Consumer complaint received 2025-05-09 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:
On XX/XX/year>, I paid {$6000.00} for a XXXX XXXX XXXX membership based entirely on the sales reps promise of XXXX credits redeemable at a XXXX value for any cruise travelonly to discover afterward that Id been issued XXXX hotel points with undisclosed, severe redemption limits, a clear bait-and-switch since none of the documents mentioned anything about hotel points/credits. The signed agreement and invoice refer only to XXXX travel credits and " XXXX credits '' and contain no limitation to hotel points. 

I initially thought this was a simple mistake, that theyd simply mis-credited my newly created XXXX XXXX XXXX account XXXX so I attempted to correct this issue with a phone call to XXXX XXXX XXXX XXXX XX/XX/year>. After an overtly hostile XXXX XXXX XXXX XXXX refused to correct the error or cancel my membership with a refund, I disputed the charge under the Truth in Lending Act on XX/XX/year>, and Citi provisionally credited my account. 

On XX/XX/year>, Citi requested details by issuing a letter sent only via its app, but did not email me or send a copy of the letter through physical mail, demonstrating poor notice practices from Citi. On XX/XX/year>, I became concerned over the lack of response from Citi and searched the app to find the letter. After calling the Citi Dispute department to clarify how I should respond, I sent a written Letter of Explanation to the Citi Dispute email, describing in lengthy detail everything that occurred. 

On XX/XX/year>, Citi sent a vague notice saying they had reviewed the documentation provided for this dispute and regret that we are unable to assist at this time, then revoked the provisional credit the same day as if their investigation were completeeven while asking for more documentation to resume the investigation. This was a clear violation of the law, since under 12 CFR 1026.13 ( a ) ( 3 ), failing to deliver agreed-upon services or goods constitutes a billing errorand under 1026.13 ( f ), Citi may not rebill a consumer before completing a reasonable investigation and providing a written explanation.

Citis own portal instructs cardholders to hold onto all supporting documentation for 90 days, yet Citi has rebilled me without ever closing the loop on their investigation, underscoring their own procedural misalignment failure. 12 CFR 1026.13 ( c ) ( 2 ), Comment 13 ( c ) ( 2 ) -2 states, " Similarly, if a creditor fails to mail or deliver a written explanation setting forth the reason why the billing error did not occur as asserted, or otherwise fails to comply with the error resolution procedures set forth in 1026.13 ( f ), the creditor generally must credit the disputed amount and related finance or other charges, as applicable, to the consumer 's account. '' Because Citi has neither provided a written explanation for why the billing error did not occur nor complied with the error-resolution procedures in 1026.13 ( f ), Citi must credit the disputed {$6000.00}. 

On XX/XX/year>, I responded to the notice by going over in detail how XXXX XXXX XXXX violated the law, reminding Citi that they are required to " conduct a full, lawful investigation, as required under 15 U.S.C. 1666 and 12 CFR 1026.13 ( Regulation Z ). '' I warned them that " Citis premature rebilling is a clear breach of federal law under the Truth in Lending Act ( 15 U.S.C. 1666 ) '' and stated I would be filing a CFFB complaint and contacting the Office of the Florida Attorney General if they did not comply with the law.

After a Citi Billing Dispute Representative responded to me directly on XX/XX/year>, on the same day I provided the invoice, signed agreement, screenshots showing hotel points instead of cruise points, proof of the unused XXXX XXXX card ( XXXX XXXX XXXX promised a {$150.00} gift and only delivered a {$100.00} card ), and every other document related to this case, yet they never reinstated my credit during the ongoing investigation or produced any justification for the hotel point substitution. 

I sent a finalnotice email on XX/XX/year>, giving them through XX/XX/XXXX ( their own resolution deadline ) and then an extra week until XX/XX/XXXX to comply. Citi still has not reinstated my credit, provided any merchant documentation justifying the points substitution, or acknowledged my conflict-of-interest concernthat a creditor must remain neutral and should not defend a merchant in which it may hold a financial or contractual stake. 

As of XX/XX/year>, the Citi Dispute Center portal displayed the XX/XX/XXXX update Weve Completed Our Investigation and Resolved Customer Responsible, only to immediately thereafter update on XX/XX/XXXX to dispute is under review with a Resolved No later than XX/XX/year> deadlinedemonstrating further inconsistency and a failure to follow proper dispute-resolution procedures. Under 12 CFR 1026.13 ( c ) ( 2 ), Citi must complete its dispute resolution procedures within two complete billing cycles ( or no later than 90 days ) after XX/XX/year>. As of XX/XX/year>, more than XXXX billing cyclesand over 70 dayshave elapsed without any lawful resolution. 

In sum, Citi has violated TILA/Regulation Z, failed to document the justification for the points substitution, rebilled me mid-investigation, ignored its own portal instructions and provided contradictory status updates, employed inadequate notice practices, and failed to resolve within its self-imposed deadlines.

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