Consumer complaint received 2026-03-22 00:00:00
Product: Credit card — Store credit 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: OH

Complaint narrative:
XX/XX/XXXXThe information below will demonstrate that this entire process by CITIBANK/HOME DEPOT HAS BEEN NOTHING SHORT OF ABUSIVE AND PREDATORY.XX/XX/XXXXThey've intentionally flooded me with having to take and send hundreds of pictures, making me send them to their insurance company, various Home Depot reps, XX/XX/XXXX\tcausing me to miss work for the many appointments that they didn't always show up for,XX/XX/XXXXthaving to send countless letters, phone calls morning, noon, and night XX/XX/XXXXDeliberately disguising the chain of command so that it took me over a year to figure out that nearly none of the people they were sending to my home actually work for Citibank/Home Depot making no one responsible for anything. I didn't know who was working for whom. They've played games throughout,XX/XX/XXXXThey've even sent people to intimidate meXX/XX/XXXXHaving to prepare yet ANOTHER complaint has been stressful and exhausting. Ive needed a BREAK from having to take updated photos, relive this story over and over again. I've gotten emails, registered letters, and traditional letters from CITIBANK/ Home Depot ALL OF WHICH I HAVE HAD TO REPEATEDLY TAKE TIME OUT TO RESPOND TO - to the point where I just needed to stop looking at them. But I took time out again Saturday,XX/XX/XXXX 2026 to prepare yet another letterXX/XX/XXXXHere's my appeal to CITIBANK/HOME DEPOT:XX/XX/XXXXI do not know what kind of person(s) you are that is reading my complaint.XX/XX/XXXXnWhat I have learned from dealing with you at CITIBANK/HOME DEPOT is that your company will put a friendly voice and face to a project, but the person wont exercise an ounce of morality, integrity, or honesty of their own. They are solely owned by whoever is signing their paycheck. So, if you who are reading this and representing CitiBank/Home Depot are of the same ilk, then we might very well end up in court. My husband and are senior citizens and we dont want to spend any of our days fighting anyone in court. But you should know, that if you dont choose to do what is right, I will gladly take ALL the hundreds of photos and the vast number of documents and emails, and records and reports to the BEST most reputable, dogged, qualified, and passionate attorney I can find.XX/XX/XXXX on the other hand those reading this dispute, are governed by integrity and reason, this will be resolved quickly, and you will conclude that HOME DEPOT was a very bad and egregious actor that you have aligned yourself with, and perhaps CitiBank could do a better job of screening those companies they choose to partner with. And you should also realize that it is CITIBANK/HOME DEPOT that is in default, and not the good-faith customer.XX/XX/XXXXLook at my payment record from the very beginning. Look at the communication timelines between the customer and CITIBANK/HOME DEPOT. Look at when I stopped making payments and what is abundantly clear are the facts:XX/XX/XXXXCitiBank provided the financing to CITIBANK/HOME DEPOT for the product and installation of the product as agreed.XX/XX/XXXXCustomer XX/XX/XXXX was paying for the product and installation as agreed.XX/XX/XXXXManagement was called constantly throughout the ENTIRE installation process, and I (the customer) kept requesting that they take installer, XX/XX/XXXX off this project, and I was repeatedly told by CITIBANK/HOME DEPOT management that any other installer would be worse than the one I had. And yet, I continued to pay as agreed.XX/XX/XXXX CITIBANK/HOME DEPOT did not provide installation as agreedXX/XX/XXXX When the flooring started to break apart, CITIBANK/HOME DEPOT sent several teams to inspect the job and all parties from CITIBANK/HOME DEPOT agreed that the job was not installed properly and they/ CITIBANK/HOME DEPOT acknowledged that they needed to take measures to correct the installation at the expense of CITIBANK/HOME DEPOT. XX/XX/XXXX Only after CITIBANK/HOME DEPOT discovered that the materials needed were discontinued, did CITIBANK/HOME DEPOT then resort to measures of intimidation, abuse, and lies.XX/XX/XXXXBefore I engaged with CITIBANK/HOME DEPOT for the flooring, my credit score was approaching XX/XX/XXXX. Because I had no recourse except to stop paying CITIBANK/HOME DEPOT/CITIBANK my credit score took a nosedive toXX/XX/XXXXCITIBANK/HOME DEPOTS TOTALLY UNACCEPTABLE OFFERSXX/XX/XXXXCITIBANK/HOME DEPOTs idea(s) of a solution to the poorly installed flooring\nXX/XX/XXXX, (the customer) give CITIBANK/HOME DEPOT the additional flooring I purchased for another room in my house to keep my design consistent which would force me to have mismatched flooring in my house. When, another fact is, it is none of CITIBANK/HOME DEPOTS BUSINESS WHAT ELSE I HAVE IN MY HOUSE. Just because CITIBANK/HOME DEPOT is aware of something else I bought does not give them a right to use it.XX/XX/XXXX\tCITIBANK/HOME DEPOT replace all the flooring in one area of my house leaving the entire other area mismatched when the whole reason I had ALL my floors (except kitchen & baths) done in the same material and style is because I wanted the floors to match. I DID NOT WANT MISMATCHED FLOORS.XX/XX/XXXXCITIBANK/HOME DEPOT deduct a portion of the bill leaving me with this spectacle of a floor but continue to pay CITIBANK/HOME DEPOT for this mess they call a professional installation.XX/XX/XXXXSo, Citibank official, you tell me what item in their settlement offer is something I should pay for?\nPlease Note: according to the manufacturers warranty information: If water gets into those spaces, that could be disastrous. This is my home where people walk, carry food and drink, etc. What do you think will happen to the floor if someone accidentally spills water in any of those wide spaces? Is this something I, or you should pay for. THIS IS CITIBANK/HOME DEPOTS DOING. CITIBANK/HOME DEPOT SHOULD HELD RESPONSIBLE. But CITIBANK/HOME DEPOT wants me to continue to pay for that.\n\nNow heres a more detailed account of the egregious stress I endured at the hands of CITIBANK/HOME DEPOT and the bad actors you sent to my home.\XX/XX/XXXXCITIBANK/HOME DEPOT installers were unprofessional, untrained, unqualified, and led by oneXX/XX/XXXX, who was openly racistsXX/XX/XXXXtRacist Installers Destroyed my brand-new rug. I sent photos and management came and looked at it. They acknowledged they did it but refused to replace it or compensate me for it.XX/XX/XXXXtRacist Installers Marred my sidewalk and driveway very badly. I sent photos and the manager came and looked at it. They acknowledged that they did it, but they sent a letter to their people saying they didnt need to clean it up because it was biodegradable and would wash away with the rain. XX/XX/XXXXTheir conclusion that it would was away is Not true. They made the mess on my sidewalk and driveway inXX/XX/XXXX, and EVERYDAY when I step out my front door, I see the MESS CITIBANK/HOMEDEPOT made on my propertyXX/XX/XXXXtRacist and untrained installers didnt know that various kinds of transition strips should be used based upon what floor you are transitioning to, i.e., from wood/laminate to ceramic tile, or carpet to laminate, etc. CITIBAND/HOME DEPOT untrained installers used the same transition strips for everything. The strips started breaking and cracking while they were still installing the floors. \na.\tThe strip between my foyer and my dining room had nails sticking out, resulting in my sock getting torn and my toe was cut on one of the nails that I didnt immediately see as I simply walked into my dining room. \nb.\tThe transition strip between the family room and kitchen (laminate to ceramic) left a huge gap; it wasnt nearly wide enough, and you could see a hole where the grout and cement board under the ceramic had ended, and the new laminate began, and somehow the installer thought that was acceptable. XX/XX/XXXX again, I had to call management. Management came and could immediately see the nails sticking up in some of the strips, and they could see that the strip between the laminate and the ceramic was not suitable. CITIBANK/HOMEDEPOT Management ordered a different strip, and CITIBANK/HOMEDEPOT people installed it, but they lied to the attorney general (in writing) stating that I breached the contract by interfering about the transition strips. Since when is the customers complaint about poor unprofessional workmanship INTERFERENCE and Breach of Contract? XX/XX/XXXX\tRacist Installers Cut aXX/XX/XXXX in circular hole in the newly installed floor and when I asked about the hole, they looked me in my face and said they do a more professional job for other people by asking if they want an old cable wire cut or simply pushed under so they can lay the new flooring on top, but they decided not to give me that courtesy even though I was right there in the next room. So, they deliberately just cut a round whole in my brand-new floor and happily told me why they did it.\na.\tAgain, management had to come and make them take the whole room up to get to the whole and replace the board(s) with the hole.\XX/XX/XXXXThe untrained Installers had no clue of how to install the flooring around the brick fireplace. So, they created a ridiculous wooden box around the base of my fireplace that management had to come out and make them remove and replace with a bead of calking to correct the sloppiness of their untrained racist installers. \XX/XX/XXXXRacist untrained Installers made large raw jagged unfinished gaps all around my XX/XX/XXXX exterior doors that would have resulted in the entire floors being ruined with the first rain.XX/XX/XXXXI had to have management come. Thats when I discovered even management didnt know the proper way to finish the edges of the floor they were being paid handsomely to install. I had to go to other businesses and inspect flooring and then come back and offer suggestions to CITIBANK/HOMEDEPOT management on how to finish the edges of the flooring when it abuts an exterior door. (XX/XX/XXXX)\XX/XX/XXXXtRacist Installer had drop cloths to protect the customers carpets, but deliberately elected not to use them to cover my foyer tile floor and my interior carpet, as well as the new exterior carpet on my front porch entry for the XX/XX/XXXX several weeks on the job. \na.\tI called management. They acknowledged it was wrong, but they didnt care, and they offered no remedy or compensation.XX/XX/XXXXtI made it very clear to Home Depot Management persons and racist installer XX/XX/XXXX that my husband was still recovering from a very serious illness and that it was imperative to keep out stress. One day, as my husband was leaving out the door for work, the racist InstallerXX/XX/XXXX told my husband that some floorboards were loose and needed to be nailed down to secure an area of the floor before they installed the new flooring over it. My husband inspected the work and concluded it would take him less than XX/XX/XXXX to fix the problem with his pneumatic tools. My husband asked racist XX/XX/XXXX if there was time for him to run out to go to work for a couple of hours . Racist XX/XX/XXXX said that was fine because he [XX/XX/XXXX] and his crew were going to lunch, and they had a lot of other areas to work on until my husband returned. The installers went to lunch and returned XX/XX/XXXX later and decided they would not wait for my husband. Instead, they immediately installed new flooring over the area that needed to be secured- knowing it was problematic. My husband returned about XX/XX/XXXX later as promised, and discovered what they had done, and everyone knew immediately that the install was bad. When you walked on that area, the flooring sunk underneath your feet and made loud creaking and cracking sounds. (The original flooring was carpet, so we didnt originally have that problem) But the wood flooring exposed the loose floorboards underneath. Securing them was a simple procedure that would take less than XX/XX/XXXXwith my husbands pneumatic Nailer, but the installers refused to wait as they had promised. \na.\tSo, once again, management had to called to my home. This is when your installers true colors came out. \ni.\tRacist installer XX/XX/XXXXlied and said he never told my husband he would wait for him to return to secure the floors. He began yelling at me: He called meXX/XX/XXXX! He continued to yell and said that he is JXX/XX/XXXX and that God cares more for him than he does me because he isXX/XX/XXXX! I then said, God had nothing to do with the poor job you are doing on my floors, and I ordered him to get out of my house. The manager stood their witnessing the entire exchange. WhenXX/XX/XXXX walked out, the manager immediately defended him by telling me XX/XX/XXXXwas a leader and a rabbi. I told him I didnt care, and that I never wanted him on my property again. But the manager told me that XX/XX/XXXX was the best CITIBANK/HOME DEPOT could offer me, and that anyone else he brought in would be worse than XX/XX/XXXXThis entire case can be summed up very simply:\nCitibank sent untrained installers to my home to do a job. It was proven within the first week on the job, that the lead installer, XX/XX/XXXX was not only unqualified to do the job professionally, but he was deliberately sabotaging the job and wasting materials. He admitted it openly. Clearly it never occurred to Citibank management that the materials XX/XX/XXXX was deliberately wasting, might one day be discontinued by the manufacturer, and Citibank/Home Depot might end up needing the very materials that XX/XX/XXXX kept wasting. \n\nBut lo and behold that is exactly what happened. The floors they installed started coming apart. Citibank/Home Depot management came back to inspect the job, and they acknowledged that they needed to replace the flooring. They scheduled a days and times to redo the floors, and thats when they discovered that flooring that they so casually and repeatedly wasted, was now no longer available from the manufacturer. So, because they cant get the materials to fix up another one of their mess-ups, they are trying to make me pay for it. \n\nNOW, enlarge those pictures, and look at them real good. CRACKS SO BIG YOU CAN LITERALLY STACK COINS IN THEM (please see photos which shows quarters, nickels, dimes, pennies stacked in the cracks And tell me how you, Citibank, are going to correct the problem, and if not, explain to me how it is possible that I owe you for this? This entire process by CITIBANK/HOME DEPOT HAS BEEN NOTHING SHORT OF ABUSIVE, RACIST, AND PREDATORY. \n\nBAD ACTORS FROM THE BEGINNING\nFrom the beginning, I informed Citbank representatives and everyone they sent to my home, including those acting in a management capacity on behalf of Citibank that my husband was recovering from a serious illness, and he could not be put under stress. Nevertheless, CITIBANK sent unqualified, untrained racists to install flooring who continuously created an atmosphere of undue stress and fear in my home. \n\nAnd finally, the fact of the Flooring job. \nJUST LOOK AT IT. AND DO WHAT IS RIGHT!! See attached Photos:"

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