Consumer complaint received 2026-04-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I am filing this complaint against Citibank regarding a billing dispute in the amount of {$3200.00} that was wrongfully denied. The merchant claimed that services were rendered on XX/XX/year>, in XXXX, Florida. However, this claim is demonstrably false. I have verifiable evidence proving that I was physically in XXXX, Florida at the time the alleged service took place. This includes : XXXX receipts showing transportation from XXXX XXXX XXXX to my residence Additional XXXX activity on XX/XX/year> in XXXX Dining transaction records in XXXX on XX/XX/year> It is therefore impossible for me to have been present in XXXX receiving the claimed service. Furthermore, I did not receive any service from the merchant. No access was provided, no confirmation was completed, and no code, reservation, or usable service was ever delivered to me. Additionally, the merchant made contradictory and concerning claims regarding this transaction. While I clearly informed Citibank at the time I opened the dispute that I did authorize and make the transaction, the merchant later alleged that the transaction was fraudulent. Despite making this accusation, the merchant still retained the payment and did not issue a refund. This behavior is inconsistent and raises serious concerns. A transaction can not simultaneously be claimed as fraudulent while also be treated as valid for the purpose of retaining funds. In addition, I was informed on a recorded call with Citibank that my case had initially been closed in XXXX because no agent had been assigned to handle it. The case was later reopened ; however, despite my repeated efforts to submit supporting documentation through email, fax, and mailed correspondence, Citibank has consistently stated that they have not received any of my materials. I have confirmed the correct email and mailing addresses multiple times and have retained tracking numbers, delivery confirmations, and receipts proving that these documents were successfully sent. Despite this, my documentation has not been acknowledged or reviewed, and the dispute was ultimately closed without properly considering the evidence. Despite providing this information, Citibank closed the dispute in favor of the merchant without properly addressing or investigating the contradictory evidence. This reflects a failure to conduct a reasonable investigation as required under consumer protection standards. Additionally, I submitted multiple follow-up communications and documentation between XX/XX/XXXX and XXXX, which appear to have been ignored. I am requesting that Citibank : XXXX. Reopen the dispute immediately XXXX. Conduct a proper and thorough investigation XXXX. Reverse the charge of {$3200.00} The merchants claims are inconsistent and misleading, and Citibanks handling of this dispute has been negligent, disorganized, and unacceptable. I am prepared to provide all supporting documentation upon request.

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