Consumer complaint received 2025-03-03 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Subject : Formal Complaint Against Citi Bank Regarding Fraudulent Dispute Handling Dear Consumer Financial Protection Bureau, I am writing to formally lodge a complaint against Citi Bank regarding their mishandling of a fraudulent dispute filed by one of their customers, XXXX XXXX ( Account Number : XXXX ), dated XX/XX/XXXX. 

The customer falsely claimed that they did not receive their wedding invitations ; however, the product ordered was a digital wedding invitation, which was delivered in full as per the agreement. Supporting evidence, including proof of delivery, is attached. 

Following the initiation of this dispute, Citi Bank was contacted via the XXXX XXXX XXXX XXXX XXXX XXXX Online Complaint Management System on XX/XX/XXXX under complaint number # XXXX ( XXXX  response code : XXXX ). Citi Bank requested supporting documentation, which we duly submitted, including proof of delivery and verification of the digital transaction. The submission was made via email, and all relevant evidence is attached ( Exhibit B ). 

Despite providing Citi Bank with clear and irrefutable proof that the customer 's dispute was fraudulent, Citi Bank has failed to act responsibly and has wrongfully favored the fraudulent claim. This conduct not only constitutes negligence but also violates federal financial and consumer protection laws, including but not limited to : The Electronic Fund Transfer Act ( EFTA ) - 15 U.S.C. 1693 et seq.

Citi Bank is obligated to investigate disputed transactions fairly and in good faith before reversing funds. Their failure to properly evaluate the evidence constitutes a breach of these obligations.

Regulation E ( 12 CFR 1005.11 ) Under this regulation, financial institutions must conduct a reasonable investigation before determining the outcome of a dispute. The failure to consider submitted evidence in a digital transaction undermines the integrity of the dispute resolution process.

The Fair Credit Billing Act ( FCBA ) - 15 U.S.C. 1666 et seq.

The law requires creditors to resolve billing disputes fairly and promptly. Citi Bank 's disregard for the documented proof of delivery violates their duty under FCBA, thereby enabling fraudulent chargebacks.

Consumer Financial Protection Act ( CFPA ) - 12 U.S.C. 5531 Citi Banks failure to properly investigate and their unjustified support of fraudulent claims constitute an unfair, deceptive, or abusive act or practice ( UDAAP ) under CFPA.

Citi Banks actions not only result in financial harm to merchants but also set a dangerous precedent for fraudulent disputes. Therefore, we urge the Consumer Financial Protection Bureau ( CFPB ) to take immediate legal action against Citi Bank for failing to comply with federal laws and for aiding in fraudulent chargeback activity.

We request the CFPB to : Conduct an investigation into Citi Bank 's dispute-handling practices. 
Impose necessary sanctions or penalties for their failure to follow regulatory obligations. 
Mandate Citi Bank to reverse the wrongful chargeback and reinstate the transaction.

Thank you for your prompt attention to this matter. Please confirm receipt of this complaint and provide information on the next steps in the investigation process. 

Sincerely, XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX 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