Consumer complaint received 2026-06-14 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 because Citibanks billing dispute department mishandled a credit card dispute by failing to distinguish between an initial outbound delivery and a subsequent customer return. Furthermore, the bank closed the case without requesting documentation from me and has failed to respond to subsequent appeals containing definitive proof of return. The chronological facts of the transaction history are as follows : XX/XX/2026 : I incurred a charge of {$850.00} from XXXX XXXX XXXX for an order containing XXXX large items valued at {$420.00} each. XX/XX/2026 : I made a separate, unrelated purchase from the same merchant for a third item totaling {$420.00}. Subsequent Returns : All three items were initially delivered to my residence, but all three items were subsequently returned to the merchant. Due to the large physical size of the merchandise, each item required an individual return shipping label. I initiated a billing dispute for the XX/XX/XXXX charge of {$850.00} because the merchant failed to issue the appropriate refunds. Citibank subsequently closed the investigation in favor of the merchant. The bank stated that the merchant provided outbound tracking data confirming delivery to my residence, concluding that the merchandise remains in my possession. This conclusion represents a fundamental administrative error by Citibank. Outbound delivery confirmation merely establishes how the merchandise was originally received. It does not invalidate a legitimate " XXXX XXXX '' claim. The core of this dispute rests on the subsequent return shipments tracking back to the merchant 's possession. The comprehensive financial breakdown illustrates the unresolved discrepancy : XXXX XXXX XXXX : XXXX items at {$420.00} each, totaling {$1200.00}. Merchant Documentation : The merchant issued official email confirmations acknowledging the receipt and processing of returns for XXXX out of the XXXX items. They failed to issue a confirmation for the final item, despite tracking verifying its delivery to their warehouse. Credits Posted : My Citibank account statement reflects only XXXX single credit of {$420.00}, which posted on XX/XX/2026. XXXX XXXX XXXX : I am missing a total of {$850.00} in valid return credits. On XX/XX/2026, I submitted a formal appeal via email ( attached ) detailing this timeline and offering the official merchant return labels, distinct return tracking delivery receipts, and the merchants own return confirmations. To date, Citibank has not acknowledged or acted upon this correspondence, leaving the case closed without reviewing the evidentiary data. By allowing a merchant 's initial outbound shipping proof to override explicit evidence of a completed return, Citibank has failed to conduct a proper and reasonable investigation as outlined under the Fair Credit Billing Act ( FCBA ). The merchant has retained both the returned merchandise and my funds.

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