Consumer complaint received 2025-04-28 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: AZ

Complaint narrative:
Complaint to the Consumer Financial Protection Bureau ( CFPB ) To Whom It May Concern, I am filing a formal complaint against Citibank regarding the mishandling of a dispute for a charge on my Citi XXXX XXXX Credit Card. I have made multiple attempts to resolve the issue, but despite my best efforts, Citi has failed to address the dispute appropriately. I am requesting the CFPBs assistance to ensure that this issue is investigated and resolved fairly. 

Background : While I was traveling in XXXX, I attempted to use both my Citi XXXX XXXX Credit Card and my Citi XXXX Credit Card at a shop. The shop informed me that both cards were declined. As a result, I used an XXXX money transaction method to pay for my purchase. However, upon my return to the United States, I discovered that both Citi cards had been charged for the same transaction, despite my payment using a different method. 

Dispute Process : Citi XXXX Card : I immediately disputed the charge on my Citi XXXX Credit Card, and the dispute was processed correctly. The charge was reversed without issue. 

Citi XXXX XXXX XXXX : Unfortunately, my dispute for the Citi XXXX XXXX Credit Card was handled differently. Despite submitting the required documentation twice, Citi has repeatedly closed my dispute, claiming there was insufficient information, even though I provided all necessary details. 

Challenges Encountered : Repeated Requests for XXXX : Citi has asked for details multiple times, and I have promptly sent the requested information each time. However, they failed to review it properly and closed the dispute without resolution. 

XXXX XXXX : I have spent hours on the phone with Citi representatives and supervisors, often holding for XXXX minutes or longer, only to have to explain the situation multiple times. Most recently, my call was abruptly ended, and no supervisor ever called me back. This lack of respect for my concerns is incredibly frustrating. 

Inconsistent Dispute Resolution : It is baffling that the same dispute, for the same transaction, was handled in completely opposite ways for their two different cards. While my Citi XXXX XXXX dispute was resolved, my Citi XXXX XXXX XXXX dispute was not. 

Transaction Details : Citi XXXX XXXX Dispute Number : XXXX Transaction Details : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Amount Charged : {$210.00} Date of Transaction : XX/XX/year> To provide a comparison, I am also sharing the details of the Citi XXXX Credit Card XXXX XXXX which was resolved correctly : Citi XXXX Credit Card XXXX XXXX : XXXX Transaction Details : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Amount Charged : {$210.00} Date of Transaction : XX/XX/year> Request for Assistance : I have reached XXXX XXXX where I feel I have no other option but to raise this complaint to resolve the matter. 

I am requesting the CFPBs intervention to : Investigate why Citi XXXX XXXX Credit Card has mishandled the dispute. 

Ensure that Citi reverses the unauthorized charge of {$210.00} on my Citi XXXX XXXX Credit Card. 

Address the lack of proper customer service and the poor dispute handling process. 

I have provided all requested details, and I am seeking a fair resolution to this matter. I am extremely disappointed with Citis handling of the situation and the considerable time and effort Ive spent trying to get this resolved. 

Please let me know if additional information is required. I appreciate your time and assistance.

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