Credit card -- Problem with a purchase shown on your statement -- Complaint #18126946
Complaint Overview
Complaint ID: 18126946
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: XXXXX
Date Received: 2025-12-03T12:00:00-05:00
Date Sent to Company: 2025-12-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In XX/XX/year>, I was the victim of a scam involving criminals impersonating XXXX XXXX. I initially booked a legitimate XXXX ticket for {$1800.00} on my Citi card. On the day of travel, I could not check in my minor children online and searched XXXX for XXXX customer service number. I unknowingly reached scammers who claimed my childrens booking had failed and demanded a second payment of {$2000.00} to fix the reservation, promising refunds. They emailed me a fake confirmation from a non-XXXX XXXX email address. After my trip, the real XXXX XXXX confirmed : They never received the {$2000.00}. They never spoke to me that day. My childrens original booking was valid all along. The second charge was not associated with them. This means the {$2000.00} charge did not go to the merchant shown and was an unauthorized fraudulent transaction. Citi has repeatedly misclassified this as a dispute instead of fraud. I have spent months being transferred back and forth between Citis XXXX and XXXX departments, with each department insisting the other is responsible. I requested the evidence Citi used to deny my claim and a clear explanation of their classification decision, but they did not provide it. Their investigation was incomplete and did not consider the airlines statements or the fake email domain used by the scammers. I am requesting the CFPBs assistance to require Citi to properly treat this as an unauthorized fraudulent transaction, reopen the claim, and credit the account.
Frequently Asked Questions
What is Complaint #18126946 about?
Complaint #18126946 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 2025-12-03T12:00:00-05:00.
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.