Consumer complaint received 2026-05-24 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: NC

Complaint narrative:
RE : CFPB COMPLAINT AGAINST CITIBANK REGARDING CREDIT CARD DISPUTE HANDLING Company : Citibank , N.A . Case No. : XXXX Transaction Amount : {$41.00} Merchant : WHATNOT / LEVELUXBAG Transaction Date : XX/XX/year> I am submitting this complaint regarding Citibanks handling of a disputed credit card transaction involving a purchase made through the WHATNOT platform seller LEVELUXBAG. FACTUAL TIMELINE On XX/XX/year>, I purchased sunglasses for {$41.00} through a live WHATNOT auction listing. This transaction occurred during a fast-moving live bidding format where bids are placed in real time and the countdown extends as additional bids are submitted. This was my first transaction with this seller. I entered the live auction near the end of the listing and became the winning bidder shortly before the auction closed. Due to the fast pace of the live auction environment, I did not fully understand or observe the item measurements and sizing details before the transaction completed. After the purchase finalized and I had an opportunity to better observe the item presentation and sizing discussion during the live stream, I realized the sunglasses would likely be too large and unsuitable for me. Within minutes of the completed purchase, I immediately requested cancellation BEFORE shipment occurred. The seller denied the cancellation request and stated : Your order will be fulfilled as planned. I immediately notified Citibank regarding the cancellation attempt. Citibank representatives informed me that if the item was delivered, I should return the merchandise back to the seller, which I followed and complied with. Despite receiving notice of cancellation, the seller shipped the item anyway. Upon receipt, I promptly refused and returned the merchandise because the item was unwanted and unsuitable. XXXX XXXX XXXX. XXXX confirms the package was delivered back to the original sender on XX/XX/year> at XXXX PM in XXXX XXXXXXXX XXXX The seller regained possession of the merchandise while also retaining my payment. Citibank initially issued a provisional credit during the investigation process. However, after receiving the merchants response referencing a non-refundable/refused shipment policy, Citibank reversed and recouped the provisional credit of {$41.00} from my account despite my timely appeal submission and supporting documentation. My appeal and rebuttal materials were submitted within the timeframe stated in Citibanks correspondence and included : cancellation screenshots, seller communications, XXXX proof confirming delivery back to the original sender, merchant response documents, and written rebuttal evidence disputing the merchants position. I timely appealed Citibanks determination within the deadline stated in Citibanks correspondence and submitted : cancellation screenshots, seller communications, XXXX proof of return delivery, merchant response documents, and a written rebuttal. My concern is that Citibank relied primarily upon the merchants stated policy while failing to fully consider the documented transaction timeline and return evidence, including : cancellation requested before shipment, shipment after notice of cancellation, Citibanks own instruction to return the merchandise if delivered, and confirmed delivery of the returned merchandise back to the seller. APPLICABLE CONSUMER PROTECTIONS This dispute involves protections provided under : Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666 Truth in Lending Act ( TILA ), 15 U.S.C. 1601 et seq. Regulation Z, 12 C.F.R. 1026.13 These provisions govern consumer billing disputes involving returned goods, disputed transactions, and investigation responsibilities relating to credit card billing errors. I respectfully request review of Citibanks dispute handling and reconsideration of the chargeback determination.

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