Consumer complaint received 2026-03-25 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: FL

Complaint narrative:
I am filing this complaint regarding Citibanks handling of a credit card dispute and the improper closure of my case despite full compliance with their documentation request. I disputed a {$900.00} XXXX transaction for a stay that was materially misrepresented and failed to provide basic services. Citibank opened the dispute and issued a conditional credit while requesting additional documentation ( XX/XX/year> letter ). I fully complied and submitted a detailed written response with supporting documentation, including : A written explanation of the service failures Dates and details of communication with the merchant Message logs with XXXX and the host Photo and video evidence of the issues This documentation was successfully submitted. The same materials were reviewed by XXXX, and a Citibank representative was able to access my submission and read portions of it back to me verbatim during a phone call. I made multiple follow-up calls to Citibank regarding this dispute : XX/XX/year> ( XXXX minutes ) XX/XX/year> ( XXXX minutes ) XX/XX/year> ( XXXX minutes ) XX/XX/year> ( XXXX minutes, including a supervisor ) During one of these calls, a Citibank representative confirmed receipt of my documentation by reading it back to me. Additionally, on XX/XX/year>, I received a voicemail from a Citibank dispute supervisor stating that the previously issued written determination appeared to be in error and that they were no longer able to pursue further action on the dispute. However, no corrected written determination has been provided to me explaining this change. I do not accept a verbal statement as a substitute for a formal written resolution, especially when it contradicts official correspondence previously issued by Citibank. Despite this, Citibank issued a letter dated XX/XX/year> stating that they did not receive a complete response and closed my dispute. This statement is inaccurate and directly contradicts both my documented submission and Citibanks own internal acknowledgment of receiving and reviewing that information. Additionally, Citibank has provided inconsistent and conflicting outcomes : A written determination stating that my conditional credit of {$900.00} would be made permanent Account activity that does not match that determination Verbal statements that the written determination was issued in error At no point has Citibank provided a corrected written determination explaining these changes. This has resulted in : Improper closure of my dispute Incorrect account adjustments inconsistent with written communication Conflicting and unreliable information provided by Citibank Financial harm due to reversal of credited funds ( Some attachments are too large to upload, more information can be provided upon request )

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