Consumer complaint received 2025-03-20 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Complaint Summary : I am writing to file a formal complaint against Citibank regarding a debit card dispute that I initiated due to a charge from XXXX for services I never received. The charge was disputed, but Citibank later reversed the dispute without any proper investigation or explanation, resulting in an unauthorized negative balance on my account. This situation has been further exacerbated by Citibanks poor customer service, including multiple failed attempts to resolve the issue. 

Issue Details : Charge in Dispute : On XX/XX/XXXX, I was charged by XXXX for services I never received. I initiated a dispute with Citibank to reverse this charge. 
I also filed a dispute with XXXXXXXX XXXX XXXXk, which had half of the charge. XXXX XXXXXXXX XXXX  resolved the issue in my favor, and I was refunded their portion of the charge, while Citibank sided with the merchant, despite my clear evidence of not receiving the goods/services. 
Improper Reversal of Dispute : After my dispute with Citibank, they reversed their decision without reaching out to me for additional details, evidence, or any communication. This reversal resulted in my account becoming negative, and the pending transactions were not properly reflected in my balance. 
Citibank failed to provide a valid explanation for its actions and never informed me about its decision to reverse the dispute. 
Negative Account Balance : Citibanks failure to properly handle my dispute caused my account to go into a negative balance without prior warning. This has caused unnecessary financial stress and confusion on my part.

Poor Customer Service and Rudeness : In my attempts to resolve this issue, I called Citibanks customer service, only to be hung up on twice during separate calls.

I was finally forced to speak with a supervisor named XXXX, who was extremely rude and unhelpful. Instead of listening to my concerns or offering a reasonable solution, the supervisor acted dismissively and failed to take any meaningful action to resolve my dispute. 
Desired Resolution : I am requesting the following actions from Citibank : Reopen and properly investigate my dispute regarding the XXXX  charge, taking into account the fact that XXXX XXXX XXXX  sided with me on the same issue and refunded their portion of the charge. 
Reverse the negative balance caused by Citibanks improper handling of the dispute, and ensure that my account balance accurately reflects my transactions.

Offer better transparency in their dispute resolution process and account management, so that such issues do not arise in the future.

Provide appropriate training to customer service representatives and supervisors to ensure that customers are treated respectfully and professionally. 
Refund the disputed charge for XXXX services that I never received, as XXXX XXXX XXXX  already sided with me, and Citibanks failure to handle the situation properly has caused unnecessary harm to my account.

Additional Notes : I have made multiple attempts to resolve this issue directly with Citibank, but their responses have been inadequate, and the customer service experience was frustrating and unprofessional. I am now seeking intervention from the CFPB to ensure that Citibank is held accountable for its failure to handle my dispute properly and to ensure a resolution to this matter.

Thank you for your attention to this issue. I look forward to a prompt resolution.

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