Consumer complaint received 2025-06-06 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: CA

Complaint narrative:
On XX/XX/XXXX, I paid {$5200.00} to XXXX XXXX XXXX XXXX, a law firm in XXXX, Idaho, for legal representation. While the charge was initially authorized, I filed a dispute on XX/XX/XXXX, after learning the attorney was disbarred, never provided any billing records, and failed to deliver the services promised. The signed agreement required monthly billing, and I made multiple documented requests for an accounting of how my retainer was used. The merchant never provided any billing statement, invoice, or breakdown of charges. No policy stating the retainer was non-refundable was disclosed at the time of payment. After the dispute was submitted, the merchant attempted to retroactively declare the retainer non-refundable through a letter I never received by mail which also contained a crossed-out date and lacked any confirmed delivery. 

Citi opened the dispute, issued a provisional credit, and formally requested documentation from me, which I promptly provided including the signed contract, written statement, and supporting communications. After accepting and processing the dispute in full, Citi later reversed the credit, claiming the dispute was not timely. This reversal came without any documentation from the merchant, and without giving me an opportunity to respond or appeal. At no point did Citi indicate that a rebuttal had been submitted or reviewed. 

On XX/XX/XXXX, a Citi  representative XXXX XXXX, via live chat ) confirmed that my dispute had been referred for reopening under Case ID XXXX, showing the case was still active after the listed reversal date of XX/XX/XXXX. I was not made aware of the reversal until XX/XX/XXXX, when I received a Citi text alert. It had not appeared on my statement or balance before that date. Since I filed the dispute on XX/XX/XXXX, the timeline directly contradicts Citis explanation. 

Between XX/XX/XXXX and XX/XX/XXXX, I followed up multiple times via Citis chat system, requesting updates, documentation, and escalation. Citi refused to escalate or provide written resolution, instead insisting I switch to phone support despite the fact that the entire dispute was conducted in writing from the beginning. 

Citis handling of this matter including opening and accepting the dispute, then reversing it without a rebuttal, shifting explanations, ignoring the provided evidence, and cutting off written resolution violates the Fair Credit Billing Act. I am requesting the reinstatement of the {$5200.00} credit and a regulatory review of Citis dispute practices, especially in cases involving professional misconduct and high-value legal services. 

All supporting documentation has already been submitted to Citi, including my detailed dispute narrative, the client contract, and follow-up communications. I am happy to provide copies directly to the CFPB upon request.

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 non-monetary relief