Consumer complaint received 2025-08-03 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: MO

Complaint narrative:
We requested three chargebacks from Citi for complete sets of custom exterior doors and windows as well as a complete set of custom interior doors that were never completely delivered by the vendor XXXX XXXX XXXX. To date, some 15 months later, we are missing significant portions of these orders including missing two windows, operational hardware for a third window, hardware for four external doors as well as warranty replacement for two doors that have failed post installation. For the interior door order all doors were failing due to poor manufacture. In addition, we are still missing a cold wall door and frame, and three additional internal doors. 
As a result of our issues with XXXX XXXX XXXX, we initiated the charge backs totaling {$87000.00} including two payments of {$35000.00} ( charge back numbers XXXX and XXXX ) for the missing exterior doors and windows made XXXX XX/XX/XXXX and a chargeback for {$15000.00} ( chargeback XXXX ) for missing wood interior and external doors. Citi initially provided the chargebacks to our account, but then reversed the decision despite a preponderance of evidence that showed we were still missing the doors and windows. 

To illustrate how bad the chargeback process was with Citi, below is a timeline of events regarding contacting Citi for these chargebacks : XXXX XX/XX/XXXX : Dispute filed with Citi re : XXXX XXXX + Doors and Interior/Exterior Wood Doors Dispute Numbers : XXXX ( {$15000.00} ) XXXX ( {$35000.00} ) XXXX ( {$35000.00} ) XXXX XX/XX/XXXX : After not hearing from Citi for several months, I spoke at length with Citi and was told to submit additional documentation supporting our claim. Emailed Citi with the documentation supporting our claim. Did not receive a reply. 

XXXX XX/XX/XXXX : Contacted Citi Disputes Line for a status update. They said they would call back within XXXX hours. No callback received. 

XXXX XX/XX/XXXX : Contacted Citi Disputes Line for a status update. They said they would call back within XXXX weeks. No callback received. 

XXXX XX/XX/XXXX : Contacted Citi Disputes Line for a status update. They said they would call back within another XXXX weeks. No callback received. 

XXXX XX/XX/XXXX : Contacted Citi Disputes Line for a status update. They said they would call back within a week. No callback received. 

XXXX XX/XX/XXXX : Called Citi re : three open XXXX cases. Spoke to XXXX regarding no follow up calls from Citi despite being promised multiple call backs. No explanation of why nothing further had been processed. Gave me the Citi disputes direct phone number and transferred me to his manager, XXXX. After XXXX minutes on hold for XXXX while he investigated, the call was disconnected. 

Called again and spoke with XXXX who transferred me to his manager, XXXX. XXXX informed me there were no updates from the merchant or the investigator. Instructed me to phone in again in a couple of weeks. 

XXXX XX/XX/XXXX : Spoke with XXXX at Citi. She informed the team I needed an update on my claim. I was told I would receive an email in XXXX business days. I told XXXX I always get this response when calling and I never receive a call back from Citi. I asked to speak to her manager. She connected me with XXXX. XXXX will talk to her boss in the middle of next week and I should hear back then. XXXX told me that the chargebacks had been mishandled internally and that she was reclassifying them. She was also going to follow up with her manager to ensure these would be recharacterized. She said I would have a call back the following week with an update. I never heard back. 

XXXX XX/XX/XXXX : Phoned the credit dispute department to explain the issue and asked for emailed copies of dispute forms as they were not available online. The customer service rep said they would be emailed in XXXX business days. I asked to speak with a manager because the process in the last XXXX months has not been very good, to which she hung up the call. 

Called again and asked to speak to a supervisor. When the supervisor got on the line, he informed me that I should have spoken to IT, not him. I informed him I was calling to complain about being hung up on, but he shrugged it off. He informed me the previous customer service rep made false promises and that they could not email me the forms. He said he would transfer me to the IT department, but after XXXX minutes on hold the call was disconnected again. 

XXXX & XXXX XX/XX/XXXX : Emailed rebuttal to vendors response to our claim. Their response included multiple false statements and claims. Provided extensive documentation showing the repeated mistakes and delays made by the vendor and detailing the materials that we still had not received despite having paid for them a year prior. 

XXXX XX/XX/XXXX : Emailed a second rebuttal to vendors response to our XXXX & XXXX XXXX submission. Called out numerous false statements and claims made by the vendor and provided additional documentation to support our claim of missing materials and delay costs. 

Called Citi and spoke with XXXX. Informed him I had sent in all the documents supporting our claim and refuting vendors claim that they had delivered all the items ordered. 

XXXX XX/XX/XXXX : Called Citi and spoke with XXXX. Call dropped after XXXX minutes. 

Called again and spoke with XXXX. He confirmed receipt of our three dispute documents and said they would revert within XXXX business days. We never heard back. 

XXXX XX/XX/XXXX : Called Citi and spoke with XXXX. He informed me that Citi had not read our dispute documents dated XXXX XX/XX/XXXX. He stated that our case would be reopened within XXXX business days with full credit. This never happened. 

XXXX XX/XX/XXXX : Called Citi and spoke with XXXX. I asked to speak to a manager, but he initially refused. I let him know that we had received the vendors response to our claim, but that it did not appear to address the rebuttal letter dated XXXX XXXX nor our letters dated XXXX and XXXX XXXX. We were told on XXXX XXXX that our case was being reopened but never was. We followed up XXXX and XXXX XXXX and were told both times it would be reopened, but it wasnt. Today we received a letter that our claim had been closed. 

XXXX transferred us to a manager, XXXX. He informed us that nothing could be done and the claim was closed. 

XXXX transferred us to XXXX, who sent all three claims to arbitration. She told us we would hear back in XXXX business days. This never happened. We did not hear back from XXXX or anyone from Citi and the arbitration process was never opened. 

XXXX XX/XX/XXXX : Spoke with XXXX. He informed us we will hear back in XXXX business days from XXXX XXXX regarding arrbitration. Asked to speak with a supervisor as this pattern has continued for over a year. Spoke to XXXX the supervisor. She said we would hear back in writing Monday XXXX XX/XX/XXXX in writing. Told to be patient. 

XXXX XX/XX/XXXX : Received the following from Citi : Upon review of the information provided in this dispute, we find that we are unable to assist further. Unfortunately, the merchant has not agreed to accept your credit request, therefore, we can not continue with your dispute. 

We have exhausted all options to try to get your funds returned. If you wish to continue this dispute, please, contact the merchant directly. 

We now consider this investigation complete. 

Sincerely, Customer Service Team XXXX XX/XX/XXXX : Spoke with XXXX who said they had exhausted all resources at her level and that I needed to speak with a manager. Waited on hold XXXX min for assignment when he joined the call disconnected. 

Called back and asked to speak with a managers. Connected to XXXX who told us we should send a letter to the Office of the President, explaining our case and asking to get the claim reopened. He gave us the mailing address. 

XXXX XX/XX/XXXX : Mailed ( via certified XXXX ) a letter and supporting documentation to Citis Office of the President, including the documentation that we had previously sent to Citis dispute department.

XXXX XXXX XXXX : Contacted Citi Disputes Line for a status update. 

Contacted Citi Executive Response Unit for a status update. Was told someone would get back to us within XXXX hours. No callback received. 

XXXX XX/XX/XXXX : Phoned Citi executive response unit and spoke with XXXX. I explained our situation in detail. She assigned someone named XXXX to our case and said I should hear back in XXXX business days. No callback received. 

XXXX XX/XX/XXXX : Contacted Citi Disputes Line and Citi Executive Response Unit for an update. Was told someone would call me. 

XXXX XX/XX/XXXX : Have not received a call back from XXXX. Phoned executive team and spoke to XXXX for XXXX minutes. Received excuses. XXXX claimed XXXX phone was not working so put me on hold, then said she would call back later. I said no no one ever calls back later I will wait. XXXX then transferred me to XXXX. XXXX said XXXX was not truthful about a two day call back. Later in the call she contradicted and said she was planning on calling back later. Explained the process. XXXX stated she never read the docs and would forward them to someone else to review. Said I would get a call back in 15 days from her. 

XXXX XX/XX/XXXX : Contacted Citi Executive Response Unit for an update. Received a letter from Citi which gave us a number for XXXX to contact to resolve the problem. 

When a disputed charge occurs, Citibank, as the issuing bank of your credit card, can attempt to intervene on your behalf by returning the charge to the merchants bank ; however, specific criteria must be met, and documentation must be provided to substantiate the request for credit and the merchant then has the opportunity to substantiate their claim [ we had submitted extensive documentation supporting our claim, but this appear to never have been reviewed by Citi ]. The merchant declined our request for credits stating that you are still in possession of the merchandise, the doors, and windows, which were installed in your home. We previously contacted the merchant, in an attempt to assist you further, and they explained that you would need to contact their corporate office at XXXX. As we are unable to assist you further, you will need contact the merchant directly or seek other means, in order to obtain credit for these charges. 

When we called the number but it was out of service. I called XXXX XXXX but they told us that they could not resolve the problem. 

Citi have washed their hands of the dispute despite us failing to receive the merchandise after nearly 16 months after paying the vendor XXXX XXXX XXXX in full.

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