Consumer complaint received 2019-11-01
Company: CITIBANK, N.A.
State: NC
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 recently retired and I relocated from XXXX XXXX, XXXX  to XXXX, XXXX. As detailed in the attached letter to Citibank, I used a moving company named XXXX XXXX XXXX XXXX for my move and incurred {$3100.00} worth of charges from XXXX XXXX although no services were rendered. XXXX XXXX maintains that I signed a contract and that they provided a 3rd party mover but the mover they provided tried to extort me for {$9000.00}! 

I originally based my dispute on the fact that I tried to cancel the job after the demand for {$9000.00} but after speaking with a fellow named XXXX in the Citi disputes department he advised that I would not win the dispute unless I resubmitted my dispute paperwork as no services rendered, so I resubmitted the paperwork as advised. 

The Citi dispute department has sided with XXXX XXXX for both of my disputes ( see attached dispute letter ) based on the fact that a contract was signed. They claim that they are bound by the Federal Credit Card Act and that only my original dispute can be investigated and they can not reverse the credit card charges because a contract was signed. 

I took my grievance to the Citi CEO 's office ( see attached ) but the outcome was the same, the contract took precedence over all else. 

However, I was in contact with the Federal Motor Carrier Safety Administration and they gave me a list of moving brokers responsibilities and the broker was in violation of the following- They did not provide me with the FMCSA Rights and Responsibilities Booklet or the Ready to Move brochure. 
They did not provide me with a list of moving companies they use. 
They did not furnish a written agreement with the 3rd party mover they used ( the 3rd party mover told me they have nothing to do with XXXX XXXX ). 
The mover must perform a physical survey if within 50 miles of the location, they did not. The only survey performed was when they showed up on the move day demanding {$9000.00}! 
Based on theses violations of the broker 's responsibilities I contend that the broker voided the contract. However, Citi still sides with the broker and maintains that unless the broker agrees to a refund there is nothing they can do. Since XXXX XXXX is obviously a corrupt company, they have no intention of agreeing to a refund. 

This is not fair that a company that did nothing but arrange for a group of extortionists to arrive at my apartment demanding {$9000.00} can be allowed to keep {$3100.00} because a fraudulent contract was signed. How can Citi side with this broker after seeing that the original estimate went from {$3900.00} to {$9000.00}! 

As retired person this loss of {$3100.00} is a tremendous blow to me and I hope that something can be done or some advice given in the hopes that I can recoup some of my loss. 

Much appreciated ... Regards, XXXX XXXX

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