Consumer complaint received 2026-05-27 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: WI

Complaint narrative:
Formal Request for Reinvestigation and Supporting Documentation for CitiCards Case XXXX To Whom It May Concern, I am writing regarding dispute case number XXXX involving merchant XXXX XXXX XXXX and a disputed charge in the amount of {$16000.00}. I am formally requesting : Immediate confirmation that this dispute has been reopened for investigation ; Copies of all documentation relied upon in determining that I am responsible for the charge ; Copies of any communication allegedly received from the merchant stating that a refund would be issued ; Confirmation of whether any refund transaction was ever actually processed to my account. Timeline of Events : I placed an order with XXXX XXXX XXXX over the phone. I was charged {$16000.00} despite the expected amount being {$1600.00}. I never received the product, order confirmation, shipment confirmation, tracking information, or any subsequent communication from the merchant. After numerous unsuccessful attempts to contact the merchant directly, I filed a dispute with my credit card company. I was later informed that the dispute had been closed and that I was responsible for the charge. On XX/XX/XXXX, I contacted customer service to understand why the dispute was denied. The representative informed me that the investigator allegedly contacted the merchant and that the merchant stated they would issue a refund. I explained during that call that : I had not received any refund ; I had not received any communication from the merchant ; The merchant had been nonresponsive throughout this matter, which was the reason I filed the dispute initially. The representative agreed to reopen the dispute and advised that it could take approximately 710 days to appear reopened on my account. During that same call, I also specifically requested copies of the documentation relied upon by the investigator, including : whom they contacted, when they were contacted, whether there was written communication, any confirmation numbers, emails, invoices, signed authorizations, or any objective evidence supporting the determination that I was responsible for the charge. On XX/XX/XXXX, after still not seeing the dispute reopened, I called again. I reiterated that : I was still being held responsible for the {$16000.00} charge ; my payment due date was approaching on XX/XX/XXXX ; and I still had not received any supporting documentation. The second representative also reviewed the matter and acknowledged that there did not appear to be objective evidence provided by the investigator supporting the determination that I was responsible for the charge. I again asked for the objective evidence supporting the determination to be provided. She again advised that it could take 710 days for the dispute reopening to appear on my account. She additionally referenced that I allegedly did not complete an intake form ; however, failure to complete an intake form is not objective evidence that : I authorized a {$16000.00} transaction, I received the product, or that the merchant fulfilled the order. As of today, XX/XX/XXXX : the dispute still does not appear reopened, I remain responsible for the charge, I have not received any product, I have not received any refund, I have not received any supporting documentation, and I have not received any communication from the merchant. I am therefore formally requesting : written confirmation of the current dispute status ; a reinvestigation of this matter ; copies of all evidence relied upon in the original determination ; and confirmation of whether the merchant ever provided proof that a refund was actually issued. Please note that I dispute both : the transaction amount charged ; and the fact that the ordered product was never received. I request written response and documentation regarding this matter as soon as possible.

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