Consumer complaint received 2026-02-23 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: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX Citibank , N.A . Fraud & Dispute Resolution Team XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX RE : FORMAL COMPLAINT Erroneous Dispute Closure & Failure to Properly Investigate Fraudulent Transaction Case ID : XXXX Card Ending : XXXX Amount : {$650.00} Transaction Date : XX/XX/XXXX Citi Fraud & Dispute Resolution Team, I am writing to formally escalate and protest Citis XX/XX/XXXX decision to close my dispute ( Case ID : XXXX ) in favor of XXXX XXXX XXXX Seating. This closure was issued without any contact with me by phone, email, or any other means of communication, and was based on an incorrect classification of my claim as a billing error. This is not a billing error this is a case of consumer fraud and material merchandise misrepresentation by a merchant on the XXXX platform, and I am entitled to full protection under the Fair Credit Billing Act. I. BACKGROUND AND FACTS On XX/XX/XXXX, I purchased an XXXX Chair by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) for {$650.00}, charged to my Citi XXXX card ending in XXXX. The XXXX listing specified the item condition as XXXX XXXX XXXX, defined by XXXX as : An item in excellent, new condition with no functional defects. What I received on XX/XX/XXXX was materially and fundamentally different from what was advertised : The chair was a different XXXX and a different model than what was depicted in the listing images and described in the title. The chair had significant, visible damage deep scratches and pitting on both armrests and the base, completely inconsistent with any definition of XXXX or XXXX XXXX condition. The item was delivered by XXXX and left outside in the rain. The original packaging became saturated and structurally unusable. The sellers own customer service ( Support ID XXXX ) did not dispute the damage when I raised the issue, confirming the condition of the chair. XXXX. THE RETURN WAS RENDERED IMPOSSIBLE BY THE SELLER Beginning XX/XX/XXXX, I made repeated and documented good-faith attempts to return the chair under the sellers Free Returns policy. The seller provided a prepaid XXXXx label but imposed an impossible condition : The seller required the item to be returned in the original box only. The original box was destroyed by rain during XXXX delivery and was confirmed by XXXX to be unusable for a return shipment. XXXX informed me that new packaging materials for a chair of this size would cost approximately {$55.00}. The prepaid return label provided by the seller did not cover these costs. Despite multiple requests, the seller refused to provide a return label inclusive of packaging costs or arrange pickup of the damaged item. The sellers listing prominently advertises Free Returns, yet their return process forces the defrauded buyer to incur out-of-pocket expenses. This is deceptive and rendered the return process effectively impossible. XXXX. CITIS INVESTIGATION WAS DEFICIENT Citis closure of this dispute was fundamentally flawed on multiple grounds : XXXX. No Contact With the Cardholder. At no point did Citi contact me by phone, email, text, or any other means during the investigation. The XX/XX/XXXX closure letter was the first and only communication I received after submitting my dispute materials. An investigation conducted without engaging the cardholder can not be considered a good-faith investigation. XXXX. Incorrect Dispute Classification. Citi characterized this dispute as a billing error, which is factually and legally incorrect. This is a dispute for goods significantly not as described under the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666i. A billing error concerns an unauthorized charge or incorrect amount. My dispute involves the receipt of merchandise that was materially misrepresented a separate and independently actionable consumer protection claim. By applying the wrong framework, Citi failed to evaluate the evidence under the correct legal standard. XXXX. Submitted Evidence Was Disregarded. I provided a comprehensive evidence package including : ( a ) the full XXXX message thread showing the seller acknowledging damage and refusing adequate return accommodations ; ( b ) photographs documenting the damaged chair ; ( c ) the original XXXX listing confirming XXXX XXXX XXXX XXXX condition ; ( d ) XXXX order details ; ( XXXX ) the cancelled return request with documented reason ; and ( f ) my signed and completed dispute form. The closure letters generic statement that documentation or facts provided do not support the billing error dispute claim is impossible to reconcile with a thorough review of this evidence under the correct dispute category. XXXX. Unjustified Preference for the Merchant. The outcome reflects a reflexive deference to XXXX as a large platform rather than an objective review of the documented facts. The FCBA dispute process exists specifically to protect cardholders in situations like this. IV. LEGAL BASIS Under FCBA 1666i ( 15 U.S.C. ), I have the right to assert against Citi all claims and defenses arising out of a credit card transaction where : ( XXXX ) the transaction exceeds {$50.00} ; ( XXXX ) the transaction occurred within XXXX miles of my billing address or in the same state ; and ( XXXX ) I made a good-faith attempt to resolve the dispute with the merchant. All three criteria are met. The merchant is located in XXXX, as is my billing address ; the amount is {$650.00} ; and I documented exhaustive efforts to resolve the matter with XXXX XXXX and XXXX before and during this dispute. V. FORMAL DEMANDS I formally request that Citi take the following actions : XXXX. Immediately reopen Case ID XXXX and re-investigate under the correct FCBA category : merchandise significantly not as described. XXXX. Issue a permanent credit of {$650.00} to my card ending in XXXX based on the documented fraud and misrepresentation by the seller. XXXX. Contact me directly by phone or email to discuss this complaint and confirm receipt of this letter. XXXX. Confirm in writing that the disputed {$650.00} will not accrue interest or fees while this re-investigation is pending. VI. NOTICE OF FURTHER ACTION If Citi fails to resolve this matter in good faith, I intend to file formal complaints with the Consumer Financial Protection Bureau ( CFPB ), the Office of the Comptroller of the Currency ( OCC ), and the XXXX Department of Financial Protection and Innovation ( DFPI ). I will also pursue all remedies available under Californias Consumer Legal Remedies Act and Unfair Business Practices Act ( XXXX XXXX XXXX XXXX XXXXXXXX ). XXXX. XXXX Billing Disputes Has Received below Documents : XXXX listing ( Item # XXXX ) XXXX XXXX XXXX XXXX with Free Returns Complete XXXX message thread with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Photographs of damaged chair armrests XXXX XXXX Details ( Order # XXXX, Delivered XX/XX/XXXX ) XXXX XXXX request cancellation with written explanation Completed and signed Citi XXXX form ( signed XX/XX/XXXX ) Email to XXXX dated XX/XX/XXXX with all attachments Citi XXXX response letter dated XX/XX/XXXX and closure letter dated XX/XX/XXXX I anticipate a written response within 30 days, as mandated by the FCBA . This complaint necessitates immediate attention and a comprehensive, good-faith examination of all evidence submitted. Additionally, I currently hold a balance of {$37000.00}, and I transferred my banking to Citi from XXXX. This situation would not have occurred at XXXX. The customer service at Citi is exceptionally poor ; despite multiple attempts to contact them, I have not received any response. Consequently, I intend to close my account ( Checking and Credit ) due to the blatant fraud and the inadequate handling of the matter by Citi. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citi AAdvantage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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