Consumer complaint received 2026-06-11 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:
On XX/XX/year> I paid {$3500.00} to XXXX XXXX for the XXXX XXXX XXXX XXXX XXXX. The merchant 's no-refund contract was presented 6 minutes after payment was collected, confirmed by timestamped evidence. I filed a CFPB complaint on XX/XX/year> ( complaint number XXXX ). Since then, Citibank has issued two additional letters : on XX/XX/year> closing the dispute because the merchant was unwilling to issue credit, and on XX/XX/year> requesting proof the merchant agreed to credit my account. Both letters reflect a fundamental misapplication of the FCBA. A chargeback does not require merchant cooperation Citibank has the authority to forcibly reverse the charge independent of the merchant 's position. Citibank has repeatedly failed to review timestamped evidence on its merits and continues to move the goalposts rather than exercise its chargeback authority. XX/XX/year> XXXX XXXX XXXX ( XXXX XXXX XXXX ) Payment of {$3500.00} collected via XXXX ( paid to XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX ( XXXX XXXX XXXX ) XXXX Sign email sent requesting contract signature XXXX XXXX XXXX ( XXXX XXXX XXXX ) Contract signed by XXXX XXXX ( my legal name is XXXX XXXX ) XXXX XXXX XXXX ( XXXX XXXX XXXX ) Program access began XX/XX/year> XXXX XXXX Refund request email sent to XXXX XXXX XXXX XXXX Merchant 's first response, offering partial refund ( no amount specified yet ), claiming XXXX acknowledged program was delivering value XXXX XXXX XXXX counter-proposed {$300.00} retention / {$3200.00} refund XX/XX/year> XXXX XXXX Merchant 's second response, declining counter-offer, offering {$1500.00} partial refund Dispute opened with Citibank ( Case XXXX ), conditional credit issued XX/XX/year> Citi confirmation : dispute opened XX/XX/year> Citi letter : merchant response enclosed XX/XX/year> Citi email : investigation complete, conditional credit reversed, reason : " merchant 's cancellation/return policy was not followed '' XX/XX/year> Citi letter : requests proof of cancellation per merchant 's terms and conditions, with a deadline of XX/XX/year> for submitting documentation XX/XX/year> XXXX emails Citi XXXX ( XXXX ) with full evidence package CFPB complaint filed ( complaint number [ insert ] ) Citi XXXX auto-reply received XX/XX/year> XXXX emails XXXX responding to XX/XX/XXXX letter, explaining no cancellation policy exists in contract, attaching all evidence XX/XX/year> Citi email : dispute information received , still under review XX/XX/year> Citi XXXX response : communication received , response expected within 15 calendar days, reference number XXXX XX/XX/year> Citi email : still working with merchant, merchant has until XX/XX/year> to respond XX/XX/year> Citi final closure letter : merchant unwilling to issue credit, no further recourse, conditional credit reversed XX/XX/year> XXXX emails XXXX and XXXX disputing closure, citing XXXX and XXXX chargeback rules Citi XXXX auto-reply received XX/XX/year> Citi letter : requests documentation showing merchant agreed to credit account XX/XX/year> XXXX emails XXXX and XXXX responding to XX/XX/XXXX letter, citing XXXX misapplication, announcing CFPB and OCC complaints

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