Consumer complaint received 2026-04-10 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:
XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX. DT, known as Customer, in this assessment, was verbally informed that a downpayment is required to begin a contract to move items. Customer is informed that the contract must be signed before any items are scheduled to be moved. Customer was verbally advised by XXXX XXXX XXXX XXXX XXXXXXXX, referred to as the Mover in this assessment, that the {$230.00} downpayment would be applied to the final bill. 2. The contract was an electronic contract that requires every section of the contract to be signed and/or initialed. The electronic contract disappears a short period of time after it is signed and an error message comes on the computer screen that says, Check Back Later when references were made to review the contract. This error message comes on the computer screen each time you try to open it later. 3. Customer is advised, and shown in the contract, that there may be additional charges that may apply. ( e.g. Walking Fee, Heavy Lifting, Stair Fee, etc. ) 4. Contract also states that the Customer must approve the final charges before the mover leaves the move site location. Contract : Customer must approve the moving charges, regardless whether or not the bill has been shown to the customer, or the customer is informed that the Mover will not leave the move site location, and the Customer will continue to accrue manpower charges, per hour, until the final bill is paid. XXXX. Customer was provided a final bill several days after the final move completion date and was not signed. Citibank Credit Card dispute was opened on XX/XX/year>. XXXX. The total final bill is inaccurate ; {$3000.00} and {$230.00} = {$3200.00}, compared to the verbal quote before the movers start work of {$2200.00}. XXXX crew charges per hour of {$170.00} versus being charged at a {$220.00} per hour rate, {$600.00} Stair Fee, Piano Fee, and Tip charge. a. Downpayment = {$230.00} XXXX. Not returned by Mover ii. Actual charge by Mover was {$220.00} + 5 % processing fee XXXX. XXXX states deposit should be {$170.00} XXXX % processing fee b. XXXX crew overcharge i. ii. XXXX hrs x {$50.00} = {$370.00} XXXX XXXX XXXX XXXX = {$200.00} d. Overcharged for Stair Fee =? e. Overcharged for Piano Fee =? f. Total refund requested = ~ {$1200.00} g. Original estimated quote from Mover was {$2200.00} h. Total charges on final move was {$3200.00} 7. Customer is verbally, and via text, informed that if ANY chargebacks are made the company will be forced to take legal action for theft of services. against the Customer. 8. Customer files a dispute with the credit card company for the erroneous charges and mover supplies the credit card company with an avalanche of contract data. Most of the data does not apply to the erroneous charges, but some data is correct. The credit card company becomes overwhelmed by all of the data the Mover submits to the Credit Card Company, the Credit Card Company doesnt complete a full accurate understanding of the data, because of the volume of data submitted by the Mover, and the Credit Card Company approves the charges by the mover because there is too much data to comprehend. 9. Bottom Line : Mover misrepresents contract data versus verbal and actual data that took place. e.g. Mover informed by Customer that the {$200.00} Tip Charge which was requested by mover verbally, was not valid until Customer had a chance to review and approve the final charges. Customer was not provided with the final bill until several days after the move was completed, Customer informed Mover that the Tip charge was NOT allowed. Mover charged the {$200.00} Tip charge anyway. 10.An internet search shows numerous people have filed negative complaints against this provider, like complaints noted in the assessment. There is a definite pattern here that the Mover pushes up the bill, just enough so that the Customer realizes that the cost of a Lawyer is too much to try and recover their loss charged by the Mover. The pattern continues and the Customers only have the internet to voice their displeasure of the Mover. 11. However, I assume, Customers do not want to take the time to file a formal complaint with the Office of the Attorney General | State of Tennessee. This is unfortunate since the State has been extremely helpful for me to file a complaint. The more complaints are filed, the more these unscrupulous businesses will be put out of business. 12. My main issue now is that Citibank has misinterpreted the fraudulent data that was submitted to them by the Mover and the dispute has been closed. Citibank needs to be held accountable for improper disposing of the dispute. If Citibank had properly withheld the portion of the bill from the Mover, this claim would not have been filed.

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