Consumer complaint received 2026-07-04 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: FL

Complaint narrative:
XX/XX/XXXXXXXX : {$7600.00} charge posted to Citi AAdvantage card ( ending XXXX ) by XXXX XXXX XXXX XXXX XXXXXXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX : Customer worked nonstop to resolve the damage of personal property caused by XXXX XXXX XXXX XXXX XXXXXXXX XXXX XX/XX/XXXX : Citibank opened billing dispute ( Case ID XXXX ) and issued a conditional credit to my account. Citibank requested additional information and set a response deadline of XX/XX/XXXXXXXX XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX : Citibank Billing Disputes Investigator XXXX XXXX ( XXXX ) sent a detailed written email to XXXX under subject line Citibank Billing Dispute | XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX requesting six specific categories of documentation and stating : We are investigating your disputed charge with XXXX XXXX XXXX XXXX XXXXXXXX XXXX This email confirms Citibank was actively engaged in investigating the dispute as of XX/XX/XXXXXXXX eight days after opening it and specifically requested : ( 1 ) confirmation of the disputed amount with documentation ; ( 2 ) copy of the invoice/contract ; ( 3 ) details of services not rendered as promised ; ( 4 ) first and last dates services were rendered ; ( 5 ) date merchandise was made available to the merchant; and ( 6 ) dates of attempts to resolve the matter with the merchant. Citibank set a XX/XX/XXXXXXXX XXXX XXXX deadline for this response. XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX : I submitted a complete, documented written dispute response to Citibank at XXXX by the stated XX/XX/XXXXXXXX deadline directly answering all six of XXXX XXXX specific questions sent from XXXX with Case ID XXXX in the subject line, as Citibank required . The submission consisted of two separate emails containing five attachments totaling approximately XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). This submission included the signed binding contract, the merchants change-order documentation, the complete XXXX timeline, an itemized damage claim of over {$15000.00}, three written confirmations from XXXX directly contradicting the merchants stated justifications, and a detailed legal analysis. Citibanks subsequent denial that it was not contacted in a timely manner is directly contradicted by this timestamped email submission, made on time in direct response to Citibanks own XX/XX/XXXX information request. XX/XX/XXXXXXXX : Citibank sent a written confirmation acknowledging that my {$7600.00} dispute with XXXX XXXX XXXX XXXX XXXXXXXX XXXX had been received and that their investigation had begun. Conditional credit remained in place. XX/XX/XXXXXXXX : Citibank dispute representative named XXXX called to discuss status of my Citi Billing Dispute regarding the status of Case ID XXXX for the {$7600.00} XXXX XXXX charge. XX/XX/XXXX XXXX XXXXXXXX XXXX : Citibank issued a written denial stating : We were not contacted in a timely manner and are unable to assist. Citibank reversed the conditional credit. This denial was issued despite : ( a ) Citibank having opened the dispute itself on XX/XX/XXXXXXXX ; ( b ) Citibank having issued a conditional credit ; ( c ) Citibank having set and received a timely written response by its own XX/XX/XXXXXXXX deadline ; and ( d ) Citibank having sent a XX/XX/XXXXXXXX confirmation that its investigation was actively underway. XX/XX/XXXXXXXX : I called Citibank to dispute the denial. I spoke first with XXXX in Customer Service/Billing Dispute. I was then transferred to XXXX in Billing Disputes, who confirmed the same denial reason : Citi was not contacted in a timely manner and are unable to assist. XXXX advised that an arbitration email would be sent within 710 business days ( approximately 30 days ), and that next steps depended on whether XXXX needed additional information. XX/XX/XXXXXXXX FINAL WRITTEN DENIAL : Citibank issued a formal final denial letter stating : Based on the amount of time that has been passed since the date of the charge, we have no options to obtain the credit on your behalf through the billing dispute process and we have closed our investigation on this charge. Citibank also included a credit reporting warning. Note Citi never provided a review and analysis of the documents billing dispute requested, which took over 40 hours of my personal time in addition to four months dealing with XXXX. In other words, Citi opened my billing dispute, required a slew of documents with a hard suspense date and then deleted my evidence with one simple sentence We were not contacted in a timely manner and are unable to assist. This is Citis error and problem to address and correct ; they sent this customer requirements to investigate my case and then failed to follow through.

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