Consumer complaint received 2019-03-10
Company: CITIBANK, N.A.
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 started a dispute with Citibank in XX/XX/2018 regarding a charge for a move from XXXX to XXXX. The moving company, XXXX XXXX XXXX, failed to provide services related to the move, failed to provide logistics for the move, failed to get my goods through customs appropriately causing thousands in additional port fees, damaged over 25 % of my goods ( $ 52,000+ in damages ), and damaged both homes in XXXX and XXXX in excess of {$10000.00}. 

Following the complaint to Citi, they did not send a request for documentation to my postal address for the claim. I phoned them after a month to ask what was needed. They told me over the phone to send in any communication with the company which I did. They said they had previously sent an email requesting the information, which I confirmed I did not receive. Over the phone the agent confirmed it was still okay and to email preliminary documentation, which I did that evening. The agent send they would post any requests for additional documentation or email. 

A week or two passed and I did not hear back. I was then told via email the dispute was resolved. I phoned in and asked how it was resolved as I had never been asked specific information or to sign any letter or affidavit. They promised to reopen the claim and said they would contact me with a specific document request within 7-10 days. The request never came through so I phoned again. I was told the same story to wait 7-10 days. Again nothing. This has since repeated multiple times with the case being closed without any information and then reopened but no information requested. 

Once again this evening another 7 day window had passed. I was told that the case had never in fact been reopened in XX/XX/XXXXor twice in XX/XX/XXXX as they had previously claimed. In fact I was told Citi never referred the case to MasterCard as they had told me previously, had not contacted myself or the merchant for information. 

As a result I am out of pocket {$23000.00} because Citi has  never in fact processed my dispute, nor communicated what information they needed despite my contact them multiple times asking what to send. 



The charge was : Date Amount Description XX/XX/2018 {$23000.00} XXXX XXXX XXXX CA There have been hundreds of pages of emails, photos, phone records, etc. that pertain to this case. To help summarise, please refer to attached invoices and excel spreadsheet summary of the dispute. 

I am happy to provide any further information needed. 

Citi like the disputed mover XXXX XXXX XXXX, have not been looking of for my best interests despite both being my vendors which I pay a premium for their services. In fact I was charged 4.65 % for the use of my Citi card which I did to get billing dispute protection. Unfortunately Citi did not provide that service.

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