Consumer complaint received 2026-05-18 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: TX

Complaint narrative:
Consumer : XXXX XXXX XXXX XXXX XXXX : Citibank , N.A . Card Product : Citi / AAdvantage XXXX Card Date : XX/XX/XXXX Complaint Summary I am requesting CFPB assistance regarding Citibanks handling of disputes involving authorized transactions that resulted in non-delivery of goods and merchant misrepresentation. The disputes involve three XX/XX/XXXX transactions totaling {$7200.00} relating to the purchase of a vehicle from merchant XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX. While the transactions themselves were authorized, the vehicle was never delivered, no substitute goods or services were received, and the merchant subsequently ceased communication. The disputed transactions are : Dispute ID XXXX {$2600.00} Dispute ID XXXX {$2500.00} Dispute ID XXXX {$2000.00} Background and Timeline XX/XX/XXXX I authorized the above transactions under the representation that I was purchasing a vehicle. Shortly after payment : the vehicle was not delivered, communication with the seller ceased, and no goods or services were received. XX/XX/XXXX I reported concerns regarding these transactions to Citi after the vehicle was not delivered and communication with the seller stopped. I remained actively engaged with Citi regarding these disputes and continued attempting to resolve the matter. Additionally, other financial institutions involved in related transactions associated with this vehicle purchase resolved disputed charges following their review processes. Merchant Business Closure / Government Notice The merchant business location was later found closed. An official notice issued by the XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX referencing a fraud-related investigation was publicly posted at the location. I obtained a copy of the posted notice and later prepared a certified English translation as supporting documentation. I am not asserting that I personally filed the underlying report with XXXX authorities. Rather, the documentation demonstrates that law enforcement activity relating to fraud was associated with the business location. Citi Dispute Handling Concerns Citi later provided merchant rebuttal materials which primarily established only that : the card was physically used, the transactions were authorized, and payment processing occurred. However, the merchant did not provide evidence of actual delivery of the purchased vehicle. The merchant rebuttal did not provide : vehicle identification information ( VIN ), bill of sale, title transfer documentation, delivery confirmation, shipping or transport records, signed receipt, or any objective evidence establishing fulfillment of the transaction. Authorization of payment does not establish completion or fulfillment of the underlying purchase. Procedural Closure Issue On XX/XX/XXXX, Citi informed me that the disputes had been closed based upon Citis determination that additional information had not been received by the stated deadline. However : I remained actively engaged with Citi regarding these disputes since XX/XX/XXXX, I consistently responded to communications and requests to the best of my knowledge, and substantial supporting documentation now exists that was not reviewed during the original investigation process. I subsequently submitted a formal reopening request to Citi Executive Response Unit together with : Affidavit of Non-Delivery and Misrepresentation Transaction Timeline Merchant Interaction Summary Forensic Translation Bundle Executive Summary and Applicable XXXX Reason Codes Point-by-Point Merchant Rebuttal Analysis Citi Executive Response Unit acknowledged receipt of my reopening package and advised that the matter would receive further review. Applicable Dispute Framework This matter concerns : authorized transactions induced by merchant misrepresentation, complete non-delivery of goods, and failure of merchant fulfillment. The dispute aligns with : Visa Reason Code 13.3 Merchandise/Services Not Received Visa Reason Code 13.5 Misrepresentation Requested Resolution I respectfully request CFPB assistance in obtaining : Reopening and reconsideration of the disputed transactions by Citi Review of the materially relevant evidence now submitted Proper evaluation under applicable non-delivery and merchant misrepresentation protections Reimbursement of the disputed transactions totaling {$7200.00} I appreciate your review and assistance regarding this matter. Sincerely, XXXX 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 explanation