Consumer complaint received 2026-06-12 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: MI

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX, MI XXXX XX/XX/year> Citibank , N.A . Office of the XXXX XXXX. XXXX XXXX XXXX XXXX, SD XXXX RE : Response to Executive Response Team Letter Dated XX/XX/year> Account Ending in XXXX CFPB Case Nos. XXXX and XXXX To Whom It May Concern : Iacknowledge receipt of Citibank 's XX/XX/year> response concerning my complaints regarding the {$500.00} ACH withdrawal, the delayed refund requests, the resulting financial hardship, and related account issues. I respectfully disagree with several conclusions contained in Citibank 's response and submit this correspondence to preserve my position regarding the unresolved issues that remain. First, Citibank 's response focuses primarily on the assertion that I previously agreed to a {$500.00} payment and that the payment was subsequently resubmitted after being returned by my financial institution. However, Citibank 's response does not address the substance of my repeated complaints concerning the handling of my requests after the payment was processed, the delays surrounding my refund requests, the communications I received from various representatives, and the financial consequences that resulted while this matter remained unresolved. Second, Citibank states that refund requests were submitted but were not automatically processed because my account balance exceeded the established revolving credit limit and returning the funds would have caused the balance to further exceed that limit. This explanation raises additional concerns because Citibank simultaneously retained the disputed funds while citing account-limit considerations as a basis for declining the requested refund. Regardless of Citibank 's position regarding the underlying payment authorization, the continued retention of the funds contributed to substantial financial hardship. The delay affected my ability ot meet ordinary financial obligations and contributed ot financial consequences far exceeding the amount of the original transaction. Third, Citibank 's response confirms that it continues to decline my requests for the return of the {$500.00} that was withdrawn from my bank account. Although Citibank characterizes the transaction as an authorized payment, the practical result remains that Citibank has retained the 1 {$500.00} despite my repeated requests for its return and despite the significant hardship that has resulted from the continued retention of those funds. Citibank further states that my refund requests were submitted but could not be automatically processed because my account balance already exceeded the established revolving credit limit and returning the funds would have caused the balance to further exceed that limit. However, XXXX the same response, Citibank states that it has no record of my revolving credit limit being decreased. These statements appear difficult to reconcile and raise additional questions regarding the status and history of my account 's available credit during the dispute period. If the return of the disputed {$500.00} would have caused the account to exceed its assigned credit limit, then there must have been some account condition, limitation, credit-line determination, account- management action, or account restriction that prevented the refund from being processed. Accordingly, I respectfully request that Citibank provide the complete history of my account 's credit limit, available credit, credit-line reviews, risk assessments, account-management actions, account restrictions, and any other records that explain why the refund was denied or delayed on the basis that the account would exceed its assigned credit limit. At present, Citibank 's response appears to rely upon two positions simultaneously : first, that the refund could not be processed because returning the funds would cause the account to exceed its assigned credit limit, and second, that there was no decrease XXXX the account 's revolving credit limit. I respectfully request documentation sufficient to explain and reconcile these positions. Regardless of Citibank 's characterization of the payment history, the fact remains that the requested refund of the disputed {$500.00} was never provided. As a result, I have been deprived of the use of those funds for an extended period of time, contributing ot financial hardship, additional expenses, adverse financial consequences, and damages that substantially exceed the amount of the original transaction. For these reasons, I continue to dispute Citibank 's refusal to return the {$500.00} and respectfully request acomplete writen explanation, supported by account records, regarding the basis for denying the refund and the account conditions Citibank contends prevented the return of the funds. XXXX, XXXX XXXX XXXX inquiry. As documented in my supplemental complaint : XXXX ( Collections Department ) advised that she could not assist me and transferred me to XXXX XXXX the Security Department. XXXX XXXX likewise stated that she could not assist me and transferred me to an extension where no representative was available. Approximately one hour later, I again contacted Citibank and spoke with Raven ( Collections Department ), who transferred me to XXXX XXXX Customer Service Department ). XXXX advised, in substance, that I should " pay your past due amount ; that is what the letter is for. '' I continue ot maintain that this response was inconsistent with the language of Citibank 's XX/XX/year> correspondence, which stated that Citibank had received my inquiry and requested that I contact the company so that an agent could assist me regarding my account. To date, Citibank has not explained why multiple representatives were unable ot assist me, why I was transferred ot an unavailable extension, or why the issues raised XXXX my inquiry were not addressed during those calls. XXXX, Citibank 's response does not address the broader customer-service concerns raised XXXX my complaint, including the repeated transfers between departments, inconsistent information provided by representatives, and the lack of meaningful assistance despite Citibank 's express request that I contact the company. Additionally, Citibank 's response does not address the financial hardship caused by the continued retention of the disputed funds, the inability to access those funds for ordinary living expenses, the resulting over-limit status of the account, the adverse credit-related consequences associated with the account, or the damages that have accumulated during the period this mater has remained unresolved. Although Citibank has declined my request for reimbursement, compensation, correction of credit reporting, and return of the disputed funds, I respectfully request that this response be added to my complaint file and that Citibank preserve al relevant records, including : Call recordings ; Collection records ; Account notes ; Dispute investigation records ; ACH transaction records ; Credit-limit review records ; Credit-line history records ; Risk assessment records ; Executive Response Team records ; Internal communications concerning my complaints ; and Records relating to CFPB Case Nos. XXXX and XXXX. I further request written clarification concerning : 3 .1 The precise basis for denying the refund request. 2. The complete history of the account 's credit-limit status during the dispute period. .3 Any account-management action, credit-line review, risk assessment, restriction, or limitation that prevented the refund from being processed. 4. The reason multiple representatives were unable to assist me after Citibank instructed me 5. Whether the calls described in my supplemental complaint have been reviewed 6. Whether Citibank maintains recordings of those calls and wil preserve them. 7. Why Citibank contends that the refund would have exceeded the account 's assigned credit limit while simultaneously asserting that no credit-limit decrease occurred. Thank you for your attention ot this matter. I respectfully request that this correspondence be included as part of the official record relating ot my complaints and that Citibank provide a complete written response addressing each issue raised herein. Sincerely. XXXX XXXX XXXX Account Ending in 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 explanation