Consumer complaint received 2025-06-26 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: TX

Complaint narrative:
I am filing a formal complaint against Citibank regarding their failure to resolve an unauthorized charge on my credit card, in direct violation of their policy and website disclosure that states {$0.00} liability on unauthorized transactions for consumer cards and federal consumer protection laws. 

Timeline of Dispute : XX/XX/year> - The transaction in question occurred on XX/XX/year> for the amount of XXXX Chilean pesos for a car service ride from XXXX XXXX to XXXX XXXX in XXXX by XXXXXXXX XXXX XXXXXXXX, a merchant with whom I have no prior relationship and have no access to contact ( no phone, website, etc. ). I presented my Citi card for payment, which they told me was declined so I paid in USD ( {$20.00} ). I immediately called Citi to make sure it didnt go through ( since I didnt receive a notification ) and reported this unauthorized charge. At the time, since they told me the charge was just pending, I was told there was nothing they could do unless/ until it went through. I made clear that this was fraud and not an authorized charge. Note that I did not sign anything authorizing this charge and in fact, had a receipt from the airport showing that it should be XXXX pesos ( written as XXXX ). This receipt is attached. Also note, that this was a recorded conversation, that Citi should have on record. 
XX/XX/year> I again called Citi, as the charge had now actually gone through. The person helping me was surprised that it went through as {$2100.00}, as she said that it was only ~ XXXX pesos and this shouldnt be that amount. She got her calculator out with exchange rate and said it was entered wrong. I didnt worry about this any more since she said it should be ~ {$21.00}. Note, that this was a recorded conversation, that Citi should have on record. 

Imagine my surprise when I got home and was told that this was no longer a dispute and I owed the {$2100.00}. 

XX/XX/year> I asked Citi to re-open the dispute and provided all requested information, and followed the procedures outlined by Citi. I was told, again on a recorded conversation, that since I presented the amount of what I should have been charged, the bank for XXXXXXXX XXXX XXXXXXXX would now have to reach out to them for evidence ( which of course doesnt exist ) that I actually authorized that amount. If they didnt respond, XXXX told me that the dispute would be resolved in my favor. 
Citi rep : XXXX ID # XXXX XX/XX/year> Imagine my surprise again, when on XX/XX/year> my claim was denied again on the basis that it was a payment dispute ( rather than fraud ). I dont believe that Citi ever reached out to XXXXXXXX XXXX XXXXXXXX bank like I was told or did anything with them or their bank in order to resolve in my favor. Citi ( through their rep, XXXX ) misled and/or lied to me about the steps they would take. 

XX/XX/year> Sent letter to Citis CEO, again asking to look into dispute. 

XX/XX/year> Again called billing dispute and spoke with Citi Rep : XXXX ID # XXXX on a recorded line. XXXX told me that she would request this be re-opened and that it was wrongly classified as a paid with other method dispute ( since I did not pay with other method there was no authorization at all for a {$2100.00} charge ) and she told me that she changed the category of the dispute to unauthorized charge.

After following up on XX/XX/XXXX ( since I did not get a response in a week ), I received a call on XX/XX/XXXX from XXXX XXXX ( XXXX  ) from the executive response team. She said she had been referred from the General Counsels office and would look into it. 

XX/XX/year> XXXX XXXX ( XXXX ) called and stated that she had reviewed the billing dispute and since I had no proof that I paid with other means, there was nothing Citi could do for me. She stated unfortunately, you were scammed in other words, acknowledging that this was an unauthorized charge. She was very rude when I became frustrated with her telling me over and over that she understands my frustration and hung up on me. 

XX/XX/year> I sent one more email to Citis legal team and general counsel with a copy of my complaint and asking them one more time to resolve this complaint amicably. On the same day I got a response from Citi Executive Response Unit saying, We received your correspondence. Please be assured that your communication is important to us and will receive a deliberate and thorough review. We appreciate your patience while we investigate this matter. If applicable, we anticipate having a response to you within 15 calendar days. I have not heard anything back from them despite this promise.

Citi has completely mishandled this matter from the start and misled me throughout the dispute, by : Not declining the charge when it was pending when I first called even though I reported as fraud / unauthorized charge within 30 minutes of the charge being made on their contactless technology ( note, I never signed or authorized any charge with this merchant who I had no prior contact ) ; Not continuing to follow-up with me as promised and denying my payment dispute despite their own CSR acknowledging the amount was keyed in wrong 2 days after the charge was made ; Promising that since I sent the information in, that it would now be the merchants obligation to prove I did authorize the charge ( which they could not have done ) and never providing any evidence to me that this was done or that the merchant provided a response ; Closing the dispute again without keeping me informed or providing any information on how the merchant or merchants bank responded ; Misclassifying the dispute as a paid with other method, which I clearly stated was never the case, as I never owed that amount ; and Failing to communicate me when promised.

In summary, I agreed to a charge of XXXX Chilean pesos ( approximately {$21.00} USD ). In XXXX, this is written as XXXX. Either the taxi company or someone at Citi keyed the amount in wrong ( as XXXX pesos ). This equates to {$2100.00} USD, which I never authorized.

Citibank advertises on their website : Consumer cardholders are not responsible for unauthorized purchases when promptly reported. However, despite my immediate reporting of the dispute, and despite Citis own representative telling me that the amount was keyed in wrong ( on a recorded line ), Citibank refuses to reverse the charge, arguing that I can not prove the fare was " paid by another method. '' This reasoning is completely irrelevant, as the issue is not duplicate paymentit is fraud and an unauthorized charge.

Violations of Consumer Protection Laws Citibanks refusal to investigate and reverse this fraudulent charge violates the following laws : Fair Credit Billing Act ( FCBA ) : Protects consumers from unauthorized charges and requires banks to conduct reasonable investigations. Citibank failed to conduct a reasonable investigation in that they did not ever provide evidence that ( i ) I authorized this charge, ( ii ) XXXX XXXX XXXX had proof that this was the amount owed, or ( iii ) listen to their own recorded lines where I immediately reported the charge ( when it could have been reversed ) and when they told me it should only be ~ {$21.00} USD. Denial of my dispute without a reasonable investigation is a failure to comply with FCBA guidelines.

Truth in Lending Act ( TILA ) : Requires fair dispute resolution for billing errors and fraudulent charges. Citibanks actions contradict its obligations under TILA.

Citibanks Own Unauthorized Charges Policy : Their advertised {$0.00} liability for promptly reported unauthorized purchases explicitly states that customers are not responsible for unauthorized charges when promptly reportedyet they are ignoring this policy and unlawfully holding me accountable.

Request for Formal Investigation Due to Citibanks failure to follow fraud protocols, I demand a formal review of my dispute and of their handling of fraud claims. Their actions with me ( and several posts I found on XXXX ) suggest a widespread failure in protecting consumers and adhering to both federal law and their own policies.

Supporting Documentation Attached to this complaint are : A copy of the original receipt that was printed out at the airport showing what the charge should have been.

Communications with Citibank regarding my dispute.

I request immediate action to ensure Citibank refunds this unauthorized charge and complies with federal fraud protection laws. Thank you for your time and assistance in resolving this serious issue.

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