Consumer complaint received 2026-05-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIBANK, N.A.
State: MN

Complaint narrative:
XXXXFinancial Institution:Bank: Citibank, N.A.Account Type: Credit Card (Citi XXXX XXXXAccount Number Ending In: XXXXSubject: Violation of the Fair Credit Billing Act (FCBA) Failure to Conduct a Reasonable Investigation, Improper Fee and Interest EscalationComplaint Narrative:I am filing this formal complaint against Citibank for systematic billing errors, failure to conduct a meaningful dispute investigation under the Fair Credit Billing Act (FCBA), and predatory calculation of interest rates and late fees following a merchant dispute.On an ongoing basis, an erroneous charge of XXXX from XXXX was applied to my account. I formally disputed this charge on the grounds of fraud/unauthorized billing. I explicitly requested that the merchant produce an actual itemized bill, receipt, or a signed service agreement proving I authorized or used these services. XXXX failed to produce this.Citibank paused the charge for approximately two months. However, upon receiving automated, non-itemized metadata from XXXX, Citibank summarily denied my chargeback within a single day. No human review was conducted. I immediately contacted Citibank to request a secondary review and explanation. I withheld payment for exactly 24 hours while waiting for a supervisor to confirm that a re-investigation would take place. I then made a good-faith payment of the minimum amount due.Despite my good-faith payment and the verbal assurance that the matter was being reviewed, Citibank issued a denial letter just three days later, proving the review was rejected almost instantly. Because of this single-day delay caused by their confusing dispute process, Citibank hit my account with a XXXX late fee in XXXX.Furthermore, Citibank's subsequent billing mathematics are punitive and non-transparent:In XXXX, despite making a $XXXX payment, I was hit with an additional XXXX late fee.Citibank began splitting my interest rates between 27.49% and a penalty rate of 28.49%.In May, despite making zero new purchases and paying down the total balance by XXXX, Citibank arbitrarily shifted my higher-interest balance (at 28.49%) from XXXX up to XXXX. They reduced my lower-interest balance (at 27.49%) from XXXX to XXXX.Citibank is manipulating payment allocations and utilizing aggressive Average Daily Balance (ADB) calculations to penalize me for trying to understand an unverified merchant charge. They have failed to provide the merchant verification required to validate a disputed debt.Requested Resolution:A complete merchant audit forcing XXXX to supply an actual, signed receipt or service agreement for the XXXX charge, or a permanent reversal of the charge.Complete removal and refund of all dispute-related late fees (XXXX total).A formal correction and recalculation of the XXXX and XXXX interest charges, moving all balances back to the standard 27.49% rate. CFPB won't allow me to alter my phone number unless I call between XXXX and XXXX min through Friday for whatever reason this seems like an arbitrary step meant to deter a complaint or to claim that the incorrect information is on file while allowing me to alter other information prior to submitting such a report. This makes no sense my new phone number is 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