Consumer complaint received 2025-11-11 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:
Statement of Fact XXXX. Purchased XXXX XXXX XXXX XXXXXX/XX/XXXX Using Citibank Visa ending in XXXX XXXX. I received text message that fraud alert due to purchase amount asking was this me? I answered yes. Text stated that this purchase was cancelled and to please perform another purchase for it to go through. XXXX. I held off on secondary purchase with same card as thinking there may be a double charge. XXXX. I waited till next day XX/XX/XXXX to purchase drone package with a different credit card and it went through. XXXX. Also on XX/XX/XXXX I called credit card company Citibank to see if any charges were added to card. There were none. XXXX. XX/XX/XXXX I called and verified that indeed even though I was told that initial purchase was declined, it actually did go through. Now at this point I have XXXX drones being delivered to my home on XX/XX/XXXX. XXXX. Upon finding this out I immediately reached out to Citibank Visa and opened up a fraud case due to XXXX using funds that were not authorized. Long story short is Citibank Visa was the only entity that is able to release funds and throughout the whole process they never brought up that fact. XXXX. XXXX XXXX the above issue they saw no foul play in regards to the charge and cited with the vendor. Stating the information I provided did not support the case. Please return item and ask for refund. XXXX. XX/XX/XXXX received return label from XXXX and shipped unit back to vendor. XXXX. XX/XX/XXXX unit was received XX/XX/XXXX at the XXXX, XXXX  location. XXXX. See Below proof of delivery. XXXX. XX/XX/XXXX received via email notification that XXXX separate refunds have been processed and XXXX take between XXXX days until they go thru to banking institution. XXXX. During the above process I was told to send any email refund confirmations in paper form to the Dispute department, which I did. XXXX. Since XX/XX/XXXX I have been emailing XXXX in regards to where the refund is. XXXX. Also calling numerous times to Citibank Visa in order to convey my frustration on where my refund is. XXXX. I opened up new case mid XXXX to bring this issue to the attention of billing dispute department. They states it XXXX take XXXX months before getting an answer. XXXX. On XX/XX/XXXX I spoke with and agent at XXXX stating they were going to charge me a Annual Percentage Fee due to the bill not being paid. I stated that this issue has not been resolved. She stated that they can only adjust XXXX fee only in future in regards to the ongoing dispute of where the refund is. So at that point I paid off the balance, as I was in fear of my XXXX XXXX being tarnished while this was taking place. XXXX. Doing so I also had the account closed prior in order to make sure no charges were to be added to the account and be suspect of any future irregularities. XXXX. XX/XX/XXXX Fast forward to check in on how the case was going, I was notified that on XX/XX/XXXX the case was closed. As well as even though I sent email refund confirmations from merchant to the XXXX  XXXX they were either never used and or the representatives were unable to open attachments on their end in order to see valid documentation, which would have fulfilled my side of the issue with proof. I was never notified of this decision either via email or phone call. The XXXX XXXX  did not perform their due diligence in reaching out and or asking for more information from me. XXXX. XX/XX/XXXX after phone call from above, I called XXXX to see if they have received any activity/refund from XXXX. They stated they have not but did notice that on XX/XX/XXXX my banking institution paid XXXX  the vendor XXXX even though I have already returned unit to XXXX and was still requesting my refund. XXXX. XX/XX/XXXX I faxed all the refund confirmations again to the XXXX XXXX XXXX. Now its XXXX and still no refund after returning all merchandise.

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