Consumer complaint received 2025-06-17 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: FL

Complaint narrative:
I am filing this complaint regarding XXXX handling of a chargeback dispute I submitted after being misled and defrauded by a telehealth company called XXXX XXXX. 

On XX/XX/XXXX, I paid {$980.00} to XXXX XXXX for medication that was advertised as being compounded in a sterile pharmacy. The medication was delivered to me but remained unused. Later, I learned that the pharmacy was cited by the state for serious health and safety violations including storing medications next to XXXX samples, among other dangerous practices. 

Upon contacting XXXX XXXX, they promised a refund, so I initially refrained from filing a chargeback with Citibank. Later, they claimed they could not issue a refund but might provide a substitute medication instead which never happened. I gave them every opportunity to resolve the issue, but they ultimately took no action. 

Realizing I had been misled, I filed a chargeback with Citibank on XX/XX/XXXX roughly XXXX months after the original transaction. I submitted comprehensive documentation, including : Evidence of the pharmacy 's violations from the state inspection report XXXX XXXX XXXX with XXXX XXXX showing promises of a refund Proof that another Citibank customer was refunded for the same product and circumstances, even beyond the standard XXXX window Citibank opened and closed my dispute multiple times, requesting additional documentation each time, which I provided. In the end, they denied my chargeback on the grounds that it was filed too late, disregarding the exceptional nature of the case and their precedent of granting similar refunds outside the XXXX window. 

I believe Citibank mishandled this dispute by : Rigidly applying the XXXX deadline despite clear evidence of fraud and public health risk Ignoring the well-documented violations confirmed by a state agency Inconsistently applying policies by approving chargebacks for other consumers in identical circumstances Creating an unnecessarily burdensome dispute process requiring multiple submissions and providing no resolution Desired Resolution : I respectfully ask the CFPB to : Require Citibank to reopen my XXXX and conduct a full review, giving due consideration to the fraudulent nature of the transaction and the delay being caused by the merchants deceptive promises. 
Issue a full refund of {$980.00}. 
Investigate Citibank 's inconsistent enforcement of their chargeback policy and ensure future consumer protections are applied fairly. 
This experience has caused significant financial and emotional stress. I acted in good faith and only delayed my filing because the merchant repeatedly stated they would resolve the issue. Citibanks refusal to honor the dispute despite strong documentation and precedent is unjust. 

Thank you for your attention to this matter. 

Sincerely, XXXX 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 non-monetary relief