Consumer complaint received 2026-07-15 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: AZ

Complaint narrative:
I am filing this complaint against Citibank because they have failed to credit my account for a merchant refund, and their customer service has trapped me in an unresolved loop despite more than five ( 5 ) distinct phone calls, and a written Formal Billing Dispute for Missing Merchant Refund, to their dispute department. On XX/XX/year>, I made a purchase at XXXX totaling {$580.00}. I later returned the item ( s ). On XX/XX/year>, XXXX successfully processed a return and issued a refund back to my Citibank card ending in XXXX. See Exhibit # 1. XXXX has provided me with official documentation proving the refund was sent back to my account, including the Acquirer Reference Number ( ARN )/ Order number : XXXX XXXX. See Exhibit # 1. Despite XXXX releasing the funds of {$580.00}, see Exhibit # 2, Citibank has failed to credit my account balance. I have contacted Citibank 's dispute line more than five times. Each time, front-line phone agents fail to escalate the issue or investigate the missing credit network route, leaving the matter completely unresolved. The evidence showed that Citibanks investigation was failed. Citibank dispute department was confused about the item purchased on XX/XX/year> with the amount of {$560.00}. Therefore, Citibank concluded that the item purchased on XX/XX/year>, {$580.00}, was a duplicate of the item purchased on XX/XX/year>, {$560.00}, which also was a return. Citibank then issued a letter, on XX/XX/year>, stating that the amount of {$580.00} was a duplicate credit ( of the amount of {$560.00} ). See Exhibit # XXXX. Based on the conversion during various dispute conversations, I discovered that Citibank, was confused and misunderstood between the two refunds above during Citibanks investigation. Citibank decided to return the {$580.00} credit back to XXXX due to duplication. After more callings to dispute, I discovered that Citibank was working with XXXX for the differences amount, and XXXX only credited back {$19.00} ( $ XXXX $ XXXX {$19.00} ). Citibank accepted the credit of {$19.00} from XXXX, and Citibank closed the case without our knowledge. See Exhibit # 4. After the Formal Billing Dispute for Missing Merchant Refund, on XX/XX/year>, Citibank issued a letter stating that XXXX is unwilling to issue a credit to me. See Exhibit # 5. The root cause of the issue here is that ( XXXX ) Citibank failed the investigation, ( 2 ) Citibank returned the original XXXX refund of {$580.00} back to XXXX due to duplicate ( wrong assumption during Citibank investigation ), ( 3 ) Citibank accepted the credit of {$19.00} instead of the full amount of {$580.00}, and ( XXXX ) XXXX is unwilling to issue a full credit because Citibank already said to XXXX that it was a duplicate and Citibank already accepted {$19.00} to close the case prior my knowledge. Therefore, due to Citibank failures, I am requesting that Citibank 's Senior Executive Resolution Team trace this merchant credit using the attached supporting documents and manually apply the remaining of {$560.00} ( XXXX XXXX XXXX XXXXXXXX XXXX ) credit to my account immediately.

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