Consumer complaint received 2026-01-29 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:
I am submitting this complaint regarding the handling of my dispute and account security controls related to credit card account ending in XXXX. 

I made repeated good-faith efforts to participate in XXXX investigation XXXX. During the investigation, I was assigned an XXXX whose speech I had significant difficulty understanding due to a very strong accent. I respectfully requested a representative I could clearly communicate with so I could fully provide the requested information and participate in the process. 

I then contacted the phone number provided in XXXX written dispute correspondence. When I called, I was informed that the department listed in the notice was not able to assist me with my dispute. I was told I needed to contact the XXXX XXXX XXXX  instead. This demonstrates that I relied on the contact information provided by Citi, but was routed to a department that could not assist me, creating confusion and preventing me from meaningfully participating in the investigation. 

Despite my best efforts to protect my account, I attempted to cancel the card, lock the card, and prevent further recurring charges. However, recurring charges continued to be processed on the account after these actions. This raises serious concerns regarding XXXX authorization controls and ability to stop recurring transactions after a consumer has taken steps to secure their account. 

Additionally, Citi failed to take steps to stop the automatic updating or forwarding of new card information to merchants that were associated with unauthorized or disputed activity. Even after I closed and changed the card due to fraud concerns, those merchants were still able to obtain updated card credentials and continue billing activity. 

In XX/XX/year>, I was verbally advised by a Citi representative that some of these issues were the result of internal agent errors. Despite this acknowledgment, I have continued to encounter repeated procedural hurdles and have not been provided with a clear or effective resolution. This ongoing failure to correct known errors has prolonged the dispute and increased my financial and credit risk unnecessarily. 

Citi ultimately closed the disputes stating they did not receive sufficient information. However, this outcome does not reflect my documented attempts to communicate, follow instructions provided by Citi, and prevent unauthorized or unwanted recurring charges. 

I am requesting that this matter be reviewed for : Failure of dispute process accessibility and effective communication Internal routing and department coordination failures Failure to prevent recurring charges after card security actions were taken Reconsideration of the dispute outcome based on full and fair review I am requesting correction of the account status, review of the disputed transactions, and assurance that proper controls exist to prevent recurring charges when a consumer locks or attempts to cancel a card. 

I am also concerned that inaccurate or unfair reporting related to this dispute may be furnished to consumer reporting agencies. Citis decision appears to have been based on incomplete communication and internal routing failures rather than a full and fair review of the facts.

If negative information is reported based on this disputed matter, it would not accurately reflect my payment history, my good-faith efforts to resolve the dispute, or my documented attempts to stop unauthorized or unwanted recurring charges.

I request confirmation of whether any information related to this dispute has been or will be furnished to consumer reporting agencies. If any negative reporting has occurred or is pending, I request immediate correction, suppression, or deletion of that reporting until this dispute is fully and fairly resolved.

I also request confirmation that Citi has complied with all applicable requirements related to the investigation and reporting of disputed information, including the obligation to report disputes accurately and conduct reasonable investigations prior to furnishing negative information.

Based on my experience, I am concerned this may reflect a broader pattern of conduct rather than an isolated incident. Specifically, the issues I encountered include : Providing dispute contact information that routes consumers to departments unable to assist Closing disputes based on alleged lack of consumer response when communication barriers or internal routing issues exist Allowing recurring charges to continue after consumers take steps to lock or cancel cards Placing consumers at risk of negative credit reporting based on incomplete investigations If these practices are occurring with other consumers, this raises concerns regarding systemic process deficiencies and potential unfair or deceptive practices affecting a broader consumer population.

I respectfully request the Bureau review whether these practices reflect broader operational or compliance issues that may warrant supervisory or enforcement review.

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