to arrange getting the part to him. No response from XXXX. 
XX/XX/XXXX - I text XXXX that the part should arrive soon and trying to arrange getting the part to him. No response from XXXX. 
XX/XX/XXXX - I text XXXX asking is he's received my texts. 
XX/XX/XXXX - I text XXXX asking what's going on? 
XX/XX/XXXX - XXXX responds, apologizing that he's been out of town and he will pick up the part from me in the next couple days. 
XX/XX/XXXX - I text XXXX asking that he call me. 
XX/XX/XXXX - I text XXXX asking that he call me. 
XX/XX/XXXX - I text XXXX again asking urgently that he contact me. 
XX/XX/XXXX - XXXX responds telling me he does intend to finish the job. 
XX/XX/XXXX - I text XXXX asking that he call me to discuss this and that I'm considering at this point just picking up my unfinished vehicle. 
XX/XX/XXXX - XXXX says he will call me this evening. 
XX/XX/XXXX - XXXX finally calls me and assures me that he is going to come by to pick up the part from me and finish the work on my car. Says he should have it done by the end of next week. 
XX/XX/XXXX - I text XXXX asking when he is coming by to pick up the part from me. 
XX/XX/XXXX - XXXX responds that he is " working on it '' XX/XX/XXXX - I text XXXX asking if he will be by today to pick up the part. 
XX/XX/XXXX - I text XXXX telling him that at this point that I would just like to arrange having my car picked up to take elsewhere. 
XX/XX/XXXX - I text XXXX again that I just want to pick up my car and parts I paid for. 
XX/XX/XXXX - XXXX texts me that he's been in LA getting medical testing and he will be back by the XX/XX/XXXX and get my car rolling so I can have it towed to another shop. 
XX/XX/XXXX - I text XXXX asking for a phone call. 
XX/XX/XXXX - XXXX texts me that he had to stay another day and he will be getting back on the XX/XX/XXXX or XX/XX/XXXX and will get my car back to me. 
XX/XX/XXXX - I text XXXX asking how it's looking on getting my car back today. 
XX/XX/XXXX - XXXX texts me saying that he's not quite back yet, but should have it ready for my by tomorrow morning. 
XX/XX/XXXX - I text XXXX and ask him how it's looking this morning. 
XX/XX/XXXX - XXXX says he is trying to find the clutch kit that he had ordered for me. 
XX/XX/XXXX - XXXX texts saying that couldn't find the clutch kit and may have to refund that portion to me. 
XX/XX/XXXX - XXXX texts saying that he is getting ready to head to the shop and get my car rolled out for me. 
XXXX rolls the car out for me and left before I could confront him. I find the car with the transmission in parts in the trunk, the engine is sagging in the engine bay by a single motor mount, steering components not connected. There are no new parts from a rebuild kit or clutch kit anywhere to be found. I get my car towed to another shop and after doing an inventory, they tell me there are internal components of the transmission that are missing. I am now looking at having to source another whole transmission in order to get my vehicle repaired. 

XX/XX/XXXX - I called Citibank to inquire about disputing the claim and was told that this falls outside of the time limitation allowed refund/chargeback. 

I have since tried to contact XXXX regarding the refund on the parts and I am getting no response.

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