Consumer complaint received 2022-04-25
Company: CITIBANK, N.A.
State: WA
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:
Job # XXXX scheduled for XX/XX/2022 from XXXX XXXX, CA with XXXX XXXX XXXX FL. Amount charged as deposit was {$850.00}. Macy 's American Express Dispute # XXXX dated XX/XX/2022. 

My household move was never confirmed by XXXX XXXX MXXXX dispatch because it never took place. The reason is that the dispatch agent who phoned me regarding the move was incoherent and confused operating out of the Florida office. There was a problem with slurred language so I was not able to understand her. I explained that I was having problems in my comprehension of what she was trying to say. There was a disconnection and we were not able to continue the conversation. She indicated that they were having 'phone problems '. There was no follow-up from their end. 

My concern about her role in the organization is the potential for substance abuse. The moving company was contacted regarding my cancellation but their window for this is outside of the industry standard of " 7 days ''. Most movers indicate 48-72 hours because they can't technically confirm the move until that time. Additionally, the deposit amount posted is extremely high, higher than most, and they have a no-cancellation clause which they never explained during my conversation with the sales agent. 
However, without properly vetting this group to safeguard the rights of the consumer, Macy 's American Express simply asked me to file a dispute and then sided with the moving company after I submitted my dispute twice. I was assured on two separate occasions with two separate employees working for XXXX XXXX that I would have no problem with this cancellation due to the unusual set of circumstances on the part of the moving company. The sales agent was working out of North Carolina but the moving company was out of Florida. I never received a copy of the contract and now I see that my name is misspelled. So I put together my case, complete with paperwork, showing that I never received a confirmation regarding a move responsible for my household items interstate. Through XXXX of the XXXX XXXXXXXX XXXX, Macy 's assured me that with the documents supporting their lack of operations involving pick-up, and their inability to confirm and perform the move- I should have 'no problem ' receiving my deposit back. The document provided by the movers, who do not provide copy to the consumer because they retract it after " DocuSign '', leaves the consumer helpless with no legal recourse or backing. I was left with no copy of the moving paperwork. Additionally, this move never took place because it was never confirmed. It was never confirmed because the moving agent in charge was under some kind of influence, rendering their work performance impossible to follow or comprehend. Their phone system was not working well so the confirmation of the move never took place. Yet this is the company that Macy 's American Express stands behind. Your credit card customers apparently are not placed enough in good faith. 

Additionally, I believe the fact that XXXX XXXX should not be using this merchant as one of their customers. It's quite obvious they have not vetted this group properly and have passed the problem onto us. Macy 's has not done their due diligence in reviewing the financial and legal background of XXXX XXXX XXXX. For this reason, if my credit card is not restored full value in the amount of {$850.00}, I will have my account closed as soon as the balance is paid down, and never use XXXX XXXX again because ( 1 ) there is no consumer protection, ( 2 ) all cases are in favor of the merchant companies with no recourse on the part of the consumer in any case, ( 3 ) XXXX XXXX protects practices that are not representative of the 'industry standard ' upheld by other competitors offering equal or similar services, and ( 4 ) their dispute department is meaningless, partial, biased and works only in the most favorable interests of the merchant. The dispute department does nothing to protect the consumer. The fact that I have no copy of the moving contract should speak volumes and be the only information you need to know, that disappearing contracts under " DocuSign '' is on purpose for many reasons- neither you or I have a copy. Yet Macy 's American Express stands behind these business practices on a normal basis. For that reason, I can not continue my credit account in your name when you do not protect consumer rights.

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