Consumer complaint received 2026-05-15 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: VA

Complaint narrative:
Below in parenthesis is the attached body of the e-mail I sent to the Citi Government Charge Card investigations team on XX/XX/XXXX, at XXXXXXXX XXXX XXXX minus the Personally Identifiable Information which was originally included. To Whom it May Concern : I am writing to formally dispute a pending charge on my account in the amount of {$6600.00} from XXXX XXXX XXXX, dated XX/XX/2026 ( Account Number : ). I've also included a breakdown of the charges if needed below : {$190.00} credit card processing fee {$2000.00} security deposit {$220.00} unspecified charge {$220.00} - unspecified charge {$250.00} - unspecified charge {$3800.00} first months rent I entered into a short-term lease agreement for a furnished rental property ; however, upon arrival, I discovered numerous unsanitary and unacceptable conditions that were not disclosed prior to booking. Specifically, the bedding, mattresses, and pillows were in poor and unclean condition, including visible pubic hair, animal paw prints, and significant staining. The linens including the spare linens did not appear to have been properly laundered, and the overall condition of the sleeping areas made the property uninhabitable and I woke the next morning with a rash. Due to these conditions, I vacated the property within 48 hours, as I did not feel comfortable or safe staying there. I moved into the apartment on the afternoon of XX/XX/XXXX, and vacated and was out of the apartment by XXXX the evening of XX/XX/XXXX ( I was in the apartment less than 30 hours ). I promptly notified the property management company of the issues and informed them that I would not be continuing my stay. I also expressed my willingness to pay only for the limited time I occupied the property. Property management was initially uncooperative but ultimately agreed to the breaking of the lease and charging me for two days of rent ; this was documented in the attached e-mail. I inquired about the specific amount but have not heard back from property management ; I believe the amount owed is {$250.00} as the monthly rent for the property is {$3800.00}. I have attached a .pdf document which details the e-mail exchange between myself and the property management. If you have any further questions or need to see the pictures or videos taken of the unsanitary items please let me know. I heard back from the property manager on XX/XX/2026, but was still not given a final monetary amount which was owed to them. I again believe that they are owed {$250.00} as we agreed that I would be charged for two days of stay at the property and nothing more and the monthly rent was {$3800.00}. They have asked twice were to send payment back to and were told both times that the preferred method would be to return the funds to the original form of payment which is the Citi Government Charge Card ; they did not respond to either e-mail I sent. I have attached the e-mail where they agreed to charge me for two days, I have also attached a XXXX XXXX link which contains pictures of the unsanitary state of the apartment. I then got a response from the Citi XXXX investigations team on XX/XX/2026, asking me for detailed information and a prompt reply within 5 days. I again sent them the above e-mail on XX/XX/2026 which included all the requested information. I have made several phone calls to Citi since this time with the last being on XX/XX/2026 and have been told the dispute is still open with no time frame for resolution given and no number for the investigations team being provided. I was told they could not be directly contacted. On XX/XX/XXXX, after still not hearing from the merchant since XX/XX/XXXX, and providing them with the requested information including my preferred method of reimbursement I reached back out to the merchant and included the Citi XXXX investigation team as well as the XXXX Office of the Attorney General 's Consumer Protection Division. I asked for an update on the reimbursement and ultimately was told that a check in an unspecified amount had been mailed to the address provided. I asked for a cnumber and was not provided with one. As of XX/XX/2026, No reimbursement has been received. On XX/XX/2026 I was contacted via e-mail by the Citi XXXX Investigations team with what seems to be a generic email requesting a credit slip from the merchant. I replied to their e-mail with : Good Morning, " Please see the below e-mail which was sent on XX/XX/2026 with the requested documentation. The merchant 's agent has stated they have sent a paper check which I have yet to receive. They stated the check was sent on XX/XX/2026, but couldn't or wouldn't provide a tracking number so that the information could be confirmed. Please advise on the next steps as I believe the merchant is just refusing to reimburse the agreed amount. '' I received a follow-up e-mail on XX/XX/2026 from the Citi XXXX Investigations team, with the same generic e-mail they sent on XX/XX/2026 asking for a credit slip. I replied with the following. On XX/XX/2026. Good Morning, A credit slip is unable to be provided as the merchant has claimed to have sent a paper check on the XX/XX/XXXX, but has provided no proof or tracking number. I do not believe they are making a serious effort to reimburse the funds they agreed to per their e-mail on XX/XX/XXXX. At this point I am asking for a chargeback to refund the outstanding balance of {$6400.00}. Please advise as I have not had any follow-up on my multiple requests to resolve this matter and the dispute has been open for well over a month without any resolution or guidance. The merchant has not reimbursed the agreed to funds and the Citi credit card company, has not been responsive nor provided any guidance so this issue can be resolved.

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