Consumer complaint received 2025-10-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
XXXX XXXX XXXX Citi Credit Card and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Cell : XXXX XX/XX/year> To : Citi Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Re : Citi Credit Card ending in XXXX Unresolved Back Check Reimbursement, Late Fees, Overpayment, and Improper Annual Fee Dear Citi Customer Service, I am writing to file a formal written complaint regarding the mishandling of my Citi credit card account and multiple unresolved issues following a promised free bag check benefit with XXXX XXXX. The situation has caused significant confusion, overpayment, and improper fees despite repeated attempts to resolve it through your customer service and dispute departments. 
Summary of Events Free Back Check Offer Not Honored : Citi advertised a free back check benefit through my card. On XX/XX/year>, when I arrived at curbside check-in at XXXX XXXX , the benefit was not associated with my ticket. I was told to pay the fee and request reimbursement. 
Payment and Dispute : I paid {$48.00} at XXXX XXXX XXXX. I submitted a dispute with Citi. The dispute record ( attached ) shows it was marked Resolved in Your Favor on XX/XX/year>, but Citi credited only {$33.00} on XX/XX/year>, leaving a shortfall of {$14.00}. 
Late Fees and Overpayment : Despite the issue being caused by Citis incomplete reimbursement, the account accumulated multiple late fees and finance charges. In an effort to clear the confusion, I made an {$80.00} payment nearly twice the original fee just to bring the balance current. I was later assured by a Citi representative on XX/XX/year> that all fees would be credited back and that the matter would be fully resolved. 
Card Cancellation and Annual Fee : When I first attempted to cancel the card, I was told I could not because a replacement card had just been issued. I waited for the new card to arrive, called again, and was told cancellation could proceed. However, Citi then charged me a {$99.00} annual fee and additional fees, even after previous representatives confirmed the account would be cleared and closed. 
Most recent ( todays ) Customer Service Contacts : XX/XX/year> : Citi representative promised to credit all fees and finalize resolution. 
XX/XX/year> XXXX ( XXXX XXXXXXXX XXXX XXXX ) : Confirmed documentation of my case and promised follow-up. 
XXXX : Indicated Citi tried to credit the late fee but could not. 
Requested Resolution Full reimbursement of the remaining {$14.00} from the original {$48.00} charge. 
Full reversal of all late fees, finance charges, and interest applied during this period. 
Refund of the {$99.00} annual fee improperly charged after I requested card cancellation. 
Confirmation that my {$80.00} payment ( overpayment ) has been properly applied or refunded. 
Written confirmation that my account is closed and in good standing, with no negative reporting to credit bureaus. 
Enclosures Screenshot of Citi dispute resolution showing Resolved in Your Favor but {$33.00} credit Please provide a written response within 30 days of receipt confirming full resolution. I am attempting to include an email to the Consumer Financial Protection Bureau ( CFPB ) and state banking regulators. 

Thank you for your prompt attention to this matter. 

Sincerely, XXXX XXXX Account ending in XXXX

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