Consumer complaint received 2026-03-29 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: SC

Complaint narrative:
I am filing this complaint against Citibank , N.A . regarding their inaccurate and harmful credit reporting following unauthorized charges on my Citi credit card ( Account XXXX XXXX XXXXXXXX ), and their failure to honor a verbal commitment made by their own representative. WHAT HAPPENED : I opened a Citibank credit card account in XX/XX/XXXX and maintained a perfect payment history for over XXXX years. Beginning in XX/XX/XXXX, charges began appearing on my account that I did not recognize. I hardly use this credit card in the first place. Therefore I contacted Citibank immediately to report the unauthorized charges and dispute them. During that call, Citibank customer service representative acknowledged my dispute and informed me that the charges would be waived and that I would not be responsible for paying the disputed balance and closed the account. Relying on this assurance, I requested that the account be closed to prevent any further unauthorized activity. The account was closed on XX/XX/XXXX. Despite the representative 's promise, Citibank did not waive the charges. Instead, Citibank continued to charge interest on the disputed balance and reported late payments to all XXXX major credit bureaus XXXX XXXX and XXXX. Since the account was closed, there was no need to pay anything as the representative promised to waive off the charges. Citibank ultimately reported my account as a Charge-Off with {$280.00} past due as of XX/XX/XXXX. This happened without any notification to me and directly contradicted what I was told. HOW I HAVE BEEN HARMED : My credit score has dropped significantly due to the charge-off and late payment notations. I am being reported as a serious delinquent despite having disputed the underlying charges and being told they would be waived. I have been unable to access favorable credit terms as a result of this inaccurate reporting. I have experienced significant stress and financial harm from this situation. WHAT I DISPUTED AND WHAT HAPPENED : I filed formal disputes with all XXXX credit bureaus. XXXX completed its reinvestigation and upheld Citibank 's reporting, stating only that the account " belongs to me '' which I do not dispute. What I dispute is the accuracy of the delinquency reporting on charges that were unauthorized and promised to be waived. XXXX still shows my dispute as in process. XXXX recorded the account as a Charge-Off. The bureaus ' investigations were inadequate because they relied on Citibank 's automated verification rather than actually investigating whether the underlying charges were authorized and whether a waiver promise was made. WHAT I AM REQUESTING : XXXX. That Citibank be required to produce all call recordings from XXXX through XX/XX/XXXX related to my account, which will confirm the representative 's promise to waive the disputed charges. XXXX. That Citibank delete all derogatory entries including the charge-off, all late payment marks, and the past-due balance from XXXX XXXX, and XXXX XXXX XXXX. That Citibank issue a written statement confirming deletion and provide updated credit report copies. XXXX. That the CFPB investigate Citibank 's practice of making verbal promises to customers regarding charge waivers and then reporting the unpaid disputed amounts as delinquencies. XXXX. Delete the account from all credit bureaus. ACCOUNT DETAILS : Creditor : Citibank , N.A . / Citi Cards CBNA Account Number ( last XXXX ) : XXXX Account Opened : XX/XX/XXXX Account Closed : XX/XX/XXXX ( Closed by Consumer ) Disputed Balance : {$280.00} Charge-Off Reported : XX/XX/XXXX Prior Payment History : Perfect no missed payments XX/XX/XXXX through XXXX

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