Consumer complaint received 2025-10-31 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: GA

Complaint narrative:
CFPB COMPLAINT CITIBANK ( 3 disputes, {$10000.00} total ) What happened ( in my own words ) : On XX/XX/XXXX I filed three separate billing-error disputes against the same merchant totaling {$3200.00} + {$3100.00} + {$4500.00} = {$10000.00} because the product delivered was deeply flawed and worthless. I supplied CITI with 2 other vendors stating this. Upon my notifying the merchant of the issues, he ghosted me. Citibank issued conditional credits on all three the same week. 
I immediately began supplying evidence : XX/XX/XXXX I mailed + emailed a detailed timeline + full documentation ( photos, order confirmations, delivery receipts, and proof of many unanswered texts to the merchant. The merchant did reply a few times, one of which he acknowledged the problem and said that he would file a claim against his insurance for it, then he never responded again ).

I then confirmed CITI received the information via their chat system within days. 
XX/XX/XXXX Citi rep XXXX XXXX requested the same docs again. I replied the same day, attached a summary, and offered to upload the large evidence file via secure portal. No portal link ever provided ; no follow-up from CITI. 
XX/XX/XXXX Citi acknowledged receipt but referenced only the {$3200.00} dispute despite my summary clearly covering all three. Chat reps repeatedly confirmed all three remained open. 
XX/XX/XXXX Citi suddenly closed all investigation claiming information not received. 
XX/XX/XXXX & XX/XX/XXXX I replied twice, recapped every submission, and flagged interest accruing on disputed amounts ( contrary to Citis own portal stating no interest during investigation ). 
XX/XX/XXXX Citi emailed me again and referenced only one dispute while online portal ( still visible XX/XX/XXXX ) showed two of three still under review with conditional credits.

Citibanks final denial triggered private arbitration ( per card agreement this was mandatory, an actual suit in a court of law was not allowed ) : I filed arbitration after Citis last refusal.

I lost the case, then appealed and lost the appeal.

One of Citibanks defenses claimed that I never mailed a written disputedespite the fact that Citibanks own website and electronic banking portals direct the consumer to file disputes online only. This feels like a deliberate trap : they force online filing, then punish you for not mailing. My attorney for the arbitration also stated that arbitration panels typically take the easy way out and side with the company. If true, this is extremely unfortunate and an unfair practice that I am forced into arbitration but then can not get a fair, unbiased, and comprehensive review of the situation.

Violations of the Fair Credit Billing Act ( 15 U.S.C. 1666 ) & Reg Z : Requiring written notice after directing online disputes Prohibited ( Reg Z 1026.13 ( b ) ( 1 ) allows oral or electronic notice if creditor permits ).

Failure to conduct a reasonable investigation Ignored 30+ pages of evidence mailed XX/XX/XXXX and confirmed received.

Improper reversal of conditional credits without written notice of specific deficiencies ( Reg Z 1026.13 ( e ) ).

Charging finance charges on disputed amounts while investigation allegedly open ( Reg Z 1026.13 ( d ) ( 1 ) ).

Using arbitration to enforce an illegal notice requirement CFPB has criticized banks for this exact tactic ( see XXXX Arbitration Study ).

I have uploaded the original packet of information that I mailed Citibank in the beginning. I had to split it into 15 different files, as the overall file was too large but the entire document was sent to Citibank at one time at the beginning of this process. It is extremely relevant as it contains the communication between me and the vendor as well as me and the two other vendors verifying that the product supplied was faulty.

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