Consumer complaint received 2026-02-04 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: NY

Complaint narrative:
Citibank Dispute Reference Number : XXXX Merchant : XXXX Disputed Charge Amount : {$29.00} Disputed order/charge Date : XX/XX/XXXX This is to formally complain about Citibanks mishandling of my billing dispute under the Fair Credit Billing Act ( FCBA ) regarding a charge from Amazon.com for an item I properly returned. Despite providing substantial evidence of XXXX receipt of the return, Citibank failed to conduct a proper investigation, denied my dispute without meaningful review, and refused to consider key proof, including a recorded call with an XXXX representative. 
Chronology of Events : On or about XX/XX/XXXX, I dropped off the item at a XXXX XXXX XXXX location using XXXX provided XXXX XXXX drop-off option. XXXX XXXX scanned the item, but no paper receipt ( as is the case with this process ) or confirmation email was issued ( as is sometimes the case with this process ). 
I contacted XXXX customer service, and during a recorded phone call ( video/audio captured on my security camera ), the representative explicitly acknowledged that XXXX received XXXX returned item on XX/XX/XXXX, and stated that any prior notification claiming non-receipt was sent in error. 
The XXXX XXXX order status reflected the item as returned. 
Despite this, XXXX re-charged my Citibank credit card approximately {$29.00} around late XX/XX/XXXX. 
I filed a dispute with Citibank promptly. I explained all surrounding details including XXXX representative explicit admission of receiving the returned item and Amazons on-line order details confirming item is in transit. I requested a Citibank XXXX to upload the evidence but was told Citibank will let me know if needed. I received a phone text notification from Citibank advising they will conclude their investigation in XXXX favor, they didnt even ask for my evidence! 
On XX/XX/XXXX I called Citibanks dispute center, and explained all relevant evidence in detail and this time I included my comprehensive email to XXXX where I attached the video segment of my phone call with their representative and XXXX screenshots of related order details. Only after I insisted, Citibank provided a URL to submit my video segment proving XXXX received the returned merchandise. On XX/XX/XXXX, I uploaded all relevant materials, including : The recorded video/clip of the XXXX representatives acknowledgment of receipt and error in their non-receipt notification. 
An email I sent to XXXX detailing the full timeline ( order, return drop-off, scan, rep call acknowledgment, online status update ) and explaining why the charge was improper under XXXX return policy. 
Citibank issued a final denial the same day I submitted this evidence, without indicating any discussion with XXXX or review of the materials. 
On XX/XX/XXXX, I spoke with a Citibank XXXX XXXX XXXX, who stated that I must provide written proof from XXXX of receipt or call XXXX again. I explained that I already called and have a recorded acknowledgment from XXXX since no such written proof of drop-off is issued at their drop-off counter located inside XXXX  authored drop-off : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX but to no avail. I then questioned how Citibank could contradict XXXX own admission? The supervisor reiterated the need for written proof and did not address my concerns about Citibanks obligation to protect consumers under the FCBA.

Citibanks actions violate the FCBA and Regulation Z, which require a reasonable investigation of billing errors ( including charges for returned goods ) and consideration of all provided evidence. Citibank did not discuss the evidence with XXXX ( or inform me if they did ), ignored the recorded acknowledgment, and resolved the dispute against me without due diligenceissuing a denial on the very day I submitted proof after my insistence. 
This has caused me financial harm, unnecessary stress, and loss of confidence in Citibanks dispute process.

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