Consumer complaint received 2026-06-02 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: OH

Complaint narrative:
Subject : Citibank Improperly Denied Credit Card Dispute for Merchandise Delivered to Wrong Address I am filing a complaint regarding Citibank 's handling of a credit card dispute involving a {$210.00} purchase of my XXXX XXXX XXXX I placed an order through XXXX and authorized shipment to my address in XXXX XXXX I have documentation showing that my shipping address was set to my XXXX XXXX address. The package was shipped via XXXX and marked as delivered on XX/XX/year>. However, I never received the merchandise. The shipment and delivery records contain an address discrepancy. The XXXX proof of delivery identifies the recipient/location as XXXX XXXX, while other shipping information reflects XXXX XXXX The delivery photograph also does not match my residence. After discovering that I had not received the merchandise, I opened a dispute through the Citibank mobile application. Citibank initially provided a temporary or conditional credit while the dispute was under review. Citibank later reversed the conditional credit and denied my dispute based on the fact that XXXX reported the package as delivered. However, the issue is not whether a package was delivered somewhere. The issue is whether the merchandise was delivered to the address I authorized and whether I actually received the goods. After the denial, I contacted Citibank by telephone. A Citibank representative advised me to submit additional information and request that the dispute be reopened by emailing XXXX. I followed those instructions and provided evidence showing that my authorized shipping address was in XXXX XXXX while the shipment was associated with XXXX XXXX Despite my efforts, I did not receive a meaningful response addressing the address discrepancy or explaining how delivery to XXXX XXXX established that I received the merchandise. I provided evidence showing : XXXX ) My authorized shipping address was XXXX XXXX XXXX ) The shipment and delivery records reflected XXXX XXXX XXXX XXXX XXXX delivered the package associated with the XXXX XXXX delivery information. XXXX ) The delivery photograph does not match my residence. XXXX ) I never received the merchandise. I believe Citibank failed to reasonably investigate the address discrepancy and instead relied solely on delivery confirmation. Delivery confirmation alone does not establish that I received the goods when there is evidence that the shipment was delivered to a different address than the one I authorized. I am requesting that Citibank : Reopen and properly investigate my dispute. Review the evidence showing the conflicting addresses. Explain how it determined that delivery to XXXX XXXX constituted proof that the merchandise was delivered to the address I authorized in XXXX, XXXX Reverse the {$210.00} charge and credit my account because I did not receive the merchandise I purchased. Supporting Documents : Exhibit A Shipping address showing XXXX XXXX Exhibit B Merchant invoice/order records. Exhibit C XXXX proof of delivery. Exhibit D XXXX delivery photograph. Exhibit XXXX Citibank dispute denial. Exhibit F Email requesting that the dispute be reopened.

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