Consumer complaint received 2025-09-22 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: PA

Complaint narrative:
Hello I am filing a complaint regarding Citibanks denial of my billing disputes despite extraordinary circumstances involving XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

On XX/XX/XXXX, a charge of {$4700.00} from XXXX XXXX XXXX XXXX merchant : XXXXXXXX XXXX XXXX posted to my account ending in XXXX. On XX/XX/XXXX, a charge of {$3900.00} from XXXX XXXX XXXX XXXX merchant : XXXXXXXX XXXX XXXX  also posted. These charges were connected to a situation in which I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

The XX/XX/XXXX charge was for a XXXX XXXX during which I was subjected to unethical conduct, inappropriate physical contact, and emotional manipulation. The XX/XX/XXXX charge is directly tied to another session in which I was subjected to XXXXXXXX XXXX XXXX XXXX XXXX  Under Georgia Code 16-6-5.1 ( c ), XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX is a crime and were assault, thus these services can not be considered valid or legitimate. This matter was reported to the police and criminal charges filed against the service provider. This XXXX  also has had previous allegations of XXXX misconduct and unethical practices as a service provider, which I also shared with Citi as part of my dispute. 

I originally disputed these charges with Citi under Case ID : XXXX on XX/XX/XXXX. However, because there was ( and still is ) an active criminal investigation into this providers conduct ( also referenced under Case ID : XXXX ), my legal counsel specifically advised me not to disclose detailed information to third parties, including Citi, until it was safe to do so. Acting on this legal advice, I delayed submitting complete documentation, which unfortunately placed me outside the standard 60-day dispute window. 

On XX/XX/XXXX, I submitted a detailed appeal and supporting documentation to Citis Executive Response Unit, including a police report, correspondence, payment request, and a timeline of events showing that the delay was caused by the criminal investigation. I requested a compassionate exception to the dispute timeline due to the extraordinary circumstances and the fact that these charges were tied to XXXX assault. 

On XX/XX/XXXX, Citi denied my request in writing ( Citi Reference Number : XXXX ). Their response stated : Please understand rules and regulations established by XXXX only allow a limited time in which to resolve a dispute, and these terms are explained in the Cardmember Agreement. You must notify us of any potential billing errors within 60 days after the charge appears on your statement. We are then required to provide our resolution within 90 days. Therefore, we requested additional information from you in order to continue the dispute which was needed by XX/XX/XXXX. As we did not receive a response by the timeframe allowed to us, unfortunately, we no longer have any recourse to obtain credit for you since the timeframe in which to resolve a dispute has passed. Our investigation remains closed and you will need to contact the merchant directly for assistance. 

Citi also warned that my account could be reported as past due, despite the fact that these charges were tied to criminal conduct and not valid services. 

Requested Resolution : I am asking Citi to : Reopen and process my disputes ( Case ID : XXXX ). 

Reverse both charges : {$4700.00} from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

Apply a compassionate exception due to the extraordinary circumstances involving XXXX assault, criminal misconduct, legal counsels direction, and the severe emotional impact this situation has caused me. 

I have already provided Citi with : - Police report, - Copy of payment request, - Supporting correspondence, and - Timeline of events showing the delay was due to the criminal investigation.

These are not typical billing errors. They are charges tied to XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Denying reconsideration solely based on technical timelines unfairly penalizes me as a victim of crime and undermines the consumer protections intended by the Fair Credit Billing Act. Please 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