Consumer complaint received 2026-04-13 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: NJ

Complaint narrative:
I. BACKGROUND AND SUMMARY I am writing in connection with a formal billing dispute I opened regarding a payment of {$680.00} made via United States Postal Service ( USPS ) Money Order No. XXXX, submitted to the Citi payment address on file specifically, Citi Cards, XXXX XXXX XXXX, XXXX, PA XXXX which was confirmed by XXXX as XXXX on XX/XX/year>. Despite repeated attempts to resolve this matter including multiple phone calls, two written submissions ( first via regular mail, then via email and fax on XX/XX/year>XXXX and XX/XX/year>XXXX ), and clear documentary evidence Citi has : failed to apply the payment to my account ; closed and/or denied my dispute without providing any written explanation or evidence supporting its findings; reported my account as delinquent for two missed payments to credit reporting agencies ; assessed late fees and interest charges as a direct result of its own failure to apply this payment ; and failed to conduct a proper, timely, or lawful investigation of this billing error. I am writing this letter as a formal, legally-noticed dispute under the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666 et seq., and the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 et seq., to demand immediate corrective action. II. DOCUMENTARY EVIDENCE SUBMITTED The following evidence has been provided to Citi twice and is referenced in this letter : 1. USPS Money Order No. XXXX, dated XX/XX/year>, in the amount of {$680.00}, made payable to Citi Cards at XXXX XXXX XXXX, XXXX, PA XXXX the Citi-designated payment address. This is the address printed on the money order itself. 2. USPS Letter dated XX/XX/year>, confirming receipt of my PS Form-6401 Money Order Inquiry and providing a copy of the cashed money order showing the endorsement and payee information. 3. USPS General Accounting Branch letter dated XX/XX/year>XXXX ( Inquiry ID : XXXX ), confirming that Money Order No. XXXX was cashed on XX/XX/year>, and that no replacement check will be issued because the money order was in fact cashed. 4. USPS receipt dated XX/XX/year>, showing the {$21.00} fee paid to file a Money Order Inquiry ( PS Form-6401 ) at the XXXX XXXX XXXX NJ Post Office . 5. Citi Case Number XXXX stamped on the original USPS letter, confirming Citi had already received and associated this evidence with my prior dispute and then failed to act on it. III. THE CRITICAL FACTS CITI HAS IGNORED The evidence is unambiguous and raises a critical question that Citi has yet to answer : who cashed this money order? The money order was addressed to and delivered to a Citi-controlled XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, PA ) XXXX This is not a public or shared address it is a locked USPS XXXX XXXX that can only be accessed by an individual or entity with a key issued by USPS. This was confirmed by USPS guidance provided to me at the time of my inquiry. The money order was cashed. USPS confirmed this. The image of the cashed money order including the endorsement was retrieved from the Federal Reserve Bank and sent to me by the USPS General Accounting Branch. The person who endorsed and cashed this money order had access to Citi 's PO Box and presented a valid form of identification. There are only two logical conclusions : either ( 1 ) a Citi employee or authorized party cashed this money order and failed to apply it to my account, or ( 2 ) there was a serious internal control failure at Citi. In either case, I am not responsible for the non-application of this payment, and Citi must credit my account immediately. IV. CITI 'S VIOLATIONS OF FEDERAL LAW A. Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666 Under the FCBA, upon receipt of a written billing error notice, a creditor must : ( 1 ) acknowledge receipt within 30 days ; ( 2 ) resolve the dispute within two billing cycles ( not to exceed 90 days ) ; and ( 3 ) not take adverse action on the account ( including reporting delinquency or charging interest/late fees ) on the disputed amount during the investigation. Citi has violated all three obligations. My dispute has been pending for months. Citi has reported my account delinquent, charged late fees and interest on the disputed amount, and prematurely closed the dispute allegedly referring the case internally to the wrong department, as Citi representatives admitted to me by phone. B. Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681s-2 Citi, as a furnisher of information, is prohibited from reporting information it knows or has reasonable cause to believe is inaccurate. Reporting my account as having two missed payments when the payment in question was confirmed by USPS as having been cashed by a party with access to Citi 's own PO Box is the reporting of inaccurate information in violation of the FCRA.

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