Consumer complaint received 2025-11-24 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:
Because I had been defrauded by the same merchant for TWO charges-transaction on XX/XX/XXXX. After exhausting all efforts I filed a dispute with CITIBANK exactly one year later on XX/XX/XXXX. ( Again, this dispute was for TWO purchases from the same merchant in the amounts of {$100.00} and {$1600.00} exactly a year before on XX/XX/XXXX. ) Prior to filing with CITIBANK I filed complaints with : 1. The Medical Board of California, they suggested I file with the XXXX XXXX XXXX and California Attorney General, XXXX 2. The California Attorney General, XXXX XXXX-I filed on line and then verbally. and when I finally spoke with someone at this office they explained their enormous backlog of complaints and suggested I file with the XXXX XXXX XXXX  ( XXXX  ). 

3. I filed with the XXXX  who served the merchant twice. The merchant did not respond. 
I was then again suggested to file a dispute with my Citibank, the credit card on which I made the purchase.

4. I spoke with CITIBANK and filed documents via Certified Mail with CITIBANK on XX/XX/XXXX, one year to the date of the fraud these included : A. Two CITIBANK dispute forms ( the same merchant -there were two purchases ) on XX/XX/XXXX properly filled out and completely legible. 

B. I sent a copy of me letter that I wrote to the merchant on XX/XX/XXXX ( that according to the tracking number ) was received, yet never responded to. 

C.I sent my credit card receipt from the two purchases made on XX/XX/XXXX noting it was paid in full. 

5. I received notice/request from the CITIBANK DISPUTES department requesting additional information. I responded by calling in a effort to prove that they already had this information.

When after several very difficult phone conversation with numerous representative in the CITIBANK DISPUTES department. I encountered, bad phone connections, unintelligible foreign accents, loud background noise coming from other agents speaking with other callers, AND their REFUSAL TO CONNECT ME WITH AN AGENT IN THE UNITED STATES ) After my 3rd or 4th the DISPUTES DEPARTMENT acknowledged they had all of the required information.

6.On XX/XX/XXXX I received a notice -- both in writing and on line informing me that THE CLAIMS WERE DENIED. I called CITIBANK on XX/XX/XXXX and spoke with their supposedly stateside agent, XXXX. During the conversation XXXX offered to give me a complimentary {$100.00}, the charge for one my disputes, AND agreed to reopen the case.

7. I called CITIBANK DISPUTES the following week to check-up on the status of my promised to be re-opened case. I spoke with an agent who confirmed that it was reopened on XX/XX/XXXX. 

8. On XX/XX/XXXX I received TWO an electronic communication from CITIBANK DISPUTES stating : YOU DISPUTE HAS BEEN RESOLVED 1 ) amount of {$100.00}. and 2 ) amount of {$1600.00} and providing a link to to read further. The link to the {$100.00} stated I had been given a credit. However, the link to the {$1600.00} stated that my claim had been denied.

9. On XX/XX/XXXX I called the CITIBANK DISPUTES department and strongly asserted to speak with an agent stateside. The person whom I was finally connected with, rudely informed me : " The dispute was filed ( XX/XX/XXXX ) after the one year statute of limitations for the transaction of XX/XX/XXXX had expired. '' When I explained the dispute was filed on XX/XX/XXXX, a year to the date AND then reopened opened by the CITIBANK DISPUTE DEPARTMENT on XX/XX/XXXX. Furthermore, that I was never told about any statute of limitations the agent raised his voice and repeated what he had said and clicked off the phone.

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