Consumer complaint received 2026-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIBANK, N.A.
State: CT

Complaint narrative:
Company : Citibank , N.A . 
Issue : Unauthorized/continued recurring billing, tokenized rebilling, failure to provide access to statements, impairment of dispute rights, credit reporting harm SS # Ending : XXXX Summary of Complaint For more than four years I have been unable to stop recurring charges from multiple merchants on my Citi XXXX credit card, despite taking every consumer action available to me to block billing, revoke authorization, have new cards issued, locking the card, and change credentials. 

Citi continued to supply updated payment identifiers to merchants through the Account Updater/ tokenization system after I changed cards, locked the card, revoked authorization, and requested suppression. 

This impaired my ability to exercise my rights under the Fair Credit Billing Act ( FCBA ), caused continued financial harm, increased utilization, and negatively impacted my credit. 

What Happened Beginning in approximately XXXX and continuing through XX/XX/XXXX, the following occurred : I repeatedly attempted to stop recurring billing by : locking the card requesting new card numbers revoking merchant authorizations disputing individual transactions requesting suppression of Account Updater Despite this, Citi continued to supply new card identifiers/tokenized credentials to merchants, allowing billing to continue without my consent. 

Merchants that continued to bill included ( examples, not exhaustive ) : XXXX ( recurring hosting ) XXXXt ( legal research ) XXXX XXXX XXXX XXXX XXXX ( auto-billing ) XXXX ( medical ) XXXX ( unrecognized ) XXXX ( unrecognized ) XXXX XXXX  ( no active subscription ) XXXX  ( no active subscription ) XXXX XXXX XXXX and others I never authorized ongoing billing for these merchants on this personal card, and some merchants confirmed I had no active subscriptions. 

Most Recent Proof of Ongoing Harm I went to make a payment after Citi said there will be no more charges and when I logged on I saw in XX/XX/XXXX that suppression and blocking would take effect, yet recurring merchants were again permitted to bill in XX/XX/XXXX, including : XX/XX/XXXX XXXX XXXX {$100.00} ( no active subscription ) XX/XX/XXXX XXXX XXXX XXXX {$140.00} XX/XX/XXXX XXXX {$9.00} XX/XX/XXXX XXXX {$21.00} XX/XX/XXXX XXXX {$9.00} XX/XX/XXXX XXXX XXXX XXXX {$69.00} These charges cleared after suppression was promised and after I again revoked authorization with merchants. 

Failure of Access to Statements & Records During this period, Citi also made it extremely difficult to dispute charges because : I was enrolled in paperless billing, but multiple historical statements disappeared from the online portal and to datye the online statement portal does not allow you to view statements new statements and history became unavailable after card number changes screen access only showed partial recent transactions This impaired my ability to : view charges identify fraud freeze merchants dispute charges within FCBA timelines mitigate utilization harm I ultimately had to manually reconstruct years of disputes because Citi could not ( or would not ) provide accessible historical statements in a timely manner. 

Regulatory Harm The harm was not limited to the unauthorized charges themselves. Citis conduct caused : forced utilization increases, triggering credit score decline ( dropped XXXX points ) interest charges on unauthorized billing continuation of charges after revocation of authorization administrative burden to identify unauthorized merchants impairment of FCBA dispute rights due to missing statements credit reporting damage caused by utilization driven entirely by continued unauthorized billing and delayed dispute ability XXXX disputed total : {$8600.00} XXXX disputed total : {$4000.00} Finally my Credit score declined from XXXX to XXXX due to utilization created by charges I could not stop.

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