Consumer complaint received 2026-07-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: AZ

Complaint narrative:
I am filing this complaint because Citi denied my credit card dispute related XXXX  a MovingHelp/U-Haul transaction despite clear documentation that the services XXXX  additional protection purchased were essentially worthless. 

I paid {$390.00} on XX/XX/year> which INCLUDED XXXX INSURANCE IN THE AMOUNT OF {$3000.00} XXXX  protect my belongings from damage. 

During the move on XX/XX/year>, my property was damaged, including a XXXX bed XXXX  a grandfather clock. XXXX ( the insurance provider ) in their own claim correspondence confirms the Date of Loss as XX/XX/year> XXXX  the Reported Date as XX/XX/year>, meaning the claim was timely reported after the damage was discovered during unpacking XXXX  inspection. 

The damages were documented XXXX  submitted through the claims process. My completed Statement of Loss XXXX  contents worksheet identified the damaged XXXX bed at {$1700.00} XXXX  the grandfather clock at {$3500.00}, for a total claimed value of {$5200.00}. The XXXX of Loss also explained that the movers arrived without proper straps for heavy lifting XXXX  manhandled the pieces, causing damage that could not be easily repaired. 

The XXXX bed damage report documents clear before-and-after damage. Before the move, the panels were aligned XXXX  the handles were straight. After the move, the bed showed visible misalignment, bent/off-axis handles, internal stress points, chipped material, XXXX  compromised mounting points. The report concludes that the XXXX bed sustained structural damage XXXX may no longer close properly or be restored through simple repair. 

The grandfather clock damage report documents surface scratches, scuffing, finish wear, XXXX  abrasion marks affecting the appearance XXXX  value of the piece, which is also a family heirloom. The report states the clock may require professional refinishing or repair. 

XXXX did not deny that the damage existed. Instead, XXXX denied the claim because it was unable XXXX  verify with the Moving Helper that the damages you reported were the result of a covered loss. That is a failure of the merchant/vendor/insurance process, not proof that the damage did not occur. Also - why is XXXX and XXXX allowing a vendor XXXX  be on their site as 'for hire ' if they are just going XXXX  suddenly say ... 'well we can't reach them. ' That's not excusable, nor is it my problem. 

XXXX also sent a separate letter stating that XXXX providers are independent providers XXXX  are not agents of XXXX or XXXX, XXXX  directed me back XXXX  the MovingHelper/MovingHelp dispute process. This created a circular runaround : XXXX sold or facilitated the service XXXX  protection, XXXX denied the claim because of alleged inability XXXX  verify with the Moving Helper, the vendor denied responsibility, XXXX  Citi  then XXXX my dispute despite the fact that I paid for moving services and extra protection that failed XXXX  resolve my documented loss. 

The moving vendor has since stated that no one contacted them until XX/XX/XXXX. If that is true, then XXXX denied my claim before completing a meaningful investigation. If it is false, it further confirms that the vendor failed XXXX  cooperate. Either way, this should not be held against me as the Citi cardholder. I timely reported the damage, submitted the requested claim forms, provided photos XXXX  damage reports, and cooperated with the process. 

Citis denial of my dispute is unfair because it ignores the central problem : I paid for a service and purchased additional protection, but when damage occurred, every involved party avoided responsibility. I have been bounced between MovingHelp, XXXX, XXXX, XXXX, the Moving Helper, XXXX  Citi with no meaningful remedy. 
This is not simply buyers remorse or dissatisfaction with service. I paid for moving services XXXX  extra protection. My property was damaged. The insurer denied the claim because of alleged inability XXXX  verify with the moving vendor. The vendor disputes responsibility. Citi denied my dispute despite documentation showing damage, timely reporting, XXXX  a failed claim process. 

I am requesting that Citi reopen the dispute, review the attached documentation, XXXX  provide a credit or reversal for the MovingHelp/U-Haul transaction XXXX  related protection charge. I am also requesting that Citi provide a written explanation identifying exactly why my dispute was denied despite the supporting documentation XXXX  failed insurance/merchant resolution process. 
Desired XXXX I request that Citi : Reopen the credit card dispute. 
Reconsider the denial based on the attached documentation. 
Reverse the MovingHelp/U-Haul transaction XXXX  related SafeLoad/protection charge. 
Provide a written explanation of the evidence Citi relied on to deny the dispute. 
Explain why the vendors failure or refusal XXXX  cooperate with XXXX should be held against me as the consumer/cardholder. 
Confirm what additional documentation Citi needs XXXX  resolve this dispute in my favor.

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 monetary relief