Consumer complaint received 2019-03-22
Company: CITIBANK, N.A.
State: AZ
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 made a cross-country move. My move was sub-contracted out to a company that was NOT of my choosing ( my original contract was not with these people ) and the company that showed up that day was unknown to me. It turns out they have multiple XXXX complaints against them for fraudulent business practices. For my move, they sent one of their employees and he picked up four day laborers from my local area who had never done moving work before. They handled my items roughly, broke a few things, and one of them stole a bag containing a passport and other identifying items ( this last was verified by the police ). The moving company also took my household goods hostage in the truck and would not move anything unless I paid double, almost {$3000.00} more than was in the contract. I will note that handling my items in this way is against federal regulation and laws applying to interstate moves. 

I paid with my XXXX Citibank Visa because they had everything I owned and I was not in a position to fight them, alone in my house. After the move, realizing how badly the movers had manipulated me, I contacted XXXX, who advised me to file a dispute with Citi before I attempt legal action. I filed the dispute on XX/XX/19 and was told that I would be contacted shortly to provide documents, photos, and anything else I had to support my dispute. However, two days later, on XX/XX/19, my dispute was closed " resolved '' and the reason given was the merchant had performed a service and deserved to be paid. 

I immediately called customer service at Citi and was directed to someone in the disputes department, who listened to my story, heard that I paid the movers twice - once with the card to get them to actually move my stuff, and once with cash - and I have documentation proving this, and he said I had a good case to reopen the dispute and cite double-charging. He told me to email my story and any supporting documents to XXXX and my case would be re-opened for review. 

I gathered everything together and on XX/XX/19 I emailed a full accounting of the moving experience, photos of my items, and copies of the conflicting contracts and receipts with the movers to Citi. As of XX/XX/19, however, I had heard nothing, could find no evidence of action on my dispute and nothing had changed on my online account. I called customer service again and was directed to another person, who said she could see my email had been received but all my attachments were corrupt. I asked why no one had responded to me to indicate receipt or that there was a problem, and she had no answer for me. She simply suggested I re-send.

I re-sent everything that same day. However it is XX/XX/19 and still my dispute has not been reopened, and when I call today, I can not reach a live person who can help me.

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