Consumer complaint received 2024-09-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Please see timeline below. 

XX/XX/year>, I signed the contract with XXXX XXXX XXXX XXXX XXXX as XXXX XXXX XXXX to repair my bathroom because the shower pan was leaking and damaging the adjoining floorboards. I paid XXXX {$9400.00} for the work per the estimate they provided, which was charged to my XXXX XXXXXXXX XXXX credit card. The total amount of the work was {$10000.00}, and {$9400.00} was the first portion that was required to begin work. 

XX/XX/year> XXXX began work on the shower. They tore out all the shower walls leaving the walls exposed where you can see the wood studs ( photos attached ). They did not dispose of the tile and material, and left it sitting next to my house, which caused a pest problem with cockroaches that necessitated me to pay for pest control. 

XX/XX/year> After multiple calls from us, XXXX contractors came back to inspect exposed shower walls. They said they need more money to continue repairs as there are more problems with the wall having water damage. They said they would reach out to my XXXX XXXX company ( Homeowners of XXXX ) to provide new adjustment for the original estimate. Per my XXXX XXXX company, no documents or information was received from XXXX XX/XX/year> - XX/XX/year> Calls were made at least every other day to : XXXX. XXXX XXXX XXXX number, XXXX reports were made and were promised to be given a call back in XXXX hrs. No return calls were ever made. 
XXXX. ServPro Claim Representatives, calls are not answered. Short texts are received saying I'll get you updates by tomorrow. They never called back or gave any further response. 

To this date, there has been NO response from XXXX regarding my request for a refund of the {$9400.00}. 

On XX/XX/year>, I filed a billing dispute with Citi to request credit for the amount that XXXX charged me, for " goods and services never received ''. 

XX/XX/year>, my attorney sent XXXX a demand letter seeking a refund for the charge they made. 

XX/XX/year>, I sent Citi all the supporting documents for my case, including all communication with XXXX, photographic evidence of bathroom being torn out and left undone, signed contract, etc. 

XX/XX/year>, Citi issued me a decision letter regarding the dispute saying that I am responsible for the {$9400.00} amount paid to XXXX. This is unacceptable because XXXX clearly was committing fraud and breached the contract and refused to refund me for services that were never received. 

Citi said they can resume the investigation if I send the contract ( which I already had done in the previous request of documents from them ). ( Please see attached the decision letter ). 

XX/XX/year>, I sent all the information Citi requested again and request them to resume the investigation. 

Please help me by communicating to Citi to cancel the charge from XXXX. Attached is all the documentation and proof regarding my case. 

Thank you.

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