Consumer complaint received 2026-01-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XX/XX/year>, a charge of XXXX XXXX  from Best Buy appeared on my Citibank Best Buy credit card account. I did not authorize, initiate, or benefit from this transaction, and I did not have the card in my possession on the transaction date. 

I disputed the charge promptly with Citibank. Citibank conducted an investigation and denied my claim. I appealed the decision multiple times. XXXX appeals were submitted by phone, followed by a third appeal submitted in writing on XX/XX/year>, and a fourth appeal submitted in writing on XX/XX/year>. Copies of the written appeals are attached. Citibank has issued XXXX denial letters dated XX/XX/year>, XX/XX/year>, and XX/XX/year>. All three letters contain substantially identical boilerplate language and do not provide any evidence demonstrating that I authorized or received the transaction. 

I also contacted the merchant, Best Buy, twice to verify the transaction. Best Buy confirmed that no transaction exists under my name or personal identifying information. The second confirmation is documented under Best Buy Case XXXX XXXX. Citibanks denial letters do not address or rebut this merchant confirmation. 

I requested that Citibank provide written merchant evidence supporting the charge, including a receipt, delivery or pickup confirmation, signature or identification verification, or device or IP data. Citibank did not provide any such documentation. I was informed by phone that evidence would only be provided verbally and not in writing. 

Despite the dispute remaining unresolved and under active appeal, Citibank re-billed the disputed amount, assessed interest and late fees, and continued to demand payment. Citibank further reported the account as delinquent to Equifax. As reflected in the attached credit report screenshot, the account has been reported as XXXX  days late, resulting in a significant credit score decrease of approximately XXXX points. 

This credit reporting occurred while the billing dispute remained unresolved, after multiple written disputes and appeals, and after a formal Notice of Continuing Dispute was submitted. Reporting a disputed charge as delinquent without substantiating liability is inconsistent with the Fair Credit Billing Act, Regulation Z, and the Fair Credit Reporting Act. 

I further note that this matter is now under active regulatory review, and a formal complaint is being submitted regarding Citibanks handling of this dispute. Despite this, Citibank continues to treat the disputed amount as due, with a stated payment due date of XX/XX/XXXX. Because the charge remains under active dispute and has not been substantiated with merchant evidence, Citibank may not require payment of the disputed amount, assess additional fees or interest, or continue negative credit reporting while the dispute is unresolved.

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 non-monetary relief