Consumer complaint received 2025-10-28 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: CT

Complaint narrative:
The original purchase was done on XX/XX/XXXX for {$500.00}. I received a transaction and confirmation email a few minutes after I made the charge. This will be included with the uploaded documents. The next day I called to make my appointment and I was told by XXXX in support they couldnt find an order for me. XXXX asked me to send a screenshot of the order confirmation. I stayed on the phone with her and she confirmed she had received it. She was going to send it to escalations to see what happened and that I should hear back from someone within XXXX hours. I called multiple times looking for a follow-up and got no response. I sent an email back to the original customer service rep XXXX ( that email from XX/XX/XXXX will be in the documents ) and I received no response. It was at this time I filed for a dispute with Citibank. I was given the temporary credit and it was later found that XXXX sent back information on an order I originally had with this company in XXXX. That backup had nothing to do with this issue. This was a completely different and new order/subscription. Citibank did a chargeback for the {$500.00} I called Citibank disputes and asked them to reopen the case and explained that the letter had nothing to do with this dispute it was backup from a subscription that I had in XXXX. The person who answered said I needed to try calling the company again before another dispute could be opened. I did so calling XXXX different times. I kept getting different people and had to explain the story over each time. Each time I was on the phone for at least a half hour. Each one said something different. One asked for the screenshot, I told them it was sent XX/XX/XXXX but sent it again. Another said they were having escalation look into it. Another ( his name was XXXX XXXX asked for a copy of my credit card bill showing the charge where I was undeniably charged from XXXX. I emailed that to XXXX on XX/XX/XXXX and again I stayed on the phone with him and he confirmed he got the screenshot of the statement charge. He told me my case number. ( I will provide it when you are ready for it ). I sent a follow up email to XXXX on XX/XX/XXXX and I never received a response. I called one last time on XX/XX/XXXX and I was asked if there was another email address or phone number that would be associated with the account and I said no it would be under ( Ill give this info when needed ). That person also told me that escalation would look into it and get back to me within XXXX hours. Another week went by still and no reply. During this time, I did call Citibank to reopen the dispute. On XX/XX/XXXX I received a letter from Citibank telling me that the timeframe to file a dispute has passed. On XX/XX/XXXX I sent an email to XXXX with backup of the sale and everything I had done at that point. On XX/XX/XXXX I called Citibank again and explained this was not a new dispute. This is a reopen. The customer rep then reopened the case. I received a follow up letter from that reopen on XX/XX/XXXX. That letter stated the merchant is unwilling to issue a credit. On XX/XX/XXXX I called Citibank to request a copy of the letter that XXXX had sent backing this letter up. Citibank was not able to produce one. I asked the customer service person to reopen the case yet again and she told me to mail the backup for the dispute to XXXX. I did so again on XXXX and she confirmed she received it. On XX/XX/XXXX I received another letter from Citibank this one stating the merchant is unwilling to issue a credit and that Citibank has exhausted all avenues for filing a dispute and I need to seek other means to resolve this matter. This is why I am now reaching out to you. I am clearly not getting anywhere with anyone at XXXX or Citibank. At this point I want to report both, XXXX for credit card fraud and Citibank for not taking this fraud seriously. Bottom line I paid money to XXXX and I received nothing for it. Citibank wont listen and will not help me. I pay my account in full every month without fail so this amount has already been paid I desperately need help.

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