Consumer complaint received 2026-02-24 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: FL

Complaint narrative:
XX/XX/XXXX Dear XXXX, XXXX, XXXX, XXXX, XXXX : XXXX XXXX, XXXX of Citibank , N.A . ( XXXX XXXX ) : XXXX XXXX XXXX, Chief Operating XXXX : XXXX XXXX XXXX, General Counsel : XXXX XXXX XXXX, XXXX, Citigroup XXXX XXXX XXXX - XXXX of Staff to CEO - XXXX XXXX XXXX - XXXX Vice President, XXXX XXXX XXXX- XXXX XXXX XXXX - XXXX Administrative XXXX - XXXX Citi XXXX Response Unit XXXX Consumer Financial Protection Bureau CFPB Case XXXX XXXXXXXX ( update to existing complaint ) Office of the Comptroller of the Currency XXXX CC : Merchant Contact for Verification : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Office of Attorney General XXXX XXXX XXXX XXXX Re : Account ending in XXXX | Dispute XXXX XXXXXXXX | Citi Reference : XXXX Dear CITI Executives I am writing in response to your XX/XX/XXXX letter ( attached ) your XXXX rejection of my dispute and I am doing so now with definitive transaction evidence that your team has no legitimate basis to ignore. Before I present that evidence, I want to document what has actually happened over the past XXXX months, because the pattern is as important as the facts. I contacted Citi on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and XX/XX/XXXX. On multiple calls specifically XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX your representatives explicitly told me that the failure to credit my account was an error on Citi 's part, and that it would be corrected within XXXX days. I was told I would receive written confirmation. I never did, and the error was never corrected. I reported this to Citi on every subsequent contact. I specifically and repeatedly asked Citi to review the call recordings from those dates, which would confirm that your own representatives acknowledged this as an internal error. To my knowledge, no one ever pulled those recordings. Your XX/XX/XXXX letter makes no reference to them whatsoever. This is not a he-said/she-said dispute. Your own phone logs contain admissions by Citi representatives that this is an error. I am formally requesting that those recordings be retrieved and reviewed as part of any further investigation. On each of my contacts, I also submitted screenshots and written documentation from XXXX confirming that the {$490.00} refund had been processed and that the funds had not been returned to the merchant. Your team ignored this evidence every single time. Your XX/XX/XXXX letter concluded without addressing any of that documentation that " no additional credit was received from XXXX beyond the {$240.00}. '' That conclusion is false, and I can now prove it definitively. I went directly to XXXXXXXX XXXX billing department and obtained the following verified transaction identifiers : XXXX Dispute ID : XXXX Acquirer Reference Number ( XXXX ) : XXXX XXXX Payment Intent ID : XXXX The XXXX is not a screenshot. It is not a customer service email. It is the definitive interbank tracking number assigned to this transaction by the card network the identifier that exists for exactly this purpose. Your reconciliation team can run XXXX XXXX right now and see the full {$490.00} dispute resolution dated XX/XX/XXXX. The documented timeline is as follows : XX/XX/XXXX : XXXX dispute XXXX closed in my favor for the full {$490.00}. XX/XX/XXXX : XXXX sent written confirmation that {$490.00} was refunded via XXXX dispute for order XXXX XXXXXXXX. XX/XX/XXXX : Citi made a {$240.00} conditional credit permanent accounting for only half the refund received. XX/XX/XXXX : XXXX confirmed in writing that " the funds were not returned to us, '' meaning Citi received and has retained the full {$490.00}. XX/XX/XXXX : XXXX billing XXXX XXXX XXXX ( XXXX ) provided the Dispute ID and XXXX above upon my direct request. I should not have had to personally obtain an XXXX from a merchant 's billing team to force a bank to account for money it received and retained. I should not have had to make XXXX contacts over XXXX months. And I should not have been told repeatedly by your own staff that this was Citi 's error, only to have that acknowledgment disappear without a trace in your formal response. I am demanding the following within XXXX days : XXXX. A credit of {$240.00} to my account the balance of the {$490.00} refund received from XXXX, after accounting for the {$240.00} already applied. XXXX. Reversal of any interest or fees charged on the disputed amount. XXXX. A written report of what your reconciliation team finds when they trace XXXX XXXX. XXXX. Retrieval and review of the call recordings from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, in which your representatives acknowledged this as an internal error. I am updating my CFPB complaint ( Case # XXXX ) with this letter and the new transaction identifiers. If this is not resolved within XXXX days, I will file additional complaints with the Office of the Comptroller of the Currency, the Florida Attorney General, and the Federal Trade Commission, and will pursue all remedies available under the Fair Credit Billing Act ( 15 U.S.C. 1666 ). I have been a Citi cardmember since XXXX. I have been patient, thorough, and persistent. I have provided evidence that meets every reasonable standard of proof. At this point, Citi 's continued inaction is not an administrative oversight it is a choice. Note : XXXXXXXX XXXX Most Recent Confirmation Letter : XXXX XXXX at XXXX Screenshot XXXX at XXXX Finally, I am XXXX XXXX XXXX and have been a loyal Citi cardmember for XXXX decades. I have spent literal days of my life over the last XXXX months acting as my own XXXX because your team repeatedly ignored unequivocal evidence. At this stage, Citi does not just owe me a credit ; you owe me an apology for the systemic disregard of a long-term customer 's documented proof. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XXXX attachment Scanned by 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 explanation