Consumer complaint received 2025-09-01 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: OH

Complaint narrative:
On XX/XX/XXXX, I made a purchase of XXXX XXXX  for the price of {$44.00}. The merchant description is XXXX XXXX XXXX XXXX XXXX. I started on the website XXXX and was transferred to website XXXX to make the purchase. I received no confirmation of payment no email about payment or delivery. After a couple days I went back to these sites to find contact information and the sites were no longer active. I believe that was XX/XX/XXXX and I called citi credit card XXXX to report that I thought I had been scammed. They canceled my credit card and issued me a new one and disputed my charges on the basis of fraud. I told them that I had been on the websites to order, but have not been able to access them since and I had received no communication from the seller and also had no contact information from the seller. I received an inquiry from citi card for more information so I sent them all the pages that I screenshot it and explained once again that I had no access to these websites any longer and had no contact information for the seller. They said they contacted the seller and I had used my card, which I had already told them I did, and that the seller sent them my order and all the information about my card plus shipping information saying it had been shipped and delivered. I have not received any of that information prior and looked up the tracking number on a site that would tell me what shipping company it was which also has reviews that products are never received by customers. The only information that I had was from the credit card company about the seller and the shipping and I never received a product shipment. The information from the credit card company also included the website which no longer works. I dont know if it only does not work for me or if it was shut down after the fact. After searching the Internet, I also found the same pictures of my product I orderedon other sides that seemed disreputable. I explained these things in my initial phone call, I explained them in an email and then I was called for further information because they never read my email and I told them again over the telephone a few days later I received a determination that they were paying the seller and I would be liable for the money. I called the credit card company again and spoke to another representative that said it would not have been considered fraud and that they would open another dispute for non-delivery, which I have heard nothing about. I have read that once you open a dispute you can not change it from fraud to non-delivery even though the associate told me thats what she was doing. 
I was confused that the credit card company thought being scammed was not fraud. I feel like I did the reporting in a timely manner and gave them all the facts and they did not consider any of it.

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