Consumer complaint received 2026-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
XX/XX/XXXX : Online reservation made from residence within XXXX via XXXX ( Review Citi letter dated XX/XX/XXXX, XXXX paragraph ) XX/XX/XXXX : Arrived at XXXX XXXXXXXX XXXX XXXX counter at XXXX XXXX ( XXXX ) - Reservation found Car Rental Agent swiped Citi XXXX Card. Immediately declined Rental Agent tried a second time Citi XXXX XXXX declined Rental Agent asked if I had another card. I presented XXXX XXXX. XXXX XXXX accepted. ( XXXX XXXX documents- checkout/returned ) XX/XX/XXXX : XXXX returned. XXXX damage, verified in my presence and annotated by Rental agent verbally and on invoice. Additional fee ( accident deposit ) removed from XXXX XXXX actual rental amount charged ( XXXX XXXX documents - checkout/return ) XX/XX/XXXX : Initial complaint filed via telephone using XXXX number. Referred by Citibank agent to XXXX XXXX XX/XX/XXXX : Submitted all requested information ( rental invoices and summary of events ) to XXXX XXXX XX/XX/XXXX : Received letter from XXXX XXXX stating charges are not mine and have been declined ( Review letter dated XX/XX/XXXX ) XX/XX/XXXX : Letter received dated XX/XX/XXXX, from Customer Service stating, We were not contacted in a timely manner and are unable to assist. As a result, were unable to honor your billing dispute and you are responsible for the disputed amount ( s ). On XX/XX/XXXX ( XXXX XXXX ) I spoke with XXXX ( Citi XXXX XXXX Dispute Team ). I was verbally told I did not contact Citi XXXX XXXX timely but to resubmit documents originally submitted to their XXXX XXXX. I was provided both a FAX number and a physical mailing address. I submitted again previously submitted documents via XXXX. XX/XX/XXXX : Letter received dated XX/XX/XXXX, from Customer Service stating again, We were not contacted in a timely manner and unable to assist. DISPUTE TIMELY FILED Deceptive business practices. As noted above, I timely contacted the XXXX that is listed on the back of the credit card. After explaining the issue and the disputed charge I was referred to XXXX XXXX by their ( Citi XXXX ) agent. After their investigation Citis XXXX XXXX determined the charge was not mine. The rental car charge has been paid via XXXX XXXX. The additional charge ( accident fee ) at the time of rental was removed when the car was returned ( XXXX XXXX ) undamaged and only the actual rental fee for XXXX week was charged to my XXXX XXXX. Citi Mastercard was contacted regarding my overseas travel and the countries I would be visiting. The failure resides with Citi Mastercard for refusing to honor my card at the rental counter in XXXX. Please see attached documents. I DO NOT owe XXXX XXXX XXXX XXXX XXXX CITI Master Card or their subcontractors (? ) any money. I did everything correctly. The problem was/is with Citi Thank You Master Card. The Account Statement is additional proof that I filed my complaint timely. The dispute was filed timely. The problem is internal not my 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