Consumer complaint received 2026-05-06 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: OR

Complaint narrative:
Issue : Incorrect billing and persistent refusal to credit account for a merchant-accepted chargeback. I have spoke to Citibank 11 times and a supervisor in the dispute center 8 times and assured this situation would be resolved in 7 to 10 business days starting XX/XX/year> to XX/XX/year>. Account Number : [ Ending in XXXX ] Case ID : XXXX Disputed Amount : {$160.00} What Happened : I am filing this complaint because Citibank is in possession of {$160.00} surrendered by XXXX XXXX but refuses to apply it to my balance. Despite multiple pieces of evidence showing the merchant accepted the reversal, Citibank continues to claim the dispute was " cancelled '' and that I must seek funds from the merchantfunds the merchant has already legally relinquished to Citibank. Evidence Timeline & Document Reference : XXXX. XX/XX/year> ( Ref : XXXX XXXX XXXX ) : XXXX XXXX issued formal confirmation ( Case # XXXX ) stating they " accepted the chargeback. '' This transferred the {$160.00} back to Citibank. XXXX. XX/XX/year> ( Ref : Citibank XXXX ) : Citibank issued a written " CONFIRMATION '' stating the {$160.00} credit was permanent and the case was resolved. XXXX. XX/XX/year> ( Ref : Citibank dispute XXXX ) : Citibank reversed the credit, claiming I " cancelled '' the dispute on XX/XX/XXXX. Cancellation of the dispute was only done after receiving an email from Citibank on stating ACTION REQUIRED after confirmation the from XXXX XXXX the refund was processed. XXXX. XX/XX/year> ( Ref : letter citi.pdf ) : Citibank provided an audit worksheet confirming they re-billed my account for the {$160.00}, resulting in a balance of {$270.00} for these charges. XXXX. XX/XX/year> ( Ref : Citibank XXXX ) : Despite being presented with the merchant 's proof of acceptance, Citibank issued a new " UPDATE '' repeating the erroneous claim that the dispute is closed due to user cancellation and stating they have " no further recourse. '' The Billing Error : This is a documented accounting failure. Citibank received the funds from XXXX XXXX on XX/XX/year>. By re-billing me for the same amount, Citibank is double-recovering. Their repeated refusal to acknowledge the merchants acceptance of the chargeback constitutes a violation of fair billing practices. This is a documented accounting failure. Citibank received the funds from XXXX XXXX on XX/XX/year>. By re-billing me for the same amount, Citibank is double-recovering. Their repeated refusal to acknowledge the merchants acceptance of the chargeback constitutes a violation of fair billing practices. All evidence has been submitted to Citibank and as of today XX/XX/year> conversation with Citibank they continue to insist that I contact XXXX XXXX for a refund and can not open another dispute or return the {$160.00} to my account.

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