Consumer complaint received 2026-03-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CITIBANK, N.A.
State: CO

Complaint narrative:
Subject : Dispute of Late Fees, Billing Errors, and Credit Reporting Impact Citi Credit Card I am submitting this complaint regarding the handling of disputed charges, associated late fees, and the resulting impact to my credit report by Citibank. In XX/XX/XXXX, I identified and reported several charges on my Citi credit card as fraudulent. All charges were from the same vendor ( XXXX XXXX XXXX As part of this process, my card was closed and a replacement card was issued. I had not actively used this card in several years and had only kept the account open to preserve my credit history. Initially, the charges were reversed. However, I later discovered that the charges were deemed valid and re-applied to my account without my clear understanding. After further investigation, I learned that my personal credit card, which was linked to my personal XXXX advertising account ( and that account is also connected to my employers business account ), was charged for business-related advertising expenses. As a result, these charges were incorrectly billed to my personal card. My card was never intended to be used for business expenses and was not set as a backup payment method. Over the past several months, I have contacted Citi multiple times per week to request that these charges be re-disputed and properly reviewed. During these interactions, I was repeatedly told that notes would be added to my account and that the matter would be escalated. Despite this, no meaningful resolution occurred, and I often had to re-explain the situation as if no prior communication had been documented. On several occasions, calls were disconnected without resolution. While this matter was under review, I refrained from making payments on the disputed balance, as I was waiting for Citi to complete its investigation. During this period, the following fees were assessed : {$29.00} late fee charged on XX/XX/XXXX {$1.00} interest charge on XX/XX/XXXX {$40.00} late fee charged on XX/XX/XXXX ( later reversed ) {$2.00} interest charge on XX/XX/XXXX ( later reversed ) I contacted Citi to request removal of the late fees, as they were incurred during an active dispute. Citi agreed to remove the XXXX late fee but declined to remove the XXXX late fee. I also requested the option to instead pay the XXXX late fee and have the XXXX late fee refunded ( which ultimately would have been more costly on my end ) in order to prevent negative credit reporting, but this request was denied. On XX/XX/XXXX, at approximately XXXX XXXX MT, I spoke with a Citi representative who confirmed that a request would be submitted to remove the XXXX late fee and that I would receive an update by XX/XX/XXXX. When I followed up on XX/XX/XXXX, I was informed that no such request was on file, and assistance was again refused. Although I have since paid the account balance in full, the unresolved XXXX late fee resulted in a significant negative impact to my XXXX XXXX, which dropped by over XXXX points. Prior to this incident, I maintained an excellent credit history with a score above XXXX and no late payments in several years. This situation was not due to negligence, but rather the result of billing errors, unclear dispute handling, and inconsistent communication from Citi. Had I been aware that the dispute would not be resolved appropriately, I would have paid the balance immediately to avoid damage to my credit. Resolution Requested : I respectfully request the following : -Removal of the XX/XX/XXXX late fee and associated interest charges ( I am happy to pay the difference for the XXXX late fee/interest charges to avoid an impact to my credit score ). Why do I want these switched? Because the late fee refunded is still within the 30 day grace period where it would have no impact to my credit score -Correction of any negative credit reporting related to this issue -Confirmation that my account reflects accurate and fair handling of this dispute I am willing to provide documentation of my communications with Citi, including dates and details of prior calls, to support this claim. Thank you for your time and assistance in resolving this matter. Sincerely, XXXX XXXX

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