Consumer complaint received 2026-03-09 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: TN

Complaint narrative:
Complaint Against : Citibank Billing Dispute Investigation Failure I am filing this complaint regarding Citibanks handling of a billing dispute ( Case XXXX ) involving a fraudulent transaction on my credit card. On XX/XX/year>, I made a purchase for {$330.00} on XXXX using my Citibank credit card through XXXX XXXX. The item was a watch. The seller provided a XXXX tracking number that later showed a Delivered status. However, the package was never delivered to my address. Seller deleted account and XXXX shop after I reached out. My verified shipping address on the XXXX order is located in XXXX, Tennessee. The tracking record provided by the seller shows delivery in XXXX, Tennessee. I confirmed directly with the United States Postal Service that the tracking number was associated with a delivery address that does not match my address. XXXX indicated that this is consistent with a known ZIP code scam, where a seller ships a small package to a different address within the same regional ZIP code to create a false delivery confirmation. In additional, The tracking scans as delivered at XXXX PM on a Monday. The delivery address is a Car Dealership, a gated commercial facility. The gates were locked and the business was closed at that hour. XXXX does not make commercial deliveries to gated properties at XXXX PM. Because XXXX privacy policy prevents them from printing the actual delivery address, the local Postmaster informed me they are willing to verify the mismatch verbally if contacted by Citibank. I provided Citibank with this information and offered XXXX ways for them to verify the fraud : XXXX. A Citibank investigator could contact the local XXXX office and confirm that the delivery address associated with the tracking number does not match my shipping address. XXXX. I offered to facilitate a three-way call with the XXXX office to confirm the discrepancy on record. Despite providing this information and evidence, Citibank denied my dispute multiple times. Their explanation was simply that the merchant would not honor the request for credit because the tracking number shows Delivered. Citibank did not attempt to verify the delivery address with XXXX, even though I provided clear instructions on how they could confirm the fraud directly with the carrier. Additionally, I requested a written explanation of the denial and copies of all documents Citibank relied on in their investigation, including any materials provided by the merchant. Citibank representatives stated that the only information available is what appears in the dispute section of the mobile app. The app only contains generic status messages such as merchant responded and merchant will not honor the request. No documentation, evidence, or explanation of the merchants response has been provided. Citibank representatives also confirmed during a recorded phone call that no additional investigation documents exist and that no further documentation can be provided beyond the generic dispute status messages in the mobile application. I believe this does not constitute a reasonable investigation under the Fair Credit Billing Act. Citibank relied solely on a tracking status while refusing to verify whether the package was actually delivered to my address, despite the carrier being available to confirm the mismatch. I am requesting that Citibank conduct a proper investigation, including verification with XXXX of the actual delivery address associated with the tracking number, and provide the documentation used in their decision. I am also requesting that the fraudulent charge of {$330.00} be reversed. Attachments include : Documentation of my communication and evidence to support appeal to Citibank : XXXX XXXX order details showing my shipping address in XXXX XXXX TN ; XXXX. XXXX tracking history showing delivery in XXXX, TN ; XXXX. Screenshots showing the seller account is now inactive All the denial statement from Citibank with no details on what had been done/shared to merchant as well as merchant 's detailed response A detailed event timeline Citibank 's mobile app screenshot showing what they considered as " detailed response from merchant ''

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