Consumer complaint received 2026-03-19 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: NV

Complaint narrative:
I am filing a complaint regarding XXXX handling of a billing dispute for a transaction in the amount of {$360.00} dated XX/XX/XXXX with merchant XXXX * XXXX XXXX. I filed this dispute on XX/XX/XXXX under the reason goods not received. The transaction was for custom XXXX accessories that were never delivered. After placing the order, I communicated with the merchant multiple times over several weeks. The merchant repeatedly confirmed that the items had not yet been shipped, promised they would ship them, and later stated they would issue a refund. Despite these statements, the merchant never shipped the items and never issued a refund. I have documented communications from the merchant explicitly acknowledging : The items were not shipped Shipment was delayed multiple times A refund would be issued These messages directly confirm that the goods were never delivered. Citibank initially issued a conditional credit but later reversed it, stating that the merchant had provided evidence that the goods or services were delivered. However, no tracking number, shipping confirmation, carrier information, or delivery proof has ever been provided to me. Under the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation XXXX ( XXXX CFR XXXX ), a creditor is required to conduct a reasonable investigation of a billing error. A claim that goods were delivered must be supported by objective evidence such as a tracking number and delivery confirmation. No such evidence exists in this case. Citibank later sent a request for additional documentation dated XX/XX/XXXX, requesting items such as an invoice. However, I was not properly notified of this request or the response deadline of XX/XX/XXXX. I did not receive effective notice in time to respond. Because I was not aware of this deadline, I was unable to submit the invoice before the cutoff. Importantly, I had already submitted substantial documentation prior to this request, including : Proof of payment Written communications with the merchant showing non-delivery Evidence that no tracking number or shipment confirmation was ever provided After becoming aware of the request, I promptly submitted the requested invoice and a complete documentation packet. Citibank refused to review this evidence and denied the claim solely on the basis that I missed the deadline. XXXX actions are improper for several reasons : Failure to conduct a reasonable investigation The merchant has never provided proof of shipment or delivery, yet Citibank concluded the goods were delivered without objective evidence. Improper reliance on merchant assertions Citibank accepted the merchants position despite documented communications showing the merchant admitted the items were not shipped and promised refunds that were never issued. Failure to provide adequate notice I was not properly notified of the XX/XX/XXXX deadline to submit additional documentation. Refusal to consider material evidence Citibank refused to review relevant documentation submitted after the deadline, even though it directly proves the goods were never delivered. Denial of a valid billing error claim This transaction clearly qualifies as goods not received, and no evidence of delivery exists. I am prepared to provide the following supporting documentation : The original invoice showing the items ordered and amount charged Message history with the merchant confirming non-shipment and refund promises Evidence that no tracking number or delivery confirmation was ever provided Requested resolution : I request that Citibank : Reopen the investigation Conduct a proper and reasonable investigation consistent with Regulation XXXX Require the merchant to provide verifiable proof of delivery ( tracking number and carrier confirmation ) Review all submitted documentation, including merchant communications Restore the disputed amount of {$360.00} This matter involves a failure to properly investigate a billing error and a failure to provide adequate notice, resulting in an improper denial of a valid dispute.

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