Consumer complaint received 2026-06-25 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:
Consumer Financial Protection Bureau XXXXXXXX XXXX XXXXXXXX Citibank continues to mishandle my dispute and has failed to properly investigate the claim I originally submitted months ago. As a result of these repeated failures, I have been forced to continually resubmit evidence, follow up with multiple departments, and seek assistance through the CFPB simply to receive a meaningful review of my case. Throughout this process, I have repeatedly been told that my evidence was either not received or that I needed to resubmit it. Even after complying with those requests, Citibank continues to issue the same generic response stating that my dispute was denied because it could not identify an incorrect or unauthorized charge. That is not, and has never been, the basis of my dispute. My dispute concerns fraudulent and defective services. I paid approximately {$3100.00} for work that was represented as completed but failed immediately after completion. As a result of the merchants actions, the property I paid to have serviced was destroyed. The issue is whether the services were provided as agreednot whether the charge itself was processed correctly. Pursuant to the XXXX XXXXXXXX XXXX XXXX XXXX XXXX ), consumers have the right to dispute charges for goods or services that were not accepted or were not delivered as agreed. My dispute falls within these protections because the services I paid for failed immediately after completion and were therefore not provided as represented. Instead of evaluating my claim under the appropriate dispute category, Citibank has repeatedly treated my dispute as though it involved a billing or charge error, despite that never being the issue presented. I specifically requested that Citibank review the evidence I submitted and provide a written explanation addressing that evidence and explaining why my dispute was denied. Instead, Citibank has continued to provide generic, automated responses stating only that no billing or charge error could be found. Those responses do not address my dispute. To date, Citibank has failed to explain : * Whether my submitted evidence was actually reviewed ; * Which evidence was considered during its investigation; * Why my evidence was rejected ; * Whether my dispute was evaluated under the proper dispute category for services not provided as agreed ; and * Why Citibank concluded that services which failed immediately after completion do not qualify for relief under the XXXX XXXX XXXX XXXX and the applicable dispute rules. This pattern of responses leads me to believe that my dispute has either been categorized incorrectly or that the evidence I submitted has not been meaningfully reviewed. Despite months of correspondence, Citibank has never addressed the actual merits of my claim. XXXX failure to conduct a proper investigation has caused unnecessary financial hardship. I have been deprived of approximately {$3100.00} for services that immediately failed, while also losing the property that was damaged and ultimately destroyed by the merchant. Months later, I still have not received a substantive explanation addressing the evidence I submitted or the actual basis of my dispute. I respectfully request that the CFPB require Citibank to conduct a genuine and thorough review of my dispute, evaluate it under the proper dispute category for defective or misrepresented services, and provide a detailed written explanation specifically addressing the evidence I submitted rather than continuing to rely on generic responses concerning billing errors that are unrelated to my claim. I also respectfully request that this CFPB case remain open until Citibank provides a substantive response addressing the actual merits of my dispute. To date, Citibank has failed to address this matter appropriately or professionally. Closing this case before Citibank conducts a meaningful review and explains its decision based on the evidence I submitted would leave the underlying issue unresolved. I respectfully ask that the CFPB require Citibank to provide a detailed response addressing my evidence, the applicable dispute rules relied upon, and the actual basis of my dispute before this matter is considered resolved.

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