Consumer complaint received 2025-10-23 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: GA

Complaint narrative:
I am filing a complaint against Citibank regarding a mishandled credit card dispute involving XXXX XXXX. On XX/XX/year>, I rented a vehicle from XXXX at XXXX XXXX XXXX XXXX Upon arrival, XXXX charged me an additional {$12.00} without explanation. I was also given the wrong vehicle, which had been assigned to another customer at the same time, causing confusion and delay. When I returned to the counter, I was issued a second vehicle that had not been cleaned and still contained personal property from the prior renter. 

On XX/XX/year>, I contacted XXXX customer service to report the issues. An XXXX representative acknowledged the inconvenience and promised a partial refund for half a day 's rental. I was told by multiple XXXX agents over several follow-up calls that a refund had been issued to my Citi card . However, no refund was ever received. 

I disputed the charge with Citibank because XXXX failed to provide the agreed refund. Citibank later closed the dispute in favor of XXXX, stating that services were provided as intended, which is factually incorrect. In addition, Citibank claimed in a letter that they had previously requested necessary information from me and never received a response. This is false. At no point did Citibank contact me to request documentation or allow me to submit my evidence. I was never given an opportunity to submit audio recordings, emails, or correspondence with XXXX proving that a refund was promised and never processed. 

I contacted Citi through live chat and phone to appeal the decision, and I asked multiple times for the dispute to be reopened. I was told the case could not be reopened and that I needed to contact the merchant directly, even though I had already attempted to resolve the matter with XXXX for over a month without success. 

I have : -Audio recordings of XXXX representatives confirming that a refund was issued. 

-Call logs and emails to XXXX following up for the missing refund. 

-Proof that no refund has ever posted to my account. 

-Proof that the dispute was closed without an investigation and without allowing me to submit my evidence. 

My concerns : Citibank did not conduct a fair dispute investigation. 

Citibank closed the dispute based solely on a booking receipt from XXXX, which does not address the fraudulent or misleading refund issue. 

I was denied my right to submit documentation, which violates dispute investigation standards. 

Citibanks letter falsely claims I failed to respond, which is not true. 

I am requesting : -That Citibank reopen the dispute. 

-That Citibank review my evidence. 

-That Citibank contact XXXX for refund verification instead of relying on a booking receipt that does not resolve the actual issue. 

-Assistance in recovering the refund XXXX promised but never provided. 

I have made every good faith effort to resolve this directly with XXXX and Citibank. Citibank has mishandled this dispute and is attempting to close the case without due process or proper investigation. I am requesting CFPB assistance. 

Case : 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