Consumer complaint received 2025-07-21 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 is related to Complaint No. XXXX, concerning a Citibank Visa credit card, which was closed with monetary relief granted in my favor, consisting of an {$8.00} credit that was listed as permanent from the start, and a {$48.00} credit that was listed as conditional pending investigation.

Subsequently, I received multiple notices from Citibank that it had decided to make the {$48.00} conditional credit permanent and final : 1 ) an email dated XX/XX/XXXX with a headline in all caps " CONFIRMATION '' stating : " Your conditional credit [ of {$48.00} ] is now permanent. There's nothing more you need to do. '' ( attached ) 2 ) a document dated XX/XX/XXXX stating : " We are pleased to let you know that your dispute has been resolved -- your {$48.00} conditional credit is now permanent. There's nothing more you need to do. '' ( attached ) 3 ) a XXXX billing statement dated approximately XX/XX/XXXX, stating : " THE FOLLOWING DISPUTE IS NOW CONSIDERED RESOLVED/ XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  {$48.00}. '' ( attached ) However, Citibank reneged on this promised permanent and final credit in a statement dated XX/XX/XXXX, which explained only that " The merchant credited your account for {$48.00} on XX/XX/XXXX, so we'll reverse our conditional credit. '' ( attached ) The Citibank app is now showing a new charge to my account of {$48.00} notated as " REVERSE XXXX XXXX  '' This is mistaken for two reasons : 1 ) by XX/XX/XXXX, the {$48.00} credit was no longer conditional, it was permanent and final, by Citibank 's own multiple representations ; and 2 ) I have never denied that the merchant issued me a {$48.00} credit on XX/XX/XXXX, but as I explained in painstaking detail in the original CFPB complaint, the merchant also issued additional {$48.00} and {$52.00} debits, as well as a {$4.00} credit, all on XX/XX/XXXX, resulting in a net new debit of {$48.00} ( XXXX + XXXX - XXXX - XXXX = XXXX ), even though I had not visited or ordered from the merchant since the original XX/XX/XXXX transaction. ( See attached XXXX billing statement, originally submitted as part of the first CFPB complaint. ) The XX/XX/XXXX Citibank revocation fails to address the additional three XX/XX/XXXX debits and credits, but my guess is that Citibank accepted at face value the merchant 's pro forma response that it had issued a {$48.00} credit, without attempting to investigate the previous record concerning the offsetting debits.

Therefore, I respectfully request : a ) reinstatement to my account of the promised permanent and final credit of {$48.00} ; and b ) pursuant to my rights under the Fair Credit Billing Act, disclosure of all materials and information received by Citibank from the merchant that factored into Citibank 's decision to renege on the promised permanent credit of {$48.00}, including materials and information related to the validity/basis of the original XX/XX/XXXX transaction, as well as the four merchant credits and debits ( {$52.00}, {$48.00}, - {$48.00}, - {$4.00} ) dated XX/XX/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