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 — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: AZ

Complaint narrative:
COMPANY NAME : Citibank / Citi Cards COMPANY PHONE : XXXX PRODUCT TYPE : Credit Card XXXX XXXX Visa Card by Citi -- - COMPLAINT NARRATIVE -- - I am filing this complaint against Citibank for reversing two legitimate dispute credits despite documented written evidence of a merchant 's agreement to refund, and then telling me there is " nothing more they can do '' to recover my money. SUMMARY OF FACTS : 1. ORIGINAL CHARGES : In XX/XX/year>, I was charged by XXXX ( XXXX ) for two hotel bookings : - {$2200.00} on XX/XX/year> ( Booking XXXX ) - {$1500.00} on XX/XX/year> ( Booking XXXX ) XXXX. LEGITIMATE CANCELLATION : When we checked in, we noticed that The hotel ( XXXX XXXX, XXXX, XXXX ) had unproper conditions for us to stay in the hotel, We immidiately contact both the hotel and XXXX, they all agreed in writing to cancel and refund all bookings despite a non-refundable policy. 3. KEY EVIDENCE CITI HAS NOT PROPERLY CONSIDERED : - XX/XX/year> : XXXX 's own support agent sent a written email confirming : " I've processed a refund to your original payment method. The refund is initiated immediately. '' - XX/XX/year> : The hotel confirmed in writing : " Yes, you are all set. You can give the XXXX nights refund. '' This written evidence proves the merchant agreed to refund this is not a disputed cancellation. 4. CITI 'S DISPUTE HANDLING : - I filed two disputes in XX/XX/year> : Case XXXX ( {$2200.00} ) and Case XXXX ( {$1400.00} of {$1500.00} ) - Citi initially issued conditional credits in XX/XX/year> - In XX/XX/year>, Citi reversed both credits based on XXXX 's chargeback response, despite XXXX 's own written confirmation of an agreed refund - XXXX only partially refunded {$2000.00} of the {$2200.00} charge, and refunded nothing on the {$1400.00} dispute - Citi characterized the resolution as a " partial credit '' from the merchant without recognizing that the merchant 's own documentation proved a full refund was owed 5. CITI 'S REFUSAL TO ACT : When I contacted Citi after the reversals, they stated they had tried to communicate with XXXX but XXXX refused to cooperate, and that Citi had " nothing else they could do. '' They directed me to contact XXXX directly. This is inadequate as a Visa card issuer, Citi has chargeback rights and obligations under Visa 's dispute resolution rules, including the ability to escalate when a merchant has confirmed a refund in writing and then failed to deliver it. 6. CURRENT HARM : I am currently out {$1600.00} money that both the hotel and XXXX 's own agent confirmed in writing would be refunded. I paid for 24+ nights of hotel accommodation that I never used due to unsafe conditions, and I can not recover this money because Citi has closed the dispute and XXXX refuses to engage. RELIEF REQUESTED : 1. Citi should reopen both dispute cases ( XXXX and XXXX ) and properly consider the written merchant confirmation of agreed refund 2. Citi should issue credits totaling {$1600.00} : {$160.00} shortfall on Case 1 and {$1400.00} on Case 2 3. Citi should exercise its rights as a Visa issuer to pursue the merchant for failing to deliver a promised refund DOCUMENTATION AVAILABLE : - XXXX agent email ( XX/XX/year> ) confirming refund - Hotel 's written confirmation ( XX/XX/year> ) - Citi dispute case letters for both cases- All booking invoices and hotel folio

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