Consumer complaint received 2026-04-22 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: FL

Complaint narrative:
Complaint against Citibank , N.A . Failure to Conduct Reasonable Investigation ( Dispute ID : XXXX ) [ INTRODUCTION THE IMPACT ] I am filing this formal complaint because the bank has failed to fulfill its legal obligations under the Fair Credit Billing Act ( FCBA ). I purchased furniture for my XXXX sister, who suffers from XXXX XXXX. I was physically present at the delivery location ( XXXX XXXX ) specifically to receive and assemble the item for her on XX/XX/year>. The item never arrived. This ordeal has caused significant and unnecessary distress for my elderly sister and myself. [ EYEWITNESS ACCOUNT & IMMEDIATE ACTION ] On the day of delivery, I was waiting inside the apartment. The moment I received the delivery notification on my phone, I immediately went outside to the hallway and entrance. The furniture was not there. There was no one in the hallway, and no knock had been made. I called the merchant immediately to report that the item was missing despite the " delivered '' status. Please see the attached " Communication and Evidence Log '' PDF, which documents my immediate attempts to resolve this and the photographic proof I gathered at the scene showing the discrepancy between the correct building and the misdelivered building. [ THE SPECIFIC ERROR : WRONG BUILDING, SAME UNIT ] The dispute for {$210.00} stems from a clear driver error. While the destination was XXXX XXXX in the correct building, the merchant 's delivery photo matches XXXX XXXX at a neighboring building. I provided the bank with side-by-side photographic evidence proving the location in the delivery photo is the wrong building : Permanent Door Features : The door at the correct address has a XXXX vertical stainless-steel plate near the handle ; the door in the delivery photo is missing this feature. XXXX XXXX : The door hardware at the correct address is on the opposite side of what is shown in the misdelivered photo. Surrounding Amenities : The delivery photo shows a bench next to the door that exists at the neighboring building but does not exist at the correct delivery building. [ PROCEDURAL FAILURE BY THE BANK ] I made XXXX good-faith attempts to resolve this with the merchant. A supervisor admitted the misdelivery on a recorded line and promised a refund within XXXX hours, which never arrived. The banks investigation was not " reasonable '' as required by the XXXX. I submitted the photographic proof and detailed explanation on XX/XX/XXXX and XX/XX/year>. Instead of reviewing this material evidence, the bank issued a final denial on XX/XX/year>, claiming the " timeframe has passed. '' A bank can not use a technicality to ignore proof that a merchant 's claim is factually incorrect. Misdelivery to the wrong building is legally a " non-delivery. ''

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