{"took":84,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":115,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"21222169","_score":20.618462,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint regarding Citibanks handling of a billing dispute for a {$2400.00} credit card charge that involved fraud and services not rendered. \n\nOn or about XXXX XXXX, 2025, my Citi credit card was charged {$2400.00} by a merchant identifying as Rich Travels/ Richflights. The merchant falsely represented themselves as an airline booking agent affiliated with XXXX XXXX. Based on that misrepresentation, I authorized the charge, believing an airline ticket would be issued. \nNo airline ticket was ever issued. XXXX XXXX XXXX later confirmed there was only a reservation in my name, not a paid or ticketed flight. When I arrived at the airport on XXXX XXXX, 2025, XXXX confirmed no valid ticket existed, and I was forced to purchase a new ticket out of pocket in order to travel. \n\nThe merchant failed to provide the service that was charged. This transaction therefore, qualifies as both services not rendered and fraud based on misrepresentation and impersonation. \n\nI timely disputed the charge with Citibank and provided extensive documentation, including confirmation from XXXX XXXX that no ticket was issued, correspondence from the merchant, and proof of my replacement airfare purchase. \n\nDespite this evidence, Citibank closed the dispute and marked the case as permanently closed. The dispute was not resolved in accordance with card network rules governing fraud and services not rendered, and I was left financially responsible for a charge tied to a service that was never delivered. \n\nI am requesting that Citibank reopen this case as a fraud and services-not-rendered dispute and issue a permanent credit for the {$2400.00} transaction.","date_sent_to_company":"2026-04-14T14:17:04.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"77433","tags":null,"has_narrative":true,"complaint_id":"21222169","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-04-14T13:25:12.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The <em>dispute</em> was not resolved in accordance with card network rules governing fraud and services not <em>rendered</em>, and I was left financially responsible for a charge tied to a service that was never delivered. \n\nI am requesting that <em>Citibank</em> reopen this case as a fraud and services-not-<em>rendered</em> <em>dispute</em> and issue a permanent credit for the {$2400.00} transaction."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[20.618462,"21222169"]},{"_index":"complaint-public-v1","_id":"21405622","_score":20.292519,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year>, I was charged {$1000.00} by a merchant ( XXXX XXXX  ) for repair services on my vehicles instrument cluster. The merchant guaranteed the repair would be completed and stated that if it did not work, I would receive a refund. \n\nAfter the initial payment, the merchant continued requesting additional money and had me purchase tools he claimed were necessary. Despite months of delays and repeated assurances, the repair was never completed. I ultimately requested my item back, and the merchant refused to issue any refund. \n\nI disputed the {$1000.00} charge with CitiBank as services not rendered and merchant misrepresentation. CitiBank denied my dispute solely based on the amount of time that had passed since the original transaction. \n\nHowever, this was an ongoing issue over several months, and the dispute timeline should be based on the last date of service or the merchants refusal to refund, not the original charge date. CitiBank failed to properly investigate the substance of the dispute, including the merchants guarantee and failure to deliver the service. \n\nI am requesting that CitiBank reopen this dispute, properly classify it as services not rendered/merchant misrepresentation, and issue a credit for the {$1000.00} charge. \n\nI have documentation supporting my claim, including communications showing the merchants promises, delays, and refusal to refund.","date_sent_to_company":"2026-04-20T17:39:29.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"34711","tags":null,"has_narrative":true,"complaint_id":"21405622","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-04-20T17:25:06.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I <em>disputed</em> the {$1000.00} charge with <em>CitiBank</em> as services not <em>rendered</em> and merchant misrepresentation. <em>CitiBank</em> denied my <em>dispute</em> solely based on the amount of time that had passed since the original transaction. \n\nHowever, this was an ongoing issue over several months, and the <em>dispute</em> timeline should be based on the last date of service or the merchants refusal to refund, not the original charge date."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[20.292519,"21405622"]},{"_index":"complaint-public-v1","_id":"4126663","_score":20.198048,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In XX/XX/XXXX I booked flights via XXXX to XXXX, XXXX. In XXXX, upon reviewing my bank statement I did not recognize a charge of {$2400.00} to my account so I filed a claim to Citi Bank thinking it was a fraudulent transaction. I was refunded the full amount. Later I realized that this charge of {$2400.00} was XXXX, so the trip was canceled. Please keep in mind that I am XXXX years old so my memory fails me many times and it is very difficult for me to keep up with paperless transactions. I called right away to re-book this trip on XX/XX/XXXX so XXXX went ahead and re-charged me with the amount of {$2400.00}. \n\nFast forward to XXXX of XXXX when all operations at XXXX stopped due to the pandemic and XXXX canceled my flights and hotel, meaning that services were never rendered. I called Citibank on XXXX to file a claim on this charge from XXXX but they said I couldnt file a dispute again for the same charge. Now, I am not trying to file a dispute for fraud but instead for services not rendered. I keep explaining to Citibank that services were not rendered and the claim should be under the 13.1 claim code. Citibank states that they could not and would not do that. \n\nAfter filing for the first time with the CFPB I received a response from Citibank in which they still refuse to help me and would like me to contact the merchant directly or pursue other means which I have to no fruition. When trying to contact XXXX I receive a message instructing me to contact my bank ( Citibank in this case ). I have no knowledge about any other means since Citibank is refusing to at least provide me with other options. It is not right that if services were not rendered and never occurred to not receive any help or guidance from Citibank. \n\nThank you.","date_sent_to_company":"2021-02-09T09:19:58.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"94538","tags":"Older American","has_narrative":true,"complaint_id":"4126663","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-02-09T03:57:18.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Fast forward to XXXX of XXXX when all operations at XXXX stopped due to the pandemic and XXXX canceled my flights and hotel, meaning that services were never <em>rendered</em>. I called <em>Citibank</em> on XXXX to file a claim on this charge from XXXX but they said I couldnt file a <em>dispute</em> again for the same charge. Now, I am not trying to file a <em>dispute</em> for fraud but instead for services not <em>rendered</em>."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[20.198048,"4126663"]},{"_index":"complaint-public-v1","_id":"8350626","_score":20.18011,"_source":{"product":"Credit card","complaint_what_happened":"I placed a dispute with Citibank about a charge where services were not provided and/or were not up to the standard expected on XX/XX/year> via the phone. The service in question was rendered on XX/XX/year>. I received a request on XX/XX/year> for more information, and was given a deadline of XX/XX/year> to provide the information. The information was provided on XX/XX/year> with confirmation of receipt on XX/XX/year>. The decision was rendered within XXXX hours of the receipt of the additional information. I attempted to contact CitiBank this evening, XX/XX/year>, to establish the reason for the rejection of the dispute, but all I got was an automated message in the phone system that the dispute was closed and that the details of the ruling would be sent via mail within the next XXXX hours. I couldn't appeal the decision. \n\nI am filing a complaint because it was rendered in such a time that it was impossible to contact the merchant as it was after business hours, which leads me to believe the decision was already pre-determined at that time. I provided all details of correspondence and pictures of the defective services/products in a narrative document that I was asked to give to CitiBank. There should have been more than enough evidence to get my dispute resolved in my favor, as the advertising was clearly deceptive and I was not provide the product that I paid for nor expected.","date_sent_to_company":"2024-02-16T04:29:34.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75252","tags":null,"has_narrative":true,"complaint_id":"8350626","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-02-16T04:06:55.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The decision was <em>rendered</em> within XXXX hours of the receipt of the additional information. I attempted to contact <em>CitiBank</em> this evening, XX/XX/year>, to establish the reason for the rejection of the <em>dispute</em>, but all I got was an automated message in the phone system that the <em>dispute</em> was closed and that the details of the ruling would be sent via mail within the next XXXX hours. I couldn't appeal the decision."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[20.18011,"8350626"]},{"_index":"complaint-public-v1","_id":"21743408","_score":19.947731,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint regarding a credit card charge for services not rendered and the inability to dispute the charge. \n\nI was charged {$350.00} by XXXX XXXX XXXX XXXX XXXX ) for a flight. I initially filed a dispute with Citibank, but canceled it after the merchant indicated a refund would be issued. \n\nCitibank has confirmed that after I canceled the dispute, the funds were released back to the merchant ( reference XXXX, posted XX/XX/2026 ). \n\nHowever, the merchant never issued a refund, and I did not receive the flight service. I currently have : * No ticket * No service provided * No refund issued Citibank has refused to allow a new dispute on this charge, stating that the previous dispute was canceled. This leaves me with no recourse despite being charged for a service that was never provided.\n\nI am requesting that Citibank : 1. Allow a new dispute or reopen review of this charge under services not rendered, or 2. Otherwise assist in recovering the funds from the merchant.\n\nThis is a charge where I paid but received no service and no refund, and I am seeking resolution.","date_sent_to_company":"2026-04-30T10:53:03.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75002","tags":null,"has_narrative":true,"complaint_id":"21743408","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-04-30T10:38:06.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I am filing a complaint regarding a credit card charge for services not <em>rendered</em> and the inability to <em>dispute</em> the charge. \n\nI was charged {$350.00} by XXXX XXXX XXXX XXXX XXXX ) for a flight. I initially filed a <em>dispute</em> with <em>Citibank</em>, but canceled it after the merchant indicated a refund would be issued. \n\n<em>Citibank</em> has confirmed that after I canceled the <em>dispute</em>, the funds were released back to the merchant ( reference XXXX, posted XX/XX/2026 )."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[19.947731,"21743408"]},{"_index":"complaint-public-v1","_id":"6266646","_score":19.731531,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2022, I notified Citibank of a dispute with a purchase made on the account on XX/XX/2022, in the amount of {$490.00}, and on XX/XX/2022, and XX/XX/2022, upon request, I provided a detailed explanation, in writing, of the dispute. However, on XX/XX/2022, I receiver a letter from Citibank stating that \" we have received your recent correspondence regarding the above transaction however, we are unable to intervene on your behlaf. Without a valid Cancellation Proof, we no longer have any recourse to obtain a credit for you through XXXX XXXX. You must contact the the merchant directly to puruse this matter further. '' By letter dated XX/XX/2022, I notified Citibank that it miscoded the dispute, and reiterated the basis for the dispute. Specifically, I explained that \" this was a face-to-face transaction. The service was promised on XX/XX/2022 ; however, it was not received nor rendered on the date promised. Furthermore, I did not agree to any of the merchant 's terms and conditions, and did not sign any documentation provided by the merchant since the service was not received nor rendered on the date promised- which is proof that the service was not received nor rendered on the date promised. '' I also advised Citibank in that same letter that \" the sale transaction reeipt was not signed authorizing the merchant to charge the transaction to the account. '' I therefore requested that that merchant provide a valid cardholder signature that authorized the transaction to be charged to the card. I pointed out that \" unless the merchant is able to do so, it is not entitled to retain the funds and this transaction must be charged back to the merchant. '' Despite this correspondence, Citibank has failed to do anything or take any action to resolve this dispute.","date_sent_to_company":"2022-12-01T18:43:45.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"6266646","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-12-01T18:28:58.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["You must contact the the merchant directly to puruse this matter further. '' By letter dated XX/XX/2022, I notified <em>Citibank</em> that it miscoded the <em>dispute</em>, and reiterated the basis for the <em>dispute</em>. Specifically, I explained that \" this was a face-to-face transaction. The service was promised on XX/XX/2022 ; however, it was not received nor <em>rendered</em> on the date promised."],"company":["<em>CITIBANK</em>, N.A."]},"sort":[19.731531,"6266646"]},{"_index":"complaint-public-v1","_id":"21860585","_score":19.725235,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint regarding Citibanks handling of a legitimate credit card dispute involving a charge from XXXX XXXX. \n\nThe membership associated with this charge was canceled within XXXX hours of enrollment, and cancellation was explicitly confirmed by the gyms XXXX via both text message and voicemail. \n\nDespite this confirmed cancellation, the merchant proceeded to charge my account. This constitutes billing after termination of agreement and services not rendered. \n\nI disputed the charge with Citibank and provided evidence of cancellation, including written confirmation and recorded voicemail from the merchants XXXX. However, Citibank denied the dispute without properly addressing or evaluating this evidence. \n\nThis decision appears inconsistent with applicable dispute resolution standards under the Fair Credit Billing Act, which protects consumers from charges for services not rendered or unauthorized billing after cancellation. \n\nKey facts : Membership canceled within XXXX hours Cancellation confirmed by merchants XXXX ( text and voicemail ) Charge posted after confirmed cancellation Evidence was provided to Citibank but not properly considered Requested resolution : Reversal of the charge Confirmation that the dispute has been properly reviewed with all submitted evidence Citibanks failure to appropriately investigate and resolve this dispute has resulted in financial harm and unnecessary burden. I am requesting regulatory review and assistance in resolving this matter.","date_sent_to_company":"2026-05-04T18:42:26.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"751XX","tags":null,"has_narrative":true,"complaint_id":"21860585","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-05-04T17:55:29.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I <em>disputed</em> the charge with <em>Citibank</em> and provided evidence of cancellation, including written confirmation and recorded voicemail from the merchants XXXX. However, <em>Citibank</em> denied the <em>dispute</em> without properly addressing or evaluating this evidence. \n\nThis decision appears inconsistent with applicable <em>dispute</em> resolution standards under the Fair Credit Billing Act, which protects consumers from charges for services not <em>rendered</em> or unauthorized billing after cancellation."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[19.725235,"21860585"]},{"_index":"complaint-public-v1","_id":"21837017","_score":19.25213,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint because CitiBank refused to process a valid debitcard dispute for services not rendered, in violation of Regulation E ( 12 CFR 1005.11 ). \n\nOn XX/XX/2026, I was charged {$64.00} on my debit card for a XXXX XXXX flight. \nThe flight was scheduled for XX/XX/2026, from XXXX to XXXX, Flight XXXX XXXX, confirmation XXXX. \nOn XX/XX/2026, XXXX XXXX ceased all operations and canceled all future flights, making it impossible for the merchant to provide the purchased service. \n\nWhen I contacted CitiBank to dispute the transaction as services not rendered, Citi refused to process the dispute at all. \n\nCitiBanks refusal The Citi representative I spoke with stated that Citi received notice from the merchant ( XXXX XXXX ) that Citi could not process disputes, and that I should refer to Spirit.com for more information. \nThis response is unacceptable and improper. \n\nThe representative I spoke with was named XXXX, employee ID XXXX. \nCiti did not open an investigation. \nCiti did not provide provisional credit. \nCiti did not provide a written explanation citing Regulation E.\n\nWhy this is a violation Under Regulation E, a debitcard error includes situations where goods or services are not provided as agreed.\n\nOnce notified of such an error, a financial institution must : Accept the dispute, Conduct an investigation, and Provide a written determination.\n\nA bank may deny a claim after investigation, but it can not refuse to process or investigate a dispute entirely, especially by deferring responsibility to a merchant that is no longer operating.\n\nCitis refusal appears to be a failure to comply with its obligations under 12 CFR 1005.11.","date_sent_to_company":"2026-05-03T19:10:42.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"77388","tags":null,"has_narrative":true,"complaint_id":"21837017","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-05-03T19:03:25.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["When I contacted <em>CitiBank</em> to <em>dispute</em> the transaction as services not <em>rendered</em>, Citi refused to process the <em>dispute</em> at all. \n\n<em>CitiBanks</em> refusal The Citi representative I spoke with stated that Citi received notice from the merchant ( XXXX XXXX ) that Citi could not process <em>disputes</em>, and that I should refer to Spirit.com for more information. \nThis response is unacceptable and improper. \n\nThe representative I spoke with was named XXXX, employee ID XXXX. \nCiti did not open an investigation."],"company":["<em>CITIBANK</em>, N.A."]},"sort":[19.25213,"21837017"]},{"_index":"complaint-public-v1","_id":"13228549","_score":18.721848,"_source":{"product":"Credit card","complaint_what_happened":"Subject : Formal Complaint Services Not Rendered/ Mishandled Dispute by Citibank and XXXX To Whom It May Concern, I am filing this formal complaint with the Consumer Financial Protection Bureau regarding a mishandled hotel reservation dispute involving XXXX and Citibank, related to booking # XXXX for XXXX XXXX Washington XXXX XXXX XXXX XXXX ) in the amount of {$3100.00} USD. \n\nDespite numerous attempts to resolve this matter through the appropriate channels, including repeated outreach to both Citibank and XXXX, the issue remains unresolved due to repeated delays, miscommunication, and what I believe to be deceptive practices on the part of XXXX. This has left me financially burdened and without the refund I am owed. \n\nKey Facts : I made the reservation through XXXX ( via XXXX ) and was charged {$3100.00} on XX/XX/XXXX using my Citibank card. \n\nUpon completing the stay at the XXXX XXXX, I discovered I was charged again directly by XXXX for {$2900.00} because XXXX never transmitted the necessary authorization or payment voucher. \n\nDocumentation from the hotel confirms my stay under the XXXX booking, in which they use a supplier named XXXX. Despite this, XXXX falsely informed Citibank that I never checked in, which led Citibank to deny my original dispute. \n\nOn XX/XX/XXXX, XXXX admitted fault and offered a full refund. I immediately selected the refund option, but as of today, I have not received those funds. XXXX even went as far as providing a fake invoice claiming they did a chargeback to the account. \n\nStayforlong.com has since blamed the delay on an ongoing dispute, even though Citibank had already closed the case. This appears to be a stall tactic. \n\nOn XX/XX/XXXX, I attempted to reopen the dispute with Citibank based on the new evidence, including Stayforlong.coms written admission. Citibank has refused to take further action, despite clear evidence of services not rendered and a promised refund that has never materialized. \n\nOn XX/XX/XXXX, instead of issuing the promised refund, XXXX unilaterally issued store credit ( XXXX ), which I explicitly rejected. I will not trust this company to handle any future travel plans correctly. \n\nRequest for Action : I have been a loyal Citibank customer for many years and have never filed a dispute before this incident. I am in excellent financial standing and have acted in good faith throughout this process. It is extremely distressing that Citibank has not acted to protect me from what is clearly a fraudulent transaction. Citibank has completely broken my trust to continue to use their product for purchases in the future due to their lack of concern and professionalism. \n\nI respectfully ask the Consumer Financial Protection Bureau to investigate this matter and help me : XXXX Citibank to reopen and reclassify the dispute as Services Not Rendered. \n\nHold Stayforlong.com accountable for their deceptive conduct and failure to issue the promised refund. \n\nRecover the full amount of {$3100.00} charged under false pretenses. \n\nAttached to this complaint is a detailed timeline, supporting correspondence, and screenshots referenced by number. If any further documentation is needed, I am happy to provide it. \n\nThank you for your attention and support. I look forward to a prompt resolution.","date_sent_to_company":"2025-04-29T16:27:27.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"46304","tags":null,"has_narrative":true,"complaint_id":"13228549","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-04-29T15:43:43.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Subject : Formal Complaint Services Not <em>Rendered</em>/ Mishandled <em>Dispute</em> by <em>Citibank</em> and XXXX To Whom It May Concern, I am filing this formal complaint with the Consumer Financial Protection Bureau regarding a mishandled hotel reservation <em>dispute</em> involving XXXX and <em>Citibank</em>, related to booking # XXXX for XXXX XXXX Washington XXXX XXXX XXXX XXXX ) in the amount of {$3100.00} USD."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.721848,"13228549"]},{"_index":"complaint-public-v1","_id":"18907967","_score":18.714245,"_source":{"product":"Credit card","complaint_what_happened":"To Whom It May Concern at the Consumer Financial Protection Bureau, I am submitting this formal complaint against Citibank regarding the denial of my dispute on my Citibank XXXX account ending in XXXX, related to a charge from XXXX XXXX in the amount of {$2300.00}. \n\nThis charge was the second payment made to the same vendor for services related to a wedding event that was ultimately canceled due to unforeseen and devastating personal circumstances. No event took place, and the services associated with this payment were never rendered. \n\nDespite providing Citibank with documentation and a detailed explanation that the wedding was canceled and that XXXX XXXX did not perform the contracted services, Citibank denied my dispute ( not once twice ). Their decision failed to take into consideration that : - The services tied to this payment were never provided. \n- The vendor retained funds without delivering goods or services. \n- This payment was directly connected to the same canceled event for which another payment had already been disputed with a different financial institution. \n\nXXXX refusal to credit this charge places the full financial burden on me for services that were never received, which I believe is inconsistent with fair consumer protection practices and the intent of the Fair Credit Billing Act. \n\nI respectfully request that the Consumer Financial Protection Bureau review XXXX handling of this dispute and assist in ensuring a fair and equitable resolution. Consumers should not be held financially responsible for services that were never rendered, especially in cases involving unavoidable life events. \n\nThank you for your time and attention to this matter. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-03-11T15:20:29.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"33176","tags":null,"has_narrative":true,"complaint_id":"18907967","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-01-21T23:47:06.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["No event took place, and the services associated with this payment were never <em>rendered</em>. \n\nDespite providing <em>Citibank</em> with documentation and a detailed explanation that the wedding was canceled and that XXXX XXXX did not perform the contracted services, <em>Citibank</em> denied my <em>dispute</em> ( not once twice ). Their decision failed to take into consideration that : - The services tied to this payment were never provided. \n- The vendor retained funds without delivering goods or services."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.714245,"18907967"]},{"_index":"complaint-public-v1","_id":"18283000","_score":18.613888,"_source":{"product":"Credit card","complaint_what_happened":"I am filing this complaint against Citibank regarding a disputed transaction with XXXX ( {$810.00}, Date : XX/XX/year> ). This was a duplicate booking that I attempted to cancel immediately, and no services were rendered.Despite my contacting Citibank XXXX separate times to dispute this, the bank failed to conduct a reasonable investigation. Specifically, Citibank never requested any supporting documentation or evidence from me before closing the case XXXX. \nI have definitive physical proof ( a receipt/folio ) that I stayed at a different hotel during the period of the disputed charge. Because Citibank never asked for this evidence, they relied solely on the merchant 's refusal to honor the credit. \nI am requesting a full reversal of the {$810.00} charge, as the service was never used and Citibank has failed its duty to review my evidence under the Fair Credit Billing Act.","date_sent_to_company":"2025-12-25T17:48:52.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"90006","tags":null,"has_narrative":true,"complaint_id":"18283000","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-12-25T17:05:31.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I am filing this complaint against <em>Citibank</em> regarding a <em>disputed</em> transaction with XXXX ( {$810.00}, Date : XX/XX/year> ). This was a duplicate booking that I attempted to cancel immediately, and no services were <em>rendered</em>.Despite my contacting <em>Citibank</em> XXXX separate times to <em>dispute</em> this, the bank failed to conduct a reasonable investigation. Specifically, <em>Citibank</em> never requested any supporting documentation or evidence from me before closing the case XXXX."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.613888,"18283000"]},{"_index":"complaint-public-v1","_id":"18959568","_score":18.567476,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint regarding Citibanks handling of unauthorized and improper charges made by Sears XXXX to my credit card for services that were never rendered, as well as Citibanks obligation to block continued and attempted charges. \n\nBetween XX/XX/XXXX and XX/XX/XXXX, Sears XXXX charged my Citibank account {$82.00} per month ( XXXX charges totaling {$740.00} ) despite repeated cancellation attempts. In addition, Sears charged {$100.00} on XX/XX/XXXX and {$100.00} on XX/XX/XXXX for refrigerator repair services that were never completed. \n\nThe Sears XXXX plan was intended to cover refrigerator repairs. Sears failed to repair or replace my refrigerator under the terms of the service contract, forcing me to purchase a replacement refrigerator out of pocket. Sears also failed to reimburse or provide any claim settlement. Proof of payment for the replacement appliance is attached.\n\nDespite multiple documented attempts to cancel this service by phone and online, Sears continued billing my account. I recently discovered that Sears is also attempting to impose additional cancellation and processing fees totaling {$400.00} during the cancellation process for services that were never rendered. I do not consent to these charges and am requesting that Citibank prevent them from posting to my account. \n\nOn XX/XX/XXXX, I submitted a formal written dispute with full documentation to Citibank, including a detailed dispute memo, call logs showing repeated cancellation attempts, proof of payment for the replacement refrigerator, and screenshots showing attempted cancellation fees. I am filing this complaint due to the risk of continued unauthorized charges and to ensure Citibank properly investigates, reimburses the disputed amounts, and blocks any future charges from Sears XXXX.","date_sent_to_company":"2026-01-23T18:14:22.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"11434","tags":null,"has_narrative":true,"complaint_id":"18959568","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-01-23T17:47:36.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't stop withdrawals from your account"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I submitted a formal written <em>dispute</em> with full documentation to <em>Citibank</em>, including a detailed <em>dispute</em> memo, call logs showing repeated cancellation attempts, proof of payment for the replacement refrigerator, and screenshots showing attempted cancellation fees. I am filing this complaint due to the risk of continued unauthorized charges and to ensure <em>Citibank</em> properly investigates, reimburses the <em>disputed</em> amounts, and blocks any future charges from Sears XXXX."],"company":["<em>CITIBANK</em>, N.A."]},"sort":[18.567476,"18959568"]},{"_index":"complaint-public-v1","_id":"3693889","_score":18.495605,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I used my Citibank MasterCard to purchase a ticket on XXXX airlines on XX/XX/2020. In late XXXX, they cancelled the flight and they provided me with an email assuring that they would refund the fare. They did not. I filed a billing dispute with Citibank. Under the fair credit billing act, a charge for a service not rendered is an invalid charge and is mandated to be refunded. Citibank contends it is an honor system and that they can not reverse the charge. They can only ask to airline to refund. The airline refused their request, despite my providing the written email from the airline assuring a refund. Citibank says I need to sue the airline, which is impossible because they are overseas. The amount is {$100.00}.","date_sent_to_company":"2020-06-11T15:04:22.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"57104","tags":null,"has_narrative":true,"complaint_id":"3693889","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-06-11T14:57:44.000Z","state":"SD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I used my <em>Citibank</em> MasterCard to purchase a ticket on XXXX airlines on XX/XX/2020. In late XXXX, they cancelled the flight and they provided me with an email assuring that they would refund the fare. They did not. I filed a billing <em>dispute</em> with <em>Citibank</em>. Under the fair credit billing act, a charge for a service not <em>rendered</em> is an invalid charge and is mandated to be refunded. <em>Citibank</em> contends it is an honor system and that they can not reverse the charge."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.495605,"3693889"]},{"_index":"complaint-public-v1","_id":"18483051","_score":18.45555,"_source":{"product":"Credit card","complaint_what_happened":"To the Consumer Financial Protection Bureau Reference Citibank Accounts ending XXXX & XXXX I am filing this complaint against Citibank for its failure to properly investigate and resolve a billing dispute, despite being provided clear, material information during both the initial dispute and the appeal process. \n\nCitibank denied my dispute twice regarding charges totaling {$5500.00} paid to XXXX XXXX, applied across two separate Citibank credit card accounts. \n\nFailure to Conduct a Reasonable Investigation During my dispute and subsequent appeal, I explicitly informed XXXX writingthat : - The vendor contract is not in my name- I did not sign the agreement- I am not a party to the contract - No DJ services were provided because the wedding was canceled Despite this, Citibank denied both disputes without addressing or rebutting the absence of any contractual obligation on my part. The denial letters simply relied on the existence of a vendor contract, even though that contract does not include me. \n\nThis constitutes a failure to reasonably investigate a billing error under the XXXX XXXX Billing Act ( 15 U.S.C. 1666 ).\n\nServices Not Rendered / Unjust Enrichment The underlying facts remain undisputed : - The event was canceled - The XXXX did not perform - No services were rendered - The vendor retained 100 % of the payment ( {$5500.00} ) By refusing to credit these charges, Citibank is requiring me to pay for services that were never provided, resulting in unjust enrichment of the vendor. \n\nConsumer Harm I acted in good faith and provided Citibank with all requested documentation. However, Citibank disregarded a key fact my lack of contractual obligation and upheld the charge without meaningful analysis.\n\nThis has caused significant financial harm and undermines the protections consumers are entitled to when disputing billing errors. \n\nResolution Requested I respectfully request that the CFPB require Citibank to : - Conduct a proper investigation that addresses the lack of a contract in my name - Reverse the disputed charges totaling {$5500.00} - Provide a written explanation of how a consumer can be held liable for a contract they did not sign Thank you for your time and assistance. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-02-19T17:22:15.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"33176","tags":null,"has_narrative":true,"complaint_id":"18483051","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-01-05T23:33:31.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["To the Consumer Financial Protection Bureau Reference <em>Citibank</em> Accounts ending XXXX & XXXX I am filing this complaint against <em>Citibank</em> for its failure to properly investigate and resolve a billing <em>dispute</em>, despite being provided clear, material information during both the initial <em>dispute</em> and the appeal process. \n\n<em>Citibank</em> denied my <em>dispute</em> twice regarding charges totaling {$5500.00} paid to XXXX XXXX, applied across two separate <em>Citibank</em> credit card accounts."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.45555,"18483051"]},{"_index":"complaint-public-v1","_id":"4751273","_score":18.411987,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Where do I begin. I have been a loyal customer of CitiBank and over the course of the last 5-10 years I have opened disputes with them against fraudulent billing from merchants. The number of disputes must have been in the range of 24-30 and NOT A SINGLE dispute was ruled in my favor despite my spending countless hours pursuing disputes with them. All they are interested in is bilking customers under the guise of helping because their real customers are the merchants.\n\nI want something to be done against these big banks and especially CitiBank because I don't come across anybody complaining about other banks. I am just sick of it and I have lost lost a lot of money since I have been with them. Enough is enough. \n\nPlease render some justice here. \n\nThanks XXXX","date_sent_to_company":"2021-09-24T17:13:00.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"92618","tags":null,"has_narrative":true,"complaint_id":"4751273","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-09-24T16:59:12.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I want something to be done against these big banks and especially <em>CitiBank</em> because I don't come across anybody complaining about other banks. I am just sick of it and I have lost lost a lot of money since I have been with them. Enough is enough. \n\nPlease <em>render</em> some justice here. \n\nThanks XXXX"],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.411987,"4751273"]},{"_index":"complaint-public-v1","_id":"3947176","_score":18.358238,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XXXX cancelled travel plans XXXX XXXX. They have received a refund from service providers for my cancelled trip. Failing to pass the refund along to me, instead apparently retaining the refund for their own benefit. Citibank contacted the merchants bank and was told I was refunded {$2900.00}. The full amount owed to me is $ XXXX have received XXXX dollars refunded, no credits or vouchers.The trip was paid in full XX/XX/2019. Citibank advised a letter was sent to me that I did not repsond to by XXXX XXXX. Therefore, Citibank is no longer able to dispute the charge. This is unfair and deceptive conduct. I received no letter or email. I paid for a service that was not provided/merchant unable to provide a service/services not rendered. I would not continue to be disputing if I received a refund. Citibank needs to stand up for there customer.","date_sent_to_company":"2020-11-10T22:32:02.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"40291","tags":null,"has_narrative":true,"complaint_id":"3947176","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-11-10T21:22:31.000Z","state":"KY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I paid for a service that was not provided/merchant unable to provide a service/services not <em>rendered</em>. I would not continue to be <em>disputing</em> if I received a refund. <em>Citibank</em> needs to stand up for there customer."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.358238,"3947176"]},{"_index":"complaint-public-v1","_id":"19882320","_score":17.949526,"_source":{"product":"Credit card","complaint_what_happened":"Credit Card Dispute Failure to Conduct Reasonable Investigation This complaint concerns Citibanks handling of a Services Not Rendered credit card dispute involving charges from XXXX XXXX XXXX XXXX  for an XXXX XXXX XXXX stay. \n\nThe dispute was timely filed due to the hotels failure to provide a functioning in-room television for the entirety of my stay despite prompt reporting and opportunity to repair. \n\nUpon check-in on XX/XX/XXXX, I reported that the television in my room was not functioning. The hotel front desk initially advised that the repair would be completed that evening. The following morning, I was informed that the technician would not return until XXXX, after my checkout. No alternate room with a functioning television was offered. \n\nOn the morning of XX/XX/XXXX, I contacted XXXX XXXX  Guest Relations for assistance and was advised to follow up after checkout to avoid risking cancellation of my second night. \n\nAfter my stay, hotel management left a voicemail on XX/XX/XXXX acknowledging a XXXX service outage and confirming that the vendor was unable to repair the issue during the weekend. A compensation offer of {$50.00} per night was made. I declined this as insufficient and requested a reasonable refund. After this, the hotel ceased responding to my emails and voicemails. XXXX XXXX  corporate had also offered XXXX rewards points, which I declined. The hotel later cited this points offer as justification for rescinding their cash offer and stopped communication. \n\nI filed a timely dispute with Citibank as a Services Not Rendered claim. \n\nAs part of the dispute, I submitted XXXX photographs clearly showing the non-functioning television. I also repeatedly referenced and offered to provide additional supporting documentation, including : Voicemail acknowledging the service outage Email correspondence confirming the issue Documentation of the compensation offer and subsequent rescission Citibank never requested these materials and never contacted me for clarification. \n\nProcedural History : Original dispute filed timely On XX/XX/XXXX, I requested proper classification as a service dispute On XX/XX/XXXX, I resubmitted documentation as instructed The dispute was closed citing no billing error On XX/XX/XXXX, a supervisor reopened the dispute I again referenced additional supporting evidence and offered to provide it Despite this, Citibank concluded that : Services were provided as intended. \n\nThis conclusion was reached despite photographic evidence submitted and without requesting additional corroborating evidence that was repeatedly offered. \n\nAdditionally : Citibanks document upload portal repeatedly failed to accept standard files across multiple browsers Fax submissions were unreliable Multiple case numbers were issued for the same dispute I am requesting review of whether Citibank fulfilled its obligation under the Fair Credit Billing Act to conduct a reasonable investigation of this Services Not Rendered dispute, given the photographic evidence provided, the merchants acknowledgment of a service outage, and the additional supporting documentation I repeatedly offered but was never asked to submit. \n\nI am prepared to provide any additional documentation upon request.","date_sent_to_company":"2026-03-01T20:35:47.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"079XX","tags":null,"has_narrative":true,"complaint_id":"19882320","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-03-01T20:13:37.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I filed a timely <em>dispute</em> with <em>Citibank</em> as a Services Not <em>Rendered</em> claim. \n\nAs part of the <em>dispute</em>, I submitted XXXX photographs clearly showing the non-functioning television."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[17.949526,"19882320"]},{"_index":"complaint-public-v1","_id":"3145402","_score":17.890743,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Purchased a vacation package from supposed merchant XXXX in XX/XX/XXXX, merchant was refusing to render services. Canceled card within two business days of tranaction after investigating charge further including statement showing charge to unknown third party. XXXX also refused to book a vacation of several dates requested. During initial call to Citibank they refused to stop transactions. Attempted to reach citibank rep several times after initial call and was not properly notify me of closed dispute. I've made multiple attempts to resolve issue with merchant. Merchant reported they've not received funds after 45days of dispute being closed and still refusing to provide services. Finally gained access to dispute report in after 3hr phone call with Citi bank on XX/XX/XXXX after months of calling citi and multiple prior attempts of attempting to obtain documents. Dispute report was supposedly delivered XX/XX/XXXX to me and this never occured. I never received notice of documents uploaded to my account. Also, documents can not be viewed from mobile phone via citibank app or online via mobile. Can only be viewed on desktop and I never registered my desktop online account. Citibank also reports mailing documents I never recieved. Only document I received from Citi was a notice of late payment after dispute was closed, thus triggering sequence of events the past four months. The documents of dispute report show the merchant forged my signature on a contract I never agreed too. Also, multiple discrepancies where proven with time stamped emails and phone records I submitted to Citi that Sunwaves merchant claims in their report. The dispute report also has date from citibank screen shot showing inaccurate date of XX/XX/XXXX, a day after I actually obtain the report from Citi that was supposed deliever XX/XX/XXXX. Citibank is still refusing to take any accountability of error on their end and wont reopen the dispute for reasons that change every call. After submitting evidence of fraudulent activity to Citibank on XX/XX/XXXX, two business days after I finally obtained the report. Citibank informed me they would respond in 10 business days. Requested reponse in writing and it never occured via phone or mail. Called citi again and was told dispute was not allowed to be reopened per XXXX  protocol. Called XXXX  and XXXX representative told citibank they were negligent and wrong on a recorded call on XX/XX/XXXX. Visa representative filed incident report in XX/XX/XXXX due to citibank falsely claiming this is due to visa protocol. Citibank has continually given me false information every call and reports mailing letters and sending electronic documents that I never received. Citibank has consistently violated the consumer protection act as result of their own negligence and improper closing of dispute without my evidence to show illegal activity and services not rendered from merchant.","date_sent_to_company":"2019-02-07T05:58:45.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"45231","tags":null,"has_narrative":true,"complaint_id":"3145402","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2019-02-07T05:02:04.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["<em>Citibank</em> has continually given me false information every call and reports mailing letters and sending electronic documents that I never received. <em>Citibank</em> has consistently violated the consumer protection act as result of their own negligence and improper closing of <em>dispute</em> without my evidence to show illegal activity and services not <em>rendered</em> from merchant."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[17.890743,"3145402"]},{"_index":"complaint-public-v1","_id":"7851858","_score":17.861214,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/2023, I asked XXXX for a car insurance quote using their online system. Their quote was extraordinarily highover {$4000.00}, so I secured a policy from XXXX the same night. After receiving my XXXX statement from Citibank, I immediately disputed the charge and reported that I received nothing from XXXX, and why on earth would I carry two XXXX insurance policies? Citibank asked me to go to XXXX as part of the process. I did, but XXXX had no evidence of a policy or even evidence of the quote. I reported this back to Citibank, but Citibank reports it has no records of that, and it has closed the dispute. I just reopened the dispute once more, but I have no confidence in Citibank, and I am livid that Citibank referenced a credit report in the denial letter. So, how do I prove a negative? How do I prove that I did not receive an auto policy from XXXX? Citibank is not acting like my bank. Their failure to thoroughly investigate, and my torturous time on the phone has rendered nothing. There must be Fair Credit Reporting Act and Electronic Funds Transfer Act issues here. Please publish. Please help, because all I can think of is to send Citibank my XXXX XXXX XXXX XXXX, which really is circumstantial evidence. Its attached below. Thanks for your time.","date_sent_to_company":"2023-11-14T22:04:43.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"178XX","tags":null,"has_narrative":true,"complaint_id":"7851858","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-11-14T21:42:00.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I just reopened the <em>dispute</em> once more, but I have no confidence in <em>Citibank</em>, and I am livid that <em>Citibank</em> referenced a credit report in the denial letter. So, how do I prove a negative? How do I prove that I did not receive an auto policy from XXXX? <em>Citibank</em> is not acting like my bank. Their failure to thoroughly investigate, and my torturous time on the phone has <em>rendered</em> nothing. There must be Fair Credit Reporting Act and Electronic Funds Transfer Act issues here. Please publish."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[17.861214,"7851858"]},{"_index":"complaint-public-v1","_id":"22686481","_score":17.848373,"_source":{"product":"Credit card","complaint_what_happened":"CFPB Complaint Narrative Product : Credit Card State/CompanXXXX XXXX Citibank , N.A . \nDisputed Amount : {$600.00} Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX Description of Incident : I am filing this complaint against Citibank regarding their failure to properly investigate a clear case of billing fraud and services not rendered under the Fair Credit Billing Act. Citibank has closed my dispute despite my providing ironclad, third-party documentary evidence proving that the transaction was fraudulent. \nOn XX/XX/year>, I purchased a hotel reservation through XXXX for the XXXX XXXX XXXX XXXX in XXXX, XXXX XXXX, for a scheduled stay on XX/XX/year>. \nWhen I physically arrived at the property to check in on XX/XX/XXXX, the hotel front desk staff informed me that my reservation did not exist. Furthermore, they explicitly stated that the hotel has absolutely no relationship or contract with XXXX, and that this booking was a scam. I was forced to find and pay for alternative lodging entirely out of pocket. \nI promptly filed a dispute with Citibank. XXXX defended the charge by claiming I was simply a \" no-show. '' Citibank initially denied my dispute based on this automated merchant response. \nHowever, a consumer can not be a \" no-show '' to a reservation that the physical hotel states never existed in the first place. To prove this, I contacted the hotel management directly. On XX/XX/year>, I forwarded Citibank an official letter from the management of the XXXX XXXX XXXX XXXX. In that letter, the hotel explicitly confirms that they do not partner with XXXX, have no contract with them, and had no booking for me on XX/XX/XXXX. \nDespite receiving this absolute proof that XXXX sold me a fraudulent, non-existent product that they had no legal right or capacity to sell, Citibank sent me a letter dated XX/XX/year>, stating they are closing the investigation because \" the merchant will not honor our request for credit. '' Citibank is failing its regulatory duty to protect me from fraudulent billing. They are allowing a predatory third-party broker to keep {$600.00} for services that were physically and legally impossible to render, completely ignoring written verification from the actual brick-and-mortar merchant. \nI request that the CFPB compel Citibank to re-open this case, review the third-party merchant documentation I have provided, and permanently reverse this fraudulent {$600.00} charge.","date_sent_to_company":"2026-05-29T02:41:42.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"92037","tags":null,"has_narrative":true,"complaint_id":"22686481","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-05-29T02:18:09.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["CFPB Complaint Narrative Product : Credit Card State/CompanXXXX XXXX <em>Citibank</em> , N.A . \n<em>Disputed</em> Amount : {$600.00} Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX Description of Incident : I am filing this complaint against <em>Citibank</em> regarding their failure to properly investigate a clear case of billing fraud and services not <em>rendered</em> under the Fair Credit Billing Act."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[17.848373,"22686481"]},{"_index":"complaint-public-v1","_id":"8051094","_score":17.694542,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I opened an inquiry against XXXX # XXXX XXXX weeks ago. This company while they supposed to answer me about the inquire, they emailed me today stating my credit changed, it looks they ignored the Dispute I filed against CITIBANK VISA for services not rendered for the amount of {$1000.00}. ( CITIBANK VISA it looks lie to the CFPB in their previous responses when I opened at least 7 inquires for the dispute amount of {$1000.00}, The said they will report this account as Disputed In fact, Citibank according with XXXX stated CITIBANK is Flagged this account as past due account and Delinquent and even They added additional Charges to the Dispute Account for a total of {$1100.00}. \nXXXX is aware of the dispute on this account instead to correct it and remove it XXXX made it worst adding even a wrong amount {$1100.00} and Branded the Account as DELINQUENT/POTENTIALLY NEGATIVE. \nI went in its XXXX website to file my concern and demand them to remove this account as delinquent/potentially negative, The same I'm doing here, If they don't remove it then I don't have more option than file a Lawsuit against them and Citibank Visa for reporting a damaging credit report. I'm attaching here the same documentation I did in their website.","date_sent_to_company":"2023-12-24T05:07:33.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"91311","tags":null,"has_narrative":true,"complaint_id":"8051094","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-12-24T05:07:31.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["This company while they supposed to answer me about the inquire, they emailed me today stating my credit changed, it looks they ignored the <em>Dispute</em> I filed against <em>CITIBANK</em> VISA for services not <em>rendered</em> for the amount of {$1000.00}. ( <em>CITIBANK</em> VISA it looks lie to the CFPB in their previous responses when I opened at least 7 inquires for the <em>dispute</em> amount of {$1000.00}, The said they will report this account as <em>Disputed</em> In fact, <em>Citibank</em> according with XXXX stated <em>CITIBANK</em> is Flagged this account"],"company":["<em>CITIBANK</em>, N.A."]},"sort":[17.694542,"8051094"]},{"_index":"complaint-public-v1","_id":"3828630","_score":17.671375,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Citibank decided to close my Mastercard account and freeze my card. This renders our cardholder agreement null and void. However, CitiBank has increased the monthly payment on this account citing the cardholder agreement, and then changed the cardholder agreement after they closed my account. Citi chose to close this account without my knowledge or permission, and without \" contacting the cardholder and attempting to resolve the dispute '', and therefore the cardholder agreement is no longer effective. In addition, I do not agree to any changes to the \" cardholder agreement '' after my account has been closed. Citi Bank needs to lower my monthly payments back to what they were when they closed the account and froze the card, and to the original cardholder agreement.","date_sent_to_company":"2020-09-03T16:38:43.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"45011","tags":"Servicemember","has_narrative":true,"complaint_id":"3828630","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-09-03T16:24:09.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["<em>Citibank</em> decided to close my Mastercard account and freeze my card. This <em>renders</em> our cardholder agreement null and void. However, <em>CitiBank</em> has increased the monthly payment on this account citing the cardholder agreement, and then changed the cardholder agreement after they closed my account."],"company":["<em>CITIBANK</em>, N.A."]},"sort":[17.671375,"3828630"]},{"_index":"complaint-public-v1","_id":"21235337","_score":17.651255,"_source":{"product":"Credit card","complaint_what_happened":"Citibank is conspiring with another merchant, XXXX XXXX, to deny my dispute XXXX of services not rendered with a poor or incomplete investigation, due to last-minute flight cancellation with an XXXX flight change done by XXXX XXXX  that falls under U.S. Federal law/ XXXX XXXX XXXX  XXXX Significant Delay/Cancellation, all airlines are entitled to provide a full cash refund if a flight is canceled or significantly delayeddefined as XXXX hours for domestic and XXXX hours for internationaland you choose not to take alternative transportation. \n\nCitibanks dispute process is designed for the cardholder to fail. When a cardholder issues a dispute, Citibank only allows the Alleger to enter their issue within a XXXX box explaining a possibly complicated issue of fraud. However, Citibank allows the Respondent time and the ability to use tools to upload exhibits. In my case, it looks like XXXX just sent a document showing I was on a XXXX flight. This is false. As the cardholder, Citibank gives no opportunity to Alleger to defend the Respondents claims. As a Fraud Investigator for the XXXX  Office of the Inspector General, and walking through this process, I feel Citibanks dispute process is harmful to the cardholder/ Public and allows a multitude of e-commerce fraud to go unanswered. \n\nFull Complaint and Exhibits attached Citi XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2026-04-14T19:16:54.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"85225","tags":null,"has_narrative":true,"complaint_id":"21235337","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-04-14T18:40:58.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["<em>Citibank</em> is conspiring with another merchant, XXXX XXXX, to deny my <em>dispute</em> XXXX of services not <em>rendered</em> with a poor or incomplete investigation, due to last-minute flight cancellation with an XXXX flight change done by XXXX XXXX  that falls under U.S."],"company":["<em>CITIBANK</em>, N.A."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[17.651255,"21235337"]},{"_index":"complaint-public-v1","_id":"3652801","_score":17.556456,"_source":{"product":"Checking or savings account","complaint_what_happened":"In regards to the attached transactions on my citibank account, citibank has FAILED to refund my money or offered any assistance as to the proper way to get my money back. \n\nI expected to receive an all-inclusive 4-night stay at XXXX XXXX XXXX for two adults, complete with roundtrip airfare from XXXX XXXX XXXX XXXX airport and XXXX Airport. The expected date of service was Monday XX/XX/2020 to Thursday XXXX XXXX. \nI made 9 payments for this vacation in the total amounts : XX/XX/2020 {$190.00} XX/XX/2020 {$260.00} XX/XX/2020 {$260.00} XX/XX/2020 {$260.00} XXXX XXXX {$260.00} XX/XX/2020 {$260.00} XX/XX/2020 {$260.00} XX/XX/2020 {$260.00} XX/XX/2020 {$260.00} TOTALING {$2200.00} The merchant, XXXX, posted a letter to their website on XXXX XXXX stating that they suspended regular operations. This letter also states that in order to receive reimbursement for the charge processed with XXXX you need to call and work with your bank DIRECTLY. \n\nXX/XX/XXXX. 2020, I made several attempts to reach XXXX by calling their customer service line +XXXX XXXX which was deemed invalid. No calls were being taken, the phone line had been disconnected. I also tried calling their Guest Services at XXXX XXXX which was also disconnected. \n\nOn XXXX XXXX, around XXXX, I received an email from XXXX stating that THEY had gone ahead and cancelled my trip. They specifically stated Your resort reservation will be cancelled automatically. All cancellation fees have been waived. You will need to speak to your credit cards issuing bank for your options as a cardholder. \n\nOn Monday XX/XX/2020 I checked my XXXX   itinerary and noticed cancellation refund popped up for XX/XX/XXXX and XX/XX/XXXX. I chatted with Citibank to verify if there were any refunds from XXXX on my account. I was told to wait 4-5 business days to see any changes. On XX/XX/XXXX, I checked my account and NO refunds had been given. \n\nI have made several dispute claims since with Citibank regarding the charges made by XXXX. No services were rendered, and the cancellation of my trip by XXXX means that no services will be rendered. \nAt no point in the process did I, the customer, request to cancel the trip or any portion of it. \nCitibank has completely FAILED to refund my money or offered any assistance in the matter. At this point in time, I have sent Citibank 3 letters, as well as multiple pieces of documentation, proving that XXXX cancelled my vacation and stole my money. I never went on vacation! SERVICES WERE NOT RENDERED! I do not know how many times I have to explain the situation to citibank in order for them to understand that the services I paid for were not rendered, therefore I am owed all of my money back.","date_sent_to_company":"2020-05-14T23:50:07.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"11776","tags":null,"has_narrative":true,"complaint_id":"3652801","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-05-14T23:10:51.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Money was taken from your account on the wrong day or for the wrong amount"},"highlight":{"complaint_what_happened":["I chatted with <em>Citibank</em> to verify if there were any refunds from XXXX on my account. I was told to wait 4-5 business days to see any changes. On XX/XX/XXXX, I checked my account and NO refunds had been given. \n\nI have made several <em>dispute</em> claims since with <em>Citibank</em> regarding the charges made by XXXX. No services were <em>rendered</em>, and the cancellation of my trip by XXXX means that no services will be <em>rendered</em>."],"company":["<em>CITIBANK</em>, N.A."]},"sort":[17.556456,"3652801"]},{"_index":"complaint-public-v1","_id":"4969218","_score":17.507597,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dates and details below. \n\nI was scammed by a company/owner and started a chargeback since services were NOT rendered by the owner. The owner was supposed to move my personal belongings from XXXX, TN to XXXX, FL. Instead of doing this, they texted me they were leaving my items in a field in TN and not refunding my money. They literally texted me a photo of the location and my things left in the field. I forwarded the text exchanges, the photo evidence, the invoice detailing what I paid them to do, and all other evidence that showed services were not rendered and that I had tried solving this with the merchant who had refused to return my money. I told all this to Citibank and sent all the evidence to them. Citibank did not contact me by phone or email like I had requested while I was out of town and kept sending letters to my home while I was out of town. However, I still filled out the forms they sent when I got home and sent them back to them by email. The forms they sent were the same exact form that I have filled out in a detailed manner and sent back XXXX TIMES now. They just sent me the SAME EXACT FORM for the XXXX and XXXX time as of XX/XX/XXXX. The Citibank call center employee on the phone told me Citibank had misunderstood what had happened when they sided with the merchant and I have asked to speak directly with someone so that does not happen yet again during the appeal process and I can not get a live individual to contact me. They just keep telling me to fill out this form and send it to the dispute center email and then I end up getting a new copy of the blank form a few days later in the mail. This is unacceptable. They have also not responded to my dispute within the required 10 day timeframe for electronic transactions TWICE now out of the 5 times I contacted them by email. I have also contacted them by phone 3 times. It is absolutely ridiculous at this point. They have taken {$600.00} out of my account and given it to the merchant who obviously scammed me and they are doing everything in their power to draw this process out past the appeals timeframe so they do not have to correct their mistake. I have been dealing with this incompetence and these illegal tactics since XXXX. I want my {$600.00} back in my account. I want this process over and done with. I also would like them to be held accountable for their blatant disregard for several federal and state laws. I would be more than happy to send over a detailed document of multiple laws they have broken that you all could fine them heavily for. If you need to contact me, please do so by phone between the hours of XXXX and XXXX EST or XXXX to XXXX EST. Thank you. \n\nXX/XX/XXXX - XXXX time sending dispute form and sending all attachments of proof that the agreed upon services were NOT rendered. \n\nXX/XX/XXXX - submitting appeal request XX/XX/XXXX - filling out same exam dispute form and sending again with all attachments of proof that services were agreed upon and then NOT rendered. \n\nXX/XX/XXXX - filling out same exam dispute form and sending again with all attachments of proof that services were agreed upon and then NOT rendered. \n\nXX/XX/XXXX - filling out same exam dispute form and sending again with all attachments of proof that services were agreed upon and then NOT rendered. \n\nXX/XX/XXXX - filling out same exam dispute form and sending again with all attachments of proof that services were agreed upon and then NOT rendered. \n\nI also called in several times in-betwen those emails to the disputes department. I can get the call logs if needed. They never called me. The only contact I received that they initiated was sending that same form over and over again.","date_sent_to_company":"2021-12-02T19:54:15.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33156","tags":null,"has_narrative":true,"complaint_id":"4969218","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-12-02T19:15:44.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["XX/XX/XXXX - XXXX time sending <em>dispute</em> form and sending all attachments of proof that the agreed upon services were NOT <em>rendered</em>. \n\nXX/XX/XXXX - submitting appeal request XX/XX/XXXX - filling out same exam <em>dispute</em> form and sending again with all attachments of proof that services were agreed upon and then NOT <em>rendered</em>. \n\nXX/XX/XXXX - filling out same exam <em>dispute</em> form and sending again with all attachments of proof that services were agreed upon and then NOT <em>rendered</em>."],"company":["<em>CITIBANK</em>, N.A."]},"sort":[17.507597,"4969218"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":115,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":115}]}},"product":{"doc_count":115,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card","doc_count":66,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":64},{"key":"Store credit card","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":19,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge 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