Consumer complaint received 2025-10-06 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: CA

Complaint narrative:
I am filing a new complaint regarding how Citibank handled a credit card dispute. This is not a duplicate complaint. New evidence from the companys prior response through the CFPB portal proves that Citibank mishandled my dispute and failed to review the documentation I submitted despite the Citibank app itself showing confirmation that my documentation was uploaded on XX/XX/XXXX. 

The disputed transaction was {$350.00} USD from XXXX XXXX on XX/XX/XXXX. The item was defective, and I attempted to resolve the matter directly with the merchant without success. According to the timeline in my Citibank app : On XX/XX/XXXX, I filed a dispute with Citibank. At this time, I was never asked to provide any evidence or documentation of my claim. 
On XX/XX/XXXX, the merchant was contacted. 
On XX/XX/XXXX, the merchant responded. 
On XX/XX/XXXX, Citibank closed the dispute in the merchants favor before ever requesting any documentation from me. It was at this time that I was informed I could appeal the case if I wished to provide supporting materials. 
On XX/XX/XXXX, I emailed my evidence and supporting documents to Citibanks Billing Disputes Department at XXXX. 
On XX/XX/XXXX, the Dispute Center in the Citibank app reflected that these documents had been received. 
On XX/XX/XXXX, the merchant was contacted again. 
On XX/XX/XXXX, I received a letter from Citibank stating that their investigation was closed and no additional recourse was possible. 
On XX/XX/XXXX, despite the letter I received, the Dispute Center in the Citibank app displayed an update stating : Were reviewing details from the merchant. We received a response from the merchant and will get back to you after we complete our investigation. Remember to hold onto all supporting documentation for 90 days from the date your dispute was opened. Oddly, the app still has not marked this case as resolved, unlike the other disputes I have filed. 
On XX/XX/XXXX, I filed a complaint with the CFPB regarding Citibanks handling of the dispute. 
On XX/XX/XXXX, Citibank responded through the CFPB portal, stating that my dispute was closed because I " did not provide the requested documentation. This is factually incorrect. I did provide the documentation, and Citibanks own system confirms receipt on XX/XX/XXXX. 

This issue is not simply bad customer service or a disagreement with the merchant. It is a procedural failure by Citibank to follow its obligations under Regulation Z ( Truth in Lending Act ), which requires a fair investigation of consumer disputes when supporting documentation is provided. Citibank issued an initial decision against me without reviewing the evidence, then disregarded the documentation I submitted, and finally provided contradictory and inaccurate explanations regarding the outcome of my case.

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