Consumer complaint received 2026-05-05 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:
Complaint Against : Citibank ( Citi Credit Card ) and XXXX XXXX Issue : Billing dispute returned merchandise not credited / dispute not properly investigated Summary : I am filing this complaint regarding a billing dispute that was improperly handled and closed without a fair or thorough review of the substantial evidence I provided. In XXXX, I purchased an item from XXXX XXXX for approximately {$670.00} using my Citibank credit card. I later returned the item using the prepaid XXXX return label provided by XXXX, following their instructed return process. I have a XXXX drop-off receipt confirming that the package was handed over to the carrier, which serves as proof that I fulfilled my return obligation. Actions Taken : I returned the product using Dells official prepaid XXXX label. I retained and shared the XXXX drop-off receipt as proof of shipment. I engaged in multiple follow-ups with XXXX support XXXX including several calls and email communications. I also shared supporting documentation proactively with Citibank, including receipts and communication records. Despite these efforts : XXXX claims they did not receive the item and has refused to issue a refund. The tracking number associated with the return label appears invalid or can not be located, even though it was generated by XXXX. XXXX support has been unhelpful, and repeated follow-ups did not lead to any resolution. Issues with Citibank Handling : I proactively provided all supporting documentation, including the XXXX drop-off receipt and communication records, without waiting for a request. I made multiple follow-up calls to Citibank ( approximately every 10 days ) to check the dispute status and confirm whether any additional documentation was required. During each interaction, I was informed that the review was in progress, and I was not asked to provide any further information. I was eventually told that the issue would be resolved within XXXX business days. However, the dispute was closed without any prior notice, explanation, or request for additional documentation. Citibank later stated that required information was not provided, which is incorrect, as I had already submitted all relevant evidence and consistently confirmed with their agents whether anything further was needed. When I attempted to follow up and provide additional clarification after the closure, Citibank refused to reopen or reconsider the dispute. Issue Summary : The item was returned using XXXX prepaid shipping label. XXXX accepted the package ( proof of drop-off available ). XXXX refuses to acknowledge receipt or issue a refund. Citibank closed the dispute without properly reviewing the provided evidence and is refusing reconsideration. Multiple support interactions ( calls and emails ) with XXXX did not lead to resolution, and no meaningful assistance was provided. Resolution Requested : A proper and thorough investigation using the XXXX drop-off receipt and XXXX return label details. Coordination between Citibank and XXXX XXXX to trace the return shipment and resolve the issue. Reversal of the charge of {$670.00}. Supporting Documents : XXXX drop-off receipt XXXX return label Email and chat communications with XXXX ( including multiple follow-ups ) Citibank dispute closure communication XXXX am requesting a fair and complete review of this matter. I have fulfilled my responsibility by returning the merchandise using the merchant-provided shipping method and have made repeated, proactive attempts to resolve this issue through both XXXX and Citibank without success.

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