Consumer complaint received 2026-01-03 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 initiated a dispute through my Citi Card against a merchant ( XXXX XXXX ) for XXXX reasons : XXXX. They overcharged my credit card above the approved amount ( ~ {$1700.00} ) ( I never authorized them to make the XXXX charge as I was not even aware that my credit card information had been saved. 
XXXX. The merchant failed to do the work requested of them, and when the merchant was approached about the situation from me they failed to keep their follow up appointments until they eventually stopped responding all together. 

I made multiple attempts to remedy this with the merchant. As a last resort, I reached out to the credit card company for assistance as this was a > {$10000.00} purchase. 

This dispute was opened on XX/XX/year> with Citi Card who I strongly believe has engaged in some shady practices surrounding this dispute. Most prominently revolving around how they communicated about the dispute and the repetitive nature of requesting the same information. Secondly, I don't know that they were ablr to contact the merchant. Their denial was strictly based on them not receiving the information they had requested. They would send correspondence via snail mail for one request, the next time, an email, then the next request would come in my account " hidden '' in my notices section ( without any notification or duplicate notification of any sort ). I ultimately had to check all forms of communication to keep up with their redundant requests. Requests that I responded to and I know were received, because information would be logged under the disputes section in my account whenever I emailed about the matter linked with the case number, for example. I patiently waited. When I called, the representatives never had any information on the status and it was impossible to speak to a person who actually knew my case. My last email to citi was sent on XX/XX/year> written as follows : Good evening! 

I hope this finds you well. 

I am writing because I am very disappointed in the level of service and the practices that have led to the decision made on the disputes referenced above. I have submitted all the information requested multiple times and in the designated time to Citi Billing Disputes. What's more, the requests for information have come from varying forms of communication ( email, website account notices and snail mail ) making it confusing to follow the requests. Yet still I have given all the information asked of me. This was an unexpected, and seemingly intentional tactic to discourage me from complying with the requests in reference to the claims. I have reached out several times to follow up and checked all correspondence regularly to stay on top of the claims. I have all the emails I sent to XXXX. However, they would ask for more of the same information. This has been a poor service experience for me as a customer ; right down to the interaction I had with the supervisor on the phone this evening, who was unfriendly and disingenuous. 

For the reasons above I feel that my claim was not given the appropriate attention and therefore I am asking that both disputes pertaining to the merchant in question be re-opened and properly investigated. Alternatively, I will have to report the practices that I feel were meant to mislead me throughout the dispute process to the FTC, as well as to senior leadership. Not only was my credit card overcharged, but the charges have left us at a deficit and still not able to remedy the work for which this fraudulent vendor was able to charge us for and get away with not doing the job promised. Additionally, I never once even received information on whether the merchant answered the dispute. A chargeback is warranted in this case. I would appreciate follow up on this matter. 

Thank you for your time. 

Sincerely, I have yet to receive a response to my email message above despite emailing to documented email addresses on their website.

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