Credit card -- Problem with a purchase shown on your statement -- Complaint #17992495
Complaint Overview
Complaint ID: 17992495
Company: Citibank, N.A.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Florida
ZIP Code: 33634
Date Received: 2025-11-29T12:00:00-05:00
Date Sent to Company: 2025-11-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Citi closed my dispute without completing a proper investigation. They repeatedly claimed the funds were returned to the merchant bank on XX/XX/XXXX, yet provided no trace, no XXXX, no transaction record, and no evidence of refund. The merchant also stated they never received any funds. Citi sent XXXX letter to the merchant and received no response, yet closed the case anyway. A dispute can not be closed without merchant documentation. This violates XXXX chargeback investigation rules and standard banking procedures. I specifically requested : Proof of refund XXXX / transaction trace Merchant documentation Merchant-bank confirmation Evidence of communication Citi provided none of these and simply told me to go deal with the merchant, which is unacceptable and improper under dispute resolution rules. I am requesting a full reinvestigation, escalation to a supervisor, release of all documentation under my rights, and reopening of the dispute. I also request CFPB oversight, as Citi is ignoring repeated requests and forcing the consumer to chase the merchant for a transaction the bank claims to have refunded. I will not pay this amount. This dispute must be resolved properly.
Frequently Asked Questions
What is Complaint #17992495 about?
Complaint #17992495 was filed against Citibank, N.A. regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2025-11-29T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.