Consumer complaint received 2026-02-18 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: KS

Complaint narrative:
On XX/XX/XXXX, I received a text alert to my cell phone that my Citi card was charged {$160.00} from XXXX  ( internet security program ). 
I immediately called XXXX  to dispute the charge. It was for an auto-renewal that had already been cancelled. I was told that they would investigate but I was encouraged to contact Citi card and dispute the charge.

I went into my Citi card account online, saw the XXXX  charge ( there was only XXXX ) and filed a dispute for the {$160.00} ( claim # XXXX ). A conditional credit was issued by Citi card while this dispute was being investigated by Citi card. 
Later on, XX/XX/XXXX, XXXX refunded the {$160.00} so I went back online to Citi card and cancelled my dispute ( noting that the matter has been resolved with the vendor ). 
Around XXXX XXXX, I receive my XXXX Citi card statement ( covering transactions XXXX XXXX XXXX XXXX ) which shows a XXXX balance owed. Just what I expected so I just filed the statement away. 
On XX/XX/XXXX, I get a text alert that my card has a XXXX balance owed which made no sense whatsoever. I go online into my account and confirm, theres a balance owed. I called Citi and they point out that there were XXXX charges by XXXX and referred me back to my XXXX statement. ( This is news to me. When this started on XXXX XXXX, my online account only showed XXXX charge ; not XXXX. ) Since the XXXX statement showed a XXXX balance ( expected ) and I had confirmed that XXXX refunded the money and Citi card reversed the conditional credit, I had no reason to review that bill any closer. 
I always pay in XXXX never carry a balance and have excellent credit. I never noticed a SECOND XXXX charge on that XXXX statement ( when this started and I checked my account online, a second charge was NOT there only a single charge and a single credit from XXXX. 
Its still XX/XX/XXXX, so I call XXXX again and they tell me they only charged the card once & credited it once. They need the transaction numbers from Citi card before they can investigate further. No such information is on my credit card statement nor my account online. It just says XXXX XXXX. XXXX told to go back to Citi card to get those transaction numbers. 

Citi card ( XX/XX/XXXX ) points out that theres a SECOND charge from XXXX ( same XX/XX/XXXX date ) that Citi will have to open a XXXX, second dispute for the second charge. ( Dispute # XXXX ). I asked Citi card for the transaction confirmation numbers for these XXXX transactions to link them to XXXX so that I can deal with XXXX myself. Citi tells me that he can not give me that information, but that Citi card would contact XXXX immediately and that I would have a response within XXXX business days from that date ( XX/XX/XXXX ). 

On XXXX XXXX, XXXX, I receive a letter dated XXXX XXXX from Citi card stating the investigation is complete and that the outcome is complete. My account is charged again the {$160.00}. 

On XX/XX/XXXX, I called Citi card to get the details of how BOTH of these disputes were settled. 
I was told that a letter was sent to me XX/XX/XXXX advising me of the resolution. The Citi card rep kept pointing out that my card was charged twice by XXXX and only credited once. I told Citi that Ive talked to XXXX several times and they insist they only charged it once & credited it back. I asked for the transaction confirmation numbers linking XXXX and BOTH charges and the credits. Citi says they can not give me that information. I ask Citi to PROVE to me ( and XXXX ) with transaction numbers confirming this. 
On XXXX XXXX I received my XXXX Citi card statement and sure enough, the balance owed is {$160.00}. I immediately called Citi card again and I talked with XXXX who says he sees the second dispute was opened but still being investigated. I pointed out that the bill is due XX/XX/XXXX and that I always pay my account in full. I expressed my concern that if this is not resolved XXXX have no recourse but the pay the {$160.00} so that I dont incur interest or late fees. He assured me that this would be resolved well before the XXXX business days definitely by XX/XX/XXXX XXXX 

On XX/XX/XXXX, I check my account and see a message that this has been resolved I owe. 
I called Citi card and spoke with XXXX. I was told that this second case was not resolved in fact she can see that I have a SECOND dispute ( same amount of claim, but the XXXX XXXX charge ) and that even though shes seeing that I made the dispute on XX/XX/XXXX, they didnt begin their investigation until XX/XX/XXXX and it will be another XXXX business days before a decision will be made. I pointed out that XXXX business days is XXXX XXXX. This bill is due XX/XX/XXXX. She assures me XXXX get a response from Citi by XXXX XXXX. 

Meanwhile, ( XX/XX/XXXX ) I call XXXX again. They provide me with their transaction numbers : the XXXX was XXXX and the Refund # XXXX. They have NO record of charging my card twice. XXXX states they need ( from Citi card ) the transaction number for BOTH charges so XXXX can confirm that the double-charge was on their end and not XXXX. 
I contact Citi card ( online chat since I couldnt get through via the phone ) I ask for the transaction confirmation numbers to PROVE that XXXX charge my account twice. XXXX told Citi can not release that information. I provide Citi with the information from XXXX and XXXX told that XXXX numbers are different from Citis numbers. Citi finally provides me with these two transaction numbers : I asked if one of those is the charge and one is the XXXX credit. No response from Citi card. I asked why Citi can only provide TWO transaction numbers if there were actually THREE transactions per Citi card ( 2 charges & XXXX XXXX credit ). Again, no response. 

On XXXX XXXX, I paid the {$160.00} owed on this account because it takes a few days for the money to post and I have EXCELLENT credit. Im not about to sacrifice my credit for a Citi card issue. This was NOT an admission that I owed this {$160.00}. I refused to let this account accrue interest/fees on an amount that I do NOT owe. 
Even though during my last phone conversation with Citi card on XX/XX/XXXX, she confirmed that the second dispute was still being investigation, it is now XX/XX/XXXX and I have not received anything from Citi card regarding the status of my XXXX dispute. 

I have asked XXXX for any documents to support contact from Citi card regarding this dispute. They do no have record of Citi card ever contacting them about the XXXX charge.

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 monetary relief