Consumer complaint received 2026-01-25 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: CO

Complaint narrative:
I have about 6 disputes with XXXX that I have been working with Citi for almost a year on and they have not been able to handle them in a professional or ethical way. I have saved emails from all of the times I have submitted the information they requested, too many to count. I will work on uploading them. I have called the executive relations unit multiple times too and they act like they really want to help but then nothing. 

Last month, I called in about 5 XXXX disputes that have not been credited to my account. These are orders that were all returned to XXXX and proved, the same month I opened the dispute. Even though this was already proved beyond any doubt, Citi would keep closing them and making up lies like I didn't send them the documentation or they didn't have enough time. All lies. My emails will prove that as I have their correct email. The off shores rep was very nice, and I have all of those calls saved in my call log and we spoke for almost an hour. She said that she would credit me for multiple XXXX disputes that didn't go through on my behalf as a customer service gesture and reopen one of them too. Tonight I spent another hour of my life talking to a supervisor who was also outside of the XXXX and she confirmed that there are no notes on my account in XXXX and no calls shown, even though my phone records show that is a lie. When I asked her what she can do to escalate this since now this is a legal concern, she didn't have much to say and was not helpful at all, wanting to get off the phone. She started out strong and ended weak, without any resolution. I told here that if I have calls with Citi, even if she can't see them, they have to be there and I wanted this escalated to someone who can help, not all american reps are great either but i think in this instance that could have been a better start. She claimed she had no access to that. Honestly, I believe nothing these reps say after this bad exeperience. It should not be this difficult. She lied on a taped call from Citi bank, at the least she should be reprimanded and i should be credited those amounts she promised me. 

This is my banks job to dispute valid disputes, not to make me XXXX  and work for hours upon hours calling and email to get them to do their job. I am losing money over this too and have never been late on a payment. I do not deserve this. Here are the charges in question : XX/XX/year> Mon {$43.00} returned in the same month and proved multiple times via email with the XXXX documentation showing it was received by XXXX but no refund XX/XX/year> XXXX Same as above XX/XX/year> {$31.00} same as above XX/XX/year> same as above XX/XX/year> This is the only one with XXXX. I have sent Citi the emails from XXXX  stating word for word, that they have tried to refund me multiple times in their system but get an error. They are not going to go against the dispute but Citi does not read my messages I have tons of email documentations, can I upload these later as i will need to do this from my phone. This needs to end, the amount of hours of my life, GONE, for nothing and no help. Lies. I also have screen shots on my phone to show the times I called in XXXX when the rep promised me credits as a customer service gesture. This call needs to be tracked. There is no way Citi doesn't track calls. 

I did exactly what XXXX asked, returned my items and tracked them. 
XXXX is known for doing some shady things with returns but CITI is supposed to have my bank and they have failed. 

Here are the calls on my log from XXXX XXXX XXXX XXXX 62 minutes I believe this is the call in question where the rep lied I can prove this call was to them XXXX XXXX XXXX XXXX  for 18 min thank you

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 monetary relief