Consumer complaint received 2026-03-01 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: CA

Complaint narrative:
Subject : Formal Complaint against Citibank XXXX XXXX XXXX XXXX XXXX to Conduct a Good Faith Investigation. To the CFPB, I am filing this formal complaint against Citibank regarding an unauthorized transaction of {$1900.00} at XXXX in XXXX, XXXX on XX/XX/year>. Citibank improperly closed my dispute claiming I " participated '' in the transaction, which is physically impossible based on the following evidence : Section 1 : Irrefutable Evidence of My Absence from the XXXX. XXXX. Extended Stay in XXXX ( XX/XX/XXXX XX/XX/XXXX ) : I traveled to XXXX on XX/XX/year>, and did not return to the XXXX until XX/XX/year>. Attached are my passport stamps showing my XXXX into XXXX on XX/XX/year> and XXXX from XXXX on XX/XX/year>. I have also attached my XXXX XXXX from XXXX to the XXXX dated XX/XX/year>. XXXX. Local Activity in XXXX ( XX/XX/XXXX ) : On or around the date of the unauthorized transaction ( XX/XX/XXXX ), I have XXXX XXXX records showing my physical presence and consumption in XXXX, XXXX. It is physically impossible for me to have been in XXXX, XXXX to perform a transaction at XXXX while simultaneously being in XXXX. XXXX. No Access to the Renewal Card : Citibank records show the renewal card was mailed on XX/XX/year>. At that time, I had already been in XXXX for XXXX full months. I never received, held, or activated this card. My original card remained in my possession in XXXX and was not used for this transaction. The combination of these records creates an irrefutable timeline : I left the XXXX in XXXX, Citibank mailed a new card in XXXX to an empty residence, and that card was intercepted and used in California while I was physically in XXXX. The fact that Citibanks own fraud system alerted me on the day of the transaction proves the bank was aware of the irregularity. Section 2 : Demands for Evidence and Technical Discrepancies. I demand that Citibank fulfill its legal obligations under the Fair Credit Billing Act ( FCBA ) by providing : 1. Proof of Delivery & Activation : Provide evidence that the renewal card reached me personally. Since I was XXXX miles away, I could not have received it. I also demand the Activation Logs ( Phone number/IP ) for this card. If the card was used without my activation, it proves a major security breach. XXXX. XXXX XXXX XXXX : This transaction does NOT appear in my official XXXX membership history. This confirms the intercepted card was used by a third party with no connection to my identity. Given the high value of this theft ( {$1900.00} ), Citibank should have requested the stores surveillance footage and membership data instead of baselessly accusing me of participating. 3. Contradictory Fraud Alert : Citibanks own system flagged this transaction as FRAUD on XX/XX/XXXX and alerted me. Why did Citibank honor a transaction that it initially recognized as fraudulent, and why is it now claiming I " participated ''? Section XXXX : Violation of Consumer Protection Rights. Under Regulation Z, Citibank is required to conduct a reasonable investigation. Ignoring the fact that I was in XXXX for 85 days prior to the transaction constitutes a failure of this duty. Citibanks conclusion that I 'participated ' in the transaction is not only factually incorrect but also defamatory, as it ignores clear evidence of mail theft and physical impossibility I request the CFPB to compel Citibank XXXX : Reopen the investigation and reverse the unauthorized charge of {$1900.00}. Provide the specific " evidence '' they used to justify their false " participation '' claim. List of Supporting Documents Attached : Exhibit 1 : Passport stamps showing Entry to XXXX ( XX/XX/year> ) and Exit ( XX/XX/year> ). Exhibit 2 : Boarding pass for flight from XXXX to the XXXX on XX/XX/year>. Exhibit 3 : XXXX XXXX records showing my physical presence in XXXX on XX/XX/year>. Exhibit 4 : Screenshot of my XXXX membership purchase history showing no record of this transaction. Exhibit 5 : Citibank notification email stating the renewal card was mailed on XX/XX/year> ( while I was already in XXXX ). Exhibit 6 : Citibank Fraud Alert email sent to me on XX/XX/year>.

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