Consumer complaint received 2026-03-06 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: AR

Complaint narrative:
Citibank Failure to Acknowledge Billing Error Notice, Misclassification of Dispute, Inconsistent Determinations, False Recorded Call Statement I am submitting this complaint regarding Citibank 's failure to comply with Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation Z ( 12 C.F.R. Part 1026 ) obligations for disputed credit card transactions involving deceptive offshore gambling platforms ( HelloMillions, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ). Key Procedural Violations : No XXXX Acknowledgment : Sent formal billing-error notice XX/XX/XXXX6 via USPS Certified Mail ( Exhibit A, delivered XX/XX/XXXX per Exhibit B ) to Citi Card Fraud/Dispute Dept XXXX XXXX XXXX SD XXXX Citibank never acknowledged receipt within 30 days as required by 12 C.F.R. 1026.13 ( c ). Fraud Misclassification : Citi treated my Regulation Z billing-error notice as fraud dispute. Exhibit E ( Feb 27 denial ) : " When a charge is reported as unauthorized it is reviewed as a fraud dispute '' bypassing billing-error investigation duties. Inconsistent Outcomes : Identical merchant transactions received different results without explanation : - 133 transactions credited as " Security CreditItem Under Investigation '' - 14+ transactions denied as " Customer ResponsibleNo Credit Issued '' ( Exhibit C table ) - HelloMillions {$290.00} : one credited, identical transaction denied ( Exhibit D ) Silent App Denials : Denials discovered only via mobile app : " Your dispute is resolved and no credit has been issued '' no investigation details or evidence as required by Regulation Z. False Call Characterization : Exhibit E claims XX/XX/XXXX call where I " confirmed charges... done by your children for video games. '' False. I stated : ( 1 ) didn't know who made transactions, ( 2 ) children had phone access but doubted they knew how to make purchases. Exhibit F : Citibank 's Denial Proves Regulation Z Violations 1. No Acknowledgment Violation : Exhibit E contains no mention of receiving/acknowledging my XX/XX/XXXX certified billing-error notice ( only references prior CFPB cases ). This proves procedural failure under 12 C.F.R. 1026.13 ( c ) requiring 30-day written acknowledgment. 2. Fraud Misclassification : Exhibit E states " When a charge is reported as unauthorized it is reviewed as a fraud dispute '' admitting Citibank bypassed the Regulation Z billing-error investigation process entirely. 3. False Call Characterization : Exhibit E falsely claims I " confirmed ... charges... done by your children for video games '' during XX/XX/XXXX call. This misrepresentation of recorded evidence violates reasonable investigation standards. 4. Inadequate Explanations : Exhibit E lists credits ( {$15000.00} + {$2900.00} ) but provides no transaction-specific evidence or rationale for denied transactions, failing 12 C.F.R. 1026.13 ( d ) written explanation requirements. 5. Merchant Category Code Reliance : Exhibit E states merchants are " listed under ... video game arcades/establishments '' MCC. Merchant category codes do not substitute for the " reasonable investigation '' required under Regulation Z. Exhibits Attached : A ( Certified Letter ), B ( USPS Proof ), C ( Transaction Table ), D ( App Screenshots ), E ( Citi Feb 27 Denial + Statements ), F ( Violation Analysis ) able )

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