Consumer complaint received 2026-07-14 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: OH

Complaint narrative:
I am submitting this complaint regarding Citibank 's handling of an unauthorized credit card transaction and what I believe was an inadequate fraud investigation. 

On XX/XX/year>, two unauthorized XXXX transactions were posted to my Citibank credit card account ending in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  for {$180.00} XXXX XXXX XXXX XXXX XXXXXXXX XXXX for {$240.00} Both transactions occurred on the same date and appear to have been part of the same fraudulent activity. 

I promptly reported both charges to Citibank as unauthorized transactions and disputed them. Following its investigation, Citibank determined that the {$240.00} transaction was fraudulent and removed it from my account. However, Citibank simultaneously determined that the {$180.00} transaction was legitimate and reinstated that charge to my account. 

Citibank based its determination regarding the {$180.00} transaction on information provided by XXXX. However, the information relied upon by Citibank does not belong to me and does not establish that I authorized the transaction. The merchant documentation contains a telephone number, email address, delivery address, and other identifying information that are not mine and have never been associated with me. 

I am a XXXX retiree and have lived in the same condominium for nearly 40 years. I have no relationship with the listed delivery address, no connection to the people involved in the transaction, and no ties to the location where the goods were delivered. I did not receive any merchandise, services, or benefit from this transaction. 

The transaction in question was an online purchase and not an in-person card-present transaction involving my physical credit card, chip verification, or signature. The fact that the transaction received an authorization code only establishes that the credit card account approved the purchase request. It does not establish that I authorized the transaction. 

Citibank has never explained how it concluded that one XXXX transaction occurring on the same date and under the same circumstances was fraudulent while another XXXX transaction from the same apparent fraud event was legitimate. This inconsistency calls into question the adequacy of Citibank 's investigation and decision-making process. 

Prior to filing this complaint, I made repeated attempts to resolve this matter directly with Citibank. Those efforts were unsuccessful. I was unable to obtain a meaningful explanation regarding the differing treatment of these two related transactions or a mechanism to provide additional information for reconsideration of the denied claim. 

I am hard of hearing and found Citibank 's dispute process extremely difficult to navigate. Citibank did not provide an effective online mechanism to challenge the results of its investigation or submit additional information for reconsideration. Instead, I was required to repeatedly communicate through customer service channels that proved ineffective and frustrating given my hearing limitations. 

As a result, I have been left responsible for an unauthorized charge despite the lack of evidence connecting me to the transaction and despite Citibank acknowledging that another related XXXX  charge from the same incident was fraudulent. 

I respectfully request that Citibank reopen its investigation into the {$180.00} XXXX transaction, remove the charge from my account, reverse any associated interest or fees, and provide a written explanation for the basis upon which it determined that one XXXX transaction from this incident was fraudulent while the other was not.

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