Consumer complaint received 2026-06-21 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:
I am filing this CFPB complaint against Citi regarding its handling of my credit-card dispute for a {$50.00} charge dated XX/XX/year>, from XXXX XXXX XXXX XXXX CA, card ending XXXX, Citi dispute case ID XXXX. Citi denied the dispute based on the merchants position that services/merchandise was completed. That conclusion does not match the facts or the documentation Citi provided to me. The actual dispute is not a normal voluntary cancellation. The issue is that XXXX XXXX accepted a one-day car-rental reservation, but after the booking was accepted, the rental partner stated that a one-day rental would not be honored and that the minimum rental was three days, or possibly two days as an exception. I only needed the vehicle for one day. I therefore requested cancellation and refund because the rental partner would not honor the reservation as booked. The merchants response appears misleading or incomplete because it treats the matter as if I used or completed the rental service. I did not. No car was picked up, no rental agreement was executed at the counter, no vehicle was provided to me as booked, and no one-day rental service was completed. The documents Citi provided do not prove that services were completed. They appear to show only : payment/booking information, cancellation-fee language, and a XXXX payment transaction. They do not show proof that I received the car-rental service as booked. There is no signed rental agreement, no pickup record, no vehicle checkout record, no mileage record, no return record, and no proof that the rental company honored the one-day reservation accepted through XXXX XXXX. Citi appears to have accepted the merchants response without addressing the substance of my claim : the rental partner refused to honor the one-day reservation after accepting the booking, and the alleged two-day or three-day minimum was disclosed only after the reservation was completed. This is a material post-booking change or non-disclosure, not a simple customer cancellation. I also contacted XXXX support, and XXXX repeatedly relied on general cancellation terms while failing to provide proof that the one-day rental restriction, two-day minimum, or three-day minimum was clearly disclosed before the charge was made. XXXX also directed me to XXXX for voucher information, confirming that the transaction involved a third-party rental platform. I am requesting that Citi reopen and properly investigate the dispute under service not provided as agreed / merchant failed to honor reservation as booked. Citi should require the merchant to provide actual proof that the rental service was completed as represented, not merely proof that a booking and payment occurred. Specifically, I ask Citi to obtain and provide : Proof that I picked up the rental vehicle. A signed rental agreement or counter contract. A vehicle checkout record. A vehicle return record. Mileage or rental-use record. Proof that the one-day rental was honored as booked. Proof that the two-day or three-day minimum rental requirement was clearly disclosed before I confirmed the reservation. The exact supplier policy relied upon to reject the one-day rental after XXXX XXXX accepted it. Without those documents, the merchant has not proven that the service was completed or provided as agreed. A cancellation-fee term does not resolve the core issue because the cancellation was caused by the rental partners refusal to honor the reservation under the terms accepted through the booking platform.

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