Consumer complaint received 2026-05-07 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:
I am filing this complaint regarding the handling of a billing dispute by XXXX XXXX XXXX XXXXCitibank involving an XXXX transaction in the amount of {$970.00} for an Apple XXXX XXXX XXXX XXXX purchased on XX/XX/XXXXXXXX from seller XXXX / XXXX XXXXXXXX ( order number XXXX ). The item was described as a BRAND NEW XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX ONLY XXXX. After receiving and activating the phone, I later discovered through XXXX that the device remained carrier locked and associated with an account that still had money owed on it. XXXX Executive Relations later confirmed to me in writing that the device was currently locked and that XXXX could not unlock devices purchased through third parties. XXXX Executive Relations specifically advised me that the item could be considered not as described and recommended pursuing a dispute with the credit card company. Immediately after discovering the issue, I contacted the seller directly through XXXX messages. I informed the seller that XXXX BYOD system indicated the devices were financed and still had money owed on them. I requested proof that the phones had been paid off before being sold. The seller provided inconsistent explanations, including stating that XXXX required 90 days of use before unlocking the device. XXXX later indicated this information was inaccurate. I also attempted to work through XXXX process and attempted to resolve the matter directly with the seller. I submitted substantial supporting documentation to XXXX XXXX XXXX XXXXCitibank , including : * XXXX order details and transaction records, * seller communications, * screenshots showing the carrier-locked status, XXXX XXXXXXXX-related documentation, * written correspondence from XXXX Executive Relations, * and written explanations detailing the timeline and my attempts to resolve the matter. On XX/XX/XXXX, Citibank issued a provisional credit while reviewing the dispute. However, the dispute process later produced inconsistent and conflicting denial explanations. On XX/XX/XXXX, I received a denial stating that the merchants cancellation/return policy was not followed. Later, on XX/XX/XXXXXXXX and again on XX/XX/XXXX, I received different denial letters stating that Citibank was unable to assist because we were not contacted in a timely manner. These are materially different explanations for the same dispute. I also formally submitted an appeal and additional evidence by fax on or around XX/XX/XXXX. In my appeal, I explained that the sellers statements regarding XXXX unlocking timeline caused delays because I was attempting to confirm whether the devices would properly unlock after XXXX stated waiting period. I also explained that XXXX later confirmed the devices remained locked and unusable. Additionally, I submitted documentation showing that a separate dispute involving the same seller and same underlying issue was reviewed through XXXX and resolved in my favor as item not as described. That dispute involved another phone purchased from the same seller during the same time period. My concern is not only the denial itself, but the apparent inconsistency and lack of transparency in the investigation process. I do not believe all submitted evidence and supporting documentation were properly considered, and I was not provided with a clear or consistent explanation regarding how the final determination was reached. I am requesting that Citibank/XXXX XXXX Credit Card reopen and conduct a thorough review of this dispute, including the XXXX Executive Relations correspondence , seller communications, appeal documents, and additional supporting evidence already provided.

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