Consumer complaint received 2017-07-02
Company: CITIBANK, N.A.
State: IL
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: Overcharged for something you did purchase with the card

Complaint:
I hired XXXX XXXX XXXX XXXX XXXX to move me to a different apartment. The morning of the move the customer service people called to tell me that the crew is running behind schedule - that they will be at my home at the later window of time quoted ( XXXX XXXX to XXXX ). The C.S rep also informed me that I would be called when the crew in nearby and again when they are at my residence.I received some calls from 2 different phones due to poor reception they called from a 2nd phone. When they parked - they called me and stated they were here which is the time noted on my phone bill scan at XXXX. At XXXX the move was over and they required that I sign their copy of the billing which I did and they rubbed my card number onto the bill and I was given a yellow copy. I also had written on the receipt that they lost the footing from my bed frame which they are liable for.After not receiving a billing ( mail or email ) I called XXXX XXXX and asked what is going on and also was told the amount and total times ( arrive/depart ) which was shocking as I know the time they arrived and had looked the call up in my cell phone memory. The moving company refused to properly bill me despite me sending them a scan of my copy of the bill with no times noted but it does only have a {$67.00} truck charge. Due to them not correcting the billing time to after XXXX I filed a dispute with Citi Mastercard over the phone and then after receiving the complaint forms ( which lack a box to check that states fraudulent billing/over-billing ). I later received request from Citi later to fill out the exact same forms again which I feel is a game since I verbally explained the problem to Citi CS reps that the time started was XXXX and they can prove the true starting time by GPS - time/date and location from the phone call that belongs to an employee or corporate XXXX XXXX. Citi did n't perform this investigation because they would find out that my story was fact and their 'merchant ' bill-er is defrauding me and MasterCard would have to dismiss them from usage privileges. I have complained to Citi numerous times about this issue.Finally, I filed a complaint with Illinois Attorney General XXXX XXXX 's office and they were able to obtain a partial refund of {$140.00} which {$15.00} is for the bed frame issue and 1 hour amount {$130.00}. If you look at my copy that is the one with few numbers written in, it will be obvious that the company tried to defraud me by overcharging my credit card which CS at XXXX XXXX had before the move. With this comment, another issue is with the crew lead stopping loading at my residence after about 1.5 hours to call the office to check on my credit card info. They had it days before and I feel that this ploy extends the billing amount as they charge by the 1/4 hour at {$130.00} per hour. Also, now it appears to me that they were likely planning to overcharge me. Since the company would n't correct my billing during the 1st call, I feel that the written bill of {$67.00} is legally what I owe and nothing more.I have spent hours of my time trying to correct this problem.To restate my point - the bill in my possession states that {$67.00} charge for truck and no time expenses.If the company had properly corrected the overcharge with the 1st complaint, I would have legally signed the correction -- -not now. They are in violation of the law and so is Citi being a partner in their fraud. Citi benefits from the fees on the total dollar amount. Also, I do not believe that I am the only one over-charged.

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