Consumer complaint received 2026-07-21 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CITIBANK, N.A.
State: AL

Complaint narrative:
On XX/XX/year>, I contacted XXXX XXXX after discovering a charge for a XXXX XXXX XXXX subscription that I was unaware had renewed. During that call, I explained the situation, and the customer service representative advised me that the charge would be refunded, the XXXX XXXX subscription would be cancelled, and that the matter would be resolved. Based on those representations, I believed the issue had been handled. On XX/XX/year>, I contacted customer service again after continuing to receive emails regarding the charge. I was once again reassured that the issue would be resolved. Around this same time, I was provided with a physical receipt showing that a refund had been processed for the XXXX XXXX subscription. On XX/XX/year>, I called again after receiving additional notices. During that call, I specifically explained that I had no issue paying the amount owed if it was legitimately my responsibility. However, because I had repeatedly been told that the XXXX XXXX subscription would be refunded and cancelled, I believed the matter had already been resolved. During that same call, I encountered a customer service representative who stated that she could not locate any record of my previous communications. Despite this, she again told me that the subscription had been cancelled and that everything would be taken care of. Once again, I relied on those representations and believed the issue had been resolved. On XX/XX/year>, I received another notice stating that my account remained past due. Concerned that the previous promises had not been honored, I went in person to my local XXXX XXXX XXXX and spoke with XXXX. The XXXX provided me with a physical receipt showing that the XXXX XXXX subscription had been refunded and explained that it might simply not have reflected on my account yet. Based on this information, I once again believed the issue was in the process of being corrected. After waiting additional time, I contacted customer service again and was once more told that the matter would be resolved. Despite these repeated assurances, I later received written correspondence stating that my billing dispute had been denied and that I remained responsible for the charge. Throughout this process, I made every effort to resolve this matter in good faith. At no point was I attempting to avoid paying a legitimate debt. My concern is that I repeatedly relied on the information provided by XXXX XXXX and Citibank representatives, who consistently advised me that the matter would be resolved. Had I been informed that the charge would remain on my account and that negative credit reporting would continue, I would have immediately taken whatever action was necessary to prevent damage to my credit. Instead, I relied on the repeated representations made by company representatives, resulting in late fees, continued collection activity, and negative credit reporting. I respectfully request that Citibank conduct a thorough review of this matter, including all recorded customer service calls, the refund documentation that was provided to me by XXXX XXXX and the handling of my billing dispute. I also request that any late fees, interest, and negative credit reporting resulting from this situation be reviewed and corrected if appropriate. I specifically request that Citibank review all recorded customer service calls from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and any subsequent calls related to this matter, as I believe those recordings will confirm the repeated representations that this issue would be resolved. Thank you so much for taking the time out to assist me with this matter.

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 explanation