Consumer complaint received 2023-12-28
Company: CITIBANK, N.A.
State: CO
Product: Credit 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 paid for my move using my Citi credit card. The moving company charged me for services that were not rendered and in the process they damaged and stole a number of items that were meticulous cataloged as part of the move. I reached out to Citi to file a dispute. I gave them pages of factual evidence outlining the moving company 's breach of our contract, the fact they did not provide services as rendered and the evidence of physical damage to our new house and to our furnitures and possessions that were moved. I provided all of this information to the Citi. I heard nothing back for weeks. Finally, after over 8 weeks, I heard back from Citi that they disagreed with my dispute and were not going to issue any refund or settlement. They never reached out to me to ask for any additional detail, despite my numerous attempts to tell them that I would also like to speak to a supervisor to describe in detail the situation. When I called to voice my concerns over lack of clarity with the dispute process, I was told by a supervisor that I was given the wrong guidance when I filed the dispute. The supervisor told me had I filed as services not received or as expected, I would have a legitimate case. I was so disappointed as I rely on Citi for guidance and whoever I spoke to during my first dispute call, made a critical error which cost me thousands of dollars. I spoke to several supervisors regarding this issue and not one of them could correct the critical mistake that initial colleague made. Not one of them could provide me with any additional details on the dispute process. Furthermore, the dispute team did not read any of my documents I provided to them. The first letter they sent me basically stated for me to deal with this in court. They wouldnt help me because it is was fair that the merchant made the move, despite all of the factual evidence to the contrary - items were missing, stolen, damaged and we were charged for numerous services that were not rendered. Citi 's entire dispute department is incompetent and they often contradict one another. they have no process or controls to protect consumers from fraud. They are a joke. Had they been more transparent and provided for clarity and proper guidance, I would have had a better outcome. 
My original charges for the move were {$770.00} and {$6900.00}, for a total of {$7600.00}. 

I filed my dispute claiming at least {$3000.00} in damage. The primary contributors were a broken TV ( caused by the mover - we have pictures of the damaged box on arrival and we had a TV repair person come out to inspect the TV which was not repairable ). the TV was packed by the mover ( we paid extra for this service ). Two missing designer belts that were stolen, each were {$500.00}. And then significant damage to a leather chair. The moving company foreman put packing tape directly on the leather chair ( he did not use a moving blanket ). the leather is damaged beyond repair. We provided all of this to Citi plus damage to our walls caused by the movers. Nothing was done. they did not even acknowledge receipt of the information. They then claimed that the dispute process was out of their hands and XXXX neglected to file a claim. I asked them if all of my evidence was supplied to XXXX, they told me they couldnt answer that- which means NO it was not.

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