Consumer complaint received 2026-01-27 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: CA

Complaint narrative:
I have written numerous times to the credit card company. 
Description of Complaint I am submitting this complaint regarding a disputed credit-card transaction involving the purchase of a necklace that was represented as an authentic XXXX XXXX XXXX XXXX XXXX XXXX XXXX but which was later determined to be non-authentic and counterfeit. 

This dispute concerns the credit-card issuers failure to comply with its obligations under the XXXX XXXX Billing Act ( FCBA ), XXXX XXXX. XXXX, and Regulation Z, XXXX C.F.R. XXXX. 

XXXX and XXXX I purchased the necklace based on the explicit representation that it was a genuine XXXX XXXX XXXX XXXX XXXX necklace. The purchase price reflected the market value of an authentic luxury item. Had the item been accurately described, I would not have agreed to the transaction. 

After receiving the necklace, I identified material discrepancies in craftsmanship, materials, and overall quality when compared to authentic XXXX XXXX XXXX XXXX XXXX necklaces. 

XXXX XXXX XXXX independent professional examination and photographic comparison was conducted against an authentic XXXX XXXX XXXX XXXX XXXX necklace. That examination concluded that : The item is not an authentic XXXX XXXX XXXX XXXX XXXX necklace ; The item is a copy of the protected XXXX design ; and The item was not manufactured, authorized, or sold by XXXX XXXX XXXX XXXX. 

The conclusion was based on objective and observable differences, including motif shape and proportions, bead ( perle ) detailing, surface finish, chain construction, and overall craftsmanship. 

Actions I Have Taken I have acted diligently, promptly, and in full compliance with my obligations under the XXXX, including : Timely Notice of Billing Error I notified my credit-card issuer in writing of a billing error involving goods that were not as described and materially misrepresented, within the time period required by XXXX U.S.C. XXXX ( a ). 

Submission of Supporting Documentation I provided written documentation and photographic evidence demonstrating that the item is counterfeit and not the product that was represented at the time of sale. 

Full XXXX with the XXXX I responded promptly to all requests from the issuer for additional information and complied with every procedural requirement imposed by the issuer. 

Continued Follow-Up I followed up repeatedly after extended delays and after the issuer failed to resolve the dispute within the statutory investigation period. 

Credit Card Issuers Failures Despite my compliance and the clear evidence provided, the credit-card issuer failed to satisfy its statutory obligations, including : Failure to Conduct a Reasonable Investigation, as required by XXXX U.S.C. XXXX ( a ) ( XXXX ) and XXXX C.F.R. XXXX ( f ) ; Failure to Correct a Billing Error involving goods that were materially misrepresented and not delivered as agreed, in violation of XXXX XXXX. XXXX ( b ) ( XXXX ) ; XXXX XXXX or Denial of XXXX beyond the FCBAs maximum investigation period of XXXX billing cycles ( not to exceed XXXX  days ), as set forth in XXXX XXXX. XXXX ( a ) ( XXXX ) and XXXX C.F.R. XXXX ( c ). 

There is no legitimate factual dispute regarding authenticity. The evidence establishes that the item delivered was not the product represented at the time of sale. 

Harm and Requested Resolution As a direct result of the issuers violations of the XXXX and XXXX XXXX, I remain charged for a counterfeit item that I would not have purchased had it been accurately described. 

I respectfully request that the CFPB require the credit-card issuer to : Comply with XXXX U.S.C. XXXX and XXXX C.F.R. XXXX ; XXXX the charge for the counterfeit item ; Remove any interest, fees, or adverse account impact associated with this dispute ; and Ensure that its dispute-handling practices comply with federal law. 

I have acted in good faith, met every statutory requirement, and provided substantial evidence. The issuers continued failure to resolve this matter is unreasonable and has caused financial harm.

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