Consumer complaint received 2026-01-22 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:
This complaint concerns Citibank, N.A.s failure to properly investigate a billing error involving duplicate charges, and Citibanks subsequent mischaracterization of the dispute to the Consumer Financial Protection Bureau.

SUMMARY OF THE BILLING ERROR On XX/XX/XXXX, two identical charges posted to my Citibank account from the same merchant ( XXXX XXXX XXXX XXXX XXXX ) for the same amount, on the same date, seconds apart. These charges are objectively duplicate transactions resulting from a merchant card-reader malfunction. I did not authorize two separate credit-card charges.

Under the Fair Credit Billing Act ( 15 U.S.C. 1666 ), this constitutes a single billing error consisting of two duplicate transactions.

CITIBANKS IMPROPER HANDLING Citibank created two internal dispute reference numbers for the duplicate charges. One dispute remains open. The second dispute was closed without investigation, not because the charge was valid, but solely due to an initial dispute category selection ( alternative payment method ) that referenced the fact that I paid the merchant in cash.

Citibank elevated internal labeling over statutory duty and failed to investigate both duplicate transactions, as required by the FCBA and Regulation Z. A billing error can not be denied or dismissed based on how a consumer initially labels a dispute when the underlying facts clearly establish a duplicate charge.

MISCHARACTERIZATION TO THE CFPB In responding to my prior CFPB complaint, Citibank represented that only one dispute exists and remains open, omitting the fact that : Two duplicate charges posted ; One duplicate charge was closed without investigation ; and The billing error, as defined by statute, was not fully investigated.

This representation is inaccurate and misleading, because the FCBA governs billing errors, not internal dispute ticketing. Investigating only one of two duplicate transactions does not satisfy Citibanks statutory obligations.

NOTICE TO CITIBANK On XX/XX/XXXX, I sent Citibank a written correction letter formally notifying it that : Both charges are duplicates ; Closing one dispute based on categorization violates FCBA standards ; and Citibank must investigate and resolve both transactions or permanently reverse the duplicate charges.

Citibank has not corrected the error.

ONGOING HARM As a result of Citibanks conduct : A conditional credit was reversed without a complete investigation ; My account balance remains inaccurate ; and I face continued risk of improper credit reporting and collection activity. 

RELIEF REQUESTED I respectfully request that the CFPB require Citibank to : Acknowledge that this matter involves one billing error consisting of two duplicate transactions Reopen or substantively investigate the second duplicate charge Permanently reverse the duplicate charge unless Citibank can produce evidence of two separate authorizations Correct the CFPB record to accurately reflect the nature of the billing error This new complaint is filed because I was advised by a CFPB representative that the prior complaint could not be amended to correct Citibanks mischaracterization or to add supplemental documentation

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