Consumer complaint received 2019-09-12
Company: CITIBANK, N.A.
State: CA
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:
On XX/XX/2019. I had hired a moving company ( XXXX  XXXX XXXX  XXXX ) to move my personal belongings from XXXX, XXXX to XXXX, XXXX. They charged me {$32000.00} for the service ( {$6000.00} wason my Citicard double cash mastercard, {$6600.00} was in cash and the remainder was put on my husbands creditcard ). A  crew of 4 showed up, picked up my belongings and I was told that it will be safe and they will have everything delivered to XXXX, XXXX  the final destination with in 60 days of pick up. I was told me belongings will arrive in XXXX around XX/XX/2019 and for me to have the remaining balance of {$6600.00} in cash only ( No check, money order, or CC ). 
I meet the mover at my home in XXXX, XXXX. The guy asked for the balance in cash. I told him I will pay once everything is off loaded. I was told that in the I have contract it states balance must be pain in cash before off loading any belongings. I had no choice but to give him the cash because he told be he will leave with my belongings if I didnt give him the cash first. The Cash of {$6600.00} was handed over and he began to off load my belongings. Keep in mind I paid $ XXXX and was told I needed 2- 40ft containers and 1-20ft container to move all of my things. He off loaded and only delivered 1/8 of my belongings and told me to sign the contract that states I had received all of my belongings in full. I refused to do so and asked where are the rest of my stuff was. He said that's all that he had and I must sign the contract to finalize and close out the contract. I refused and he tried to force to to sign the document. I told him I will not sign it and I will be calling the police. He left my property as soon as I told him that I will calling the police for help. 
At this point, I called the main office for XXXX XXXX XXXX XXXXXXXX and talked to the main point of contact personal named XXXX. I had informed her what took place and that I only received 1/8 of my things and want to know where the rest of my stuff was. She was surprised that I didn't receive everything and told me she will get back to me. couple day later. XXXX told me not to worry and that my things were safe in XXXX  XXXX and ready to ship out on the next shipment. We waited and waited and every time they had a different excuse for not delivering out belongings.After the deadline of delivery date pasted on XX/XX/2019. I place a call to XXXX only to find out the phone numbers were disconnected. This sent me in a panic mode. My husband and I filed a complaint with the Department of Transportation. I got a call from the DoT investigator informing me that this moving company is currently under an investigation and that there are over 124 victims in similar situation. 
With the help of the DoT I was able to located some of my stuff at a self storage facility only 2 miles away from XXXX. They took what they wanted for themselves and dumped the rest and did not make payments for the storage unit for months. The self storage facility tried every week to collect payments from the person who signed the contract with them Named XXXX ( it turns out that XXXX is also XXXX and many other alias names she was using ) but with no success for months. The day I located my things was the day the unit was in the process of being auctioned off. I had to hire a attorney to get an emergency hearing with the XXXX court to to a Temporary Restraining Order to prevent my belongings from being auctioned off. My legal fees added up to {$22000.00} just to secure our things. There was a lot of things stolen by the XXXX XXXX XXXX  XXXX. 
At this point, my husband I contacted our creditcard company to file an dispute. Citi gave me a conditional credit and asked for document to supper the dispute. I emailed them all the supporting document. Month and a half later the dispute was denied and with a letter indicating " disputing quality of the services received and for the missing or damaged of personal items, we can not place a dollar value as amount of compensation. '' This company scammed us and 124 other customers. They are being investigated for fraud and for a crime. The fact Citi is honoring XXXX XXXX XXXX XXXX and not the loyal customer is absolutely disgusting in my opinion. 
I've requested multiple request and filed an appeal but I have been told the decision is final.

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