Consumer complaint received 2025-07-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Below what I submitted to them and refused to help To Whom It May Concern, I am writing to formally dispute a series of unauthorized charges made to my XXXX ( Shop Your Way, issued by Citibank ) in XX/XX/year>. These charges were the result of a fraudulent scheme I encountered while traveling abroad, and I am requesting immediate action to correct the damage caused to my credit and account history. 

While visiting XXXX in XX/XX/year> with my wife, we were invited to participate in what appeared to be a legitimate promotional raffle at a shopping mall in XXXX. The event was hosted in a public food court and presented as a prize giveaway, with no financial obligation disclosed. I was declared a winner of an all-inclusive resort vacation and issued a certificate on the spot. 

Shortly afterward, representatives escorted us to another location under the pretense of providing our gifts. They required us to watch a promotional video and then began collecting personal detailsculminating in a demand for a credit card to secure the trip. Not realizing this was a scam, I provided my XXXX issued by Citibank. No clear terms, conditions, or legitimate confirmation of services was ever provided. 

Upon returning to the United States and attempting to follow up on the vacation certificate, it became clear that this was a deceptive operation. My wife was informed that the trip to XXXX was not free and that we would incur substantial costs. Recognizing the fraudulent nature of the scheme, we immediately contacted Citibank to dispute the charges and request protection. To our dismay, our claims were denied. Furthermore, our credit profiles with all three major bureaus were severely impacted as a result, despite a longstanding and exemplary history with XXXXCitibank . 

This situation is not only financially damagingit is deeply unfair. I have fulfilled my responsibilities as a consumer, maintained excellent credit over the years, and acted in good faith. Citibanks failure to protect my account from this clear fraud and the apparent refusal to reinvestigate the dispute is unacceptable. 

I hereby demand the following : Immediate reversal of all disputed charges related to the fraudulent vacation raffle. 

Written acknowledgment of the unauthorized nature of the transaction and clarification of my liability. 

Full correction and restoration of my credit standing with XXXX XXXX, and XXXX. 

A formal apology and assurance of steps taken to prevent similar mishandling of future fraud reports. 

I have retained all relevant documentationincluding the raffle certificate, timeline of events, and records of my previous communications with Citibankand will escalate this matter to the Consumer Financial Protection Bureau ( CFPB ) and other regulatory bodies if necessary. 

I request a full response within XXXX calendar days of receipt of this letter. Please consider this correspondence a formal dispute under the Fair Credit Billing Act and the Fair Credit Reporting Act. 

Sincerely, XXXX XXXX

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