Consumer complaint received 2025-12-30 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: MN

Complaint narrative:
XXXX XXXX XX/XX/XXXX and XX/XX/XXXX I had XXXX fraud charges on my credit card. It took me XXXX months to get the charges reversed as they kept telling me they would take care of it but on their report it would say the case was closed. Both charges were for {$210.00} but they were with different companies and were in different cities. The fraud department and the dispute center would keep sending me to the other department and then I would be told it would be taken care of and I should see a credit within XXXX days but nothing ever happened. They kept passing the buck. They told me that they would reduce the charges if I paid them. Why would I pay for charges that I did not make. 

I changed the automatic charges that were on the card to other credit card companies and on XX/XX/XXXX called to cancel the card. They told me I had to talk to a supervisor in order to cancel. He didn't want me to cancel the card and when on about how long I had the card and I paid all my charges on time and how they didn't want to lose me. He told me that if I spent {$1000.00} within XXXX days that they would credit me {$95.00} and give me additional Thank you Points. I had told him I didn't want to pay the membership fee. He said this would take care of it so I wouldn't have to pay it. I foolishly believed him. 

I never received the credit even though they charged me for the membership fee in XXXX. ( In XXXX I was in the hospital having a XXXX removed for XXXX. ) I spent well more than double the {$1000.00} within the XXXX days. I called on XX/XX/XXXX asking as to when I was going to receive the {$95.00} credit and the thank you points. I was told they were not going to credit it as they now said I would of needed to spend {$1000.00} per month for XXXX months in order to receive the credit. They also told me that if I would of called XXXX  days earlier that they would of credited the XXXX XXXX. They were going to refer it farther at the end of the conversation. 

On XX/XX/XXXX I submitted a complaint to the Attorney General of Minnesota. On XX/XX/XXXX I received a response from the Attorney General that they had a case file XXXX and had contacted Citi concerning the complaint. They also told me to contact you organization at that time. I had hoped that this would have been resolved shortly but it wasn't. 

I also sent an email to Citi on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 

On XX/XX/XXXX I received and email from Citi with their reference number of XXXX stating that I should have a response within XXXX calendar days. They did not respond in the time that they stated. 

Knowing the problems I had in XXXX and XXXX I did not expect a response back from them shortly as they like to pass the buck in their organization. 

They made me promises to get me to keep the card that they did not abide by. I would never of kept the charge card if I would of felt I would be charged the Membership Fee. I wanted to cancel the card when I called on XX/XX/XXXX and he worked hard to get me to not cancel it. And then they changed the rules. They can say what they want now and can change anything they want for recordings or anything with AI. 

They are spending more money having people look into this than if they would of just credited me the {$95.00} as promised. Citi must be in financial problems to be lying to get another {$95.00} out of a customer. I have cancelled the card and had paid all but the {$95.00} on the card. 

I went out and looked at Citi 's reviews and was amazed. XXXX XXXX XXXX holds a XXXX rating on Citi XXXX fueled by thousands of complaints regarding billing and service. XXXX has a score of XXXX stars out of XXXX. I read complaints people had out there with the same problem I had in XXXX and XXXX where false charges were on the account and they did not want to resolve them just wanted the customer to pay. 
They have no customer service. They just want the customer to pay them for anything and everything. I have never seen anything like this. Most companies will work with a customer to make it right. 

After reading all the negative complaints and seeing the XXXX  rating I went ahead and put in to pay the {$95.00} today. I have been losing sleep over this and with my XXXX that is not good. I would still like to be reimbursed for the {$95.00} but doubt that will ever happen as Citibank is a rotten company.

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