Consumer complaint received 2026-07-16 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: TX

Complaint narrative:
CFPB Complaint Against Citibank Failure to Conduct a Reasonable Billing Dispute Investigation I am submitting this complaint regarding Citibank 's handling of my credit card billing dispute involving a transaction with XXXX XXXX XXXX XXXX, a moving broker. XXXX XXXX XXXX XXXX quoted me approximately {$2000.00} to transport my household goods from XXXX, Virginia, to XXXX, Texas. During the booking process, I fully disclosed that my shipment included a XXXX XXXX XXXX. The company accepted the XXXX XXXX without objection and included it as part of my shipment. Based on these representations, I paid a {$690.00} deposit using my Citibank credit card. When the carrier arrived on XX/XX/2026, I was informed for the first time that I would be required to pay an additional {$500.00} to transport the XXXX XXXX, despite it having already been disclosed, accepted, and included in the shipment documentation. I was also informed that the remaining balance could not be paid by credit card and instead had to be paid by cash or XXXX. These material changes to both the agreed price and the accepted method of payment were never disclosed before I paid the deposit. Had I known these additional charges and payment restrictions existed, I would never have entered into the agreement or authorized the deposit. Because XXXX XXXX XXXX XXXX materially changed the terms of the agreement after accepting my payment, I canceled the shipment before any household goods were loaded, transported, or delivered. The merchant retained my {$690.00} deposit despite failing to honor the terms under which the transaction was authorized. I disputed this charge with Citibank and provided detailed documentation explaining that the merchant had engaged in material misrepresentation by changing the agreed-upon pricing and payment terms only after securing my deposit. I also explained that no moving services were performed because I canceled only after the merchant attempted to impose undisclosed charges and payment conditions. Despite receiving this information, Citibank denied my dispute and failed to meaningfully address the evidence I submitted. The bank 's response did not explain how it evaluated the documentation, did not address the merchant 's undisclosed post-contract price increase, and did not consider the merchant 's demand that payment be made by cash or XXXX instead of the represented credit card payment method. I believe Citibank failed to conduct a reasonable and good-faith investigation of my billing dispute. Rather than evaluating whether the transaction resulted from material misrepresentations and whether the merchant failed to honor the agreed terms, Citibank accepted the merchant 's position without adequately considering the evidence I provided. I respectfully request that the Consumer Financial Protection Bureau investigate Citibank 's handling of my billing dispute and determine whether the bank complied with its obligations under the Fair Credit Billing Act ( FCBA ) and Regulation Z to conduct a reasonable investigation before denying my claim. As a resolution, I request that Citibank reopen my billing dispute, conduct a thorough review of all evidence submitted, provide a detailed explanation of the basis for its decision, and reverse the {$690.00} charge if the evidence demonstrates that the merchant materially altered the agreed terms of the transaction after obtaining my authorization and payment.

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