How To Dispute a Credit Card Charge With Citi [2024]

Finding an unanticipated charge on your Citi credit card statement can be unsettling. But whether you’ve been overcharged, billed in error, or didn’t receive the goods or services promised, Citi offers a few ways to dispute false charges.

When you file a dispute with Citi about a charge, the issuer starts an investigation and contacts the merchant to review the dispute. You will receive a refund if Citi resolves the dispute in your favor. However, not all disputes are resolved in the cardholder’s favor, so you must provide evidence and clear information to support your claim.

Read this comprehensive guide to Citi credit card disputes to understand your consumer rights, learn how Citi handles disputes, and see the steps you should take to resolve a Citi credit card dispute.

What Is a Disputed Charge?

A disputed charge is a transaction on your credit card account that you believe is inaccurate. Disputed charges could be transactions for products or services not received, billing errors such as the wrong amount or double billing, or billing errors such as recurring charges that you canceled but are still being charged for.

Disputes are not the same as chargebacks, though you may hear the terms used synonymously. A dispute is the complaint you file with the credit card issuer, such as Citi, while a chargeback is what the issuer does to reverse the charge if the dispute is decided in your favor.

You can dispute a transaction on any Citi credit card, including travel credit cards such as Citi Strata Premier℠ Card, Citi^® / AAdvantage^® Executive World Elite Mastercard^®, and Citi^® / AAdvantage^® Platinum Select^® World Elite Mastercard^®. Disputes are also an option on Citi cash-back cards such as Citi Custom Cash^® Card and Citi Double Cash^® Card.

Consumer Rights for Disputed Charges

The Fair Credit Billing Act (FCBA) is a federal law that grants consumers protection against unfair billing practices. With the FCBA, you can dispute billing errors on your credit card account, including Citi cards. These include unauthorized charges, charges for goods or services you didn’t accept or weren’t delivered as agreed, and billing errors. 

You must follow specific procedures to exercise your rights under the FCBA. Follow these steps for FCBA protection on your Citi credit card dispute:

• Notify Citi in writing within 60 days of the first bill containing the error.
• Citi must acknowledge your dispute in writing within 30 days of receipt unless the problem has already been resolved.
• Citi must resolve your dispute within 90 days of receiving your written complaint.

Hot Tip:

Some issuers, such as American Express, offer extended dispute periods, but Citi and FCBA require you to file a dispute within 60 days of your billing statement.

FCBA Disputed Charge Process

Citi must follow FCBA requirements during the disputed charge process. These include withholding payment on the disputed amount and related charges during the investigation, not reporting the disputed amount as delinquent to credit bureaus while the dispute is under investigation, and not taking legal or collection actions against you for the disputed amount during the investigation. 

Citi can report to the 3 major credit bureaus (Equifax, Experian, and TransUnion) that you have a dispute, but it’s not considered negative credit reporting.

Although you don’t have to pay the disputed amount, it’s a good idea to make a payment anyway if you can, as you will have to pay back the disputed amount if your dispute is denied. 

Dispute Outcomes

Citi’s determination of the dispute leads to one of these options:

• If you win the dispute, Citi must inform you — in writing — how your account will be corrected. Usually, this is a note that you’ll get a refund of the disputed amount.
• If you don’t win the dispute, Citi will inform you in writing why the dispute was unsuccessful. You’ll find out when you must pay the amount owed to avoid being reported as delinquent.
• You can file an appeal if you don’t agree with Citi’s decision, but you have to do it quickly. Your appeal must be sent within 10 days of receiving the explanation or before the due date for the disputed amount, whichever is later. However, Citi can report your account as delinquent during this time and use collection methods for payment on the disputed amount, so it’s best to pay and continue to appeal.

If you’re unsatisfied with Citi’s decision, you can file a Consumer Financial Protection Bureau complaint or get help from your state’s consumer protection agency for complaints about product quality, such as a defective item.

Reasons To File a Credit Card Dispute

On any consumer credit card, including Citi cards, you can file a dispute with FCBA protection for issues such as:

• Billing errors
• Issues with goods and services
• Unauthorized transactions

Billing errors are a common reason for disputes. These may include duplicate charges, such as being billed twice for the same transaction; incorrect amounts higher than the agreed-upon price; or canceled services still billed, such as subscriptions processed after you canceled them. 

Issues with goods or services could be problems related to the quality or delivery of goods and services. For example, these could be receiving defective merchandise, never receiving a service or product you paid for, or refusing to accept a return despite legitimate reasons.

An unauthorized charge occurs when someone uses your credit card without your permission. These include lost or stolen cards, identity theft, and clerical errors. However, these problems should be reported to the fraud department rather than filed as a dispute.

Hot Tip:

Under FCBA rules, Citi doesn’t require you to pay disputed amounts during the investigation. However, we recommend paying if you can because you’ll have to pay the amount plus applicable finance charges if the dispute isn’t settled in your favor. Getting a refund for the dispute is better than paying after losing a dispute. 

Citi Fraud Claims

An unauthorized charge occurs when someone uses your credit card without your permission. These include lost or stolen cards, identity theft, and clerical errors. However, these problems should be reported to the fraud department rather than filed as a dispute.

Citi handles unauthorized charge claims differently than disputes, but you can alert Citi to fraudulent activity on your account by starting in the dispute tool.

You can log in to your account, find the problematic charge, and select Dispute Charge. Citi lists several possible reasons for your dispute, including an unrecognized charge.

Select this option, and you’ll get a pop-up warning that Citi will have to cancel and reissue your credit card. If you’re not sure, you can hit Cancel. Otherwise, you can hit the Continue button to proceed and report the fraudulent charge. You’ll need to update your credit card information for automatic payments.

Another way to report fraud is by calling Citi at 800-950-5114.

Citi protects cardholders from fraudulent activities with comprehensive fraud protection services. The Citi zero fraud liability policy ensures you’re not responsible for unauthorized charges as long as you report them promptly. Citi will remove charges if your card is lost, stolen, or used without your permission, giving you peace of mind and safeguarding your finances.

Additionally, Citi uses advanced fraud detection systems to monitor your account actively for suspicious activity. These systems analyze your spending patterns and alert Citi to unusual transactions. Citi may contact you directly through real-time alerts via text message, email, or phone to verify the questionable transactions and may temporarily hold your account until they can confirm the activity with you. Keep your contact information current so Citi can reach you quickly if necessary.

Act immediately if you suspect fraudulent activity on your Citi credit card. Submit a fraud report in your online account or contact Citi using the number on the back of your card. Review your recent transactions to identify any other unauthorized charges and make a note of them. Citi will likely cancel your current card and issue a replacement with a new account number to prevent further misuse.

Citi Dispute Options

You can choose from several options to dispute a charge in your online account, including:

• “I have canceled or attempted to cancel this transaction for goods/services from this merchant”
• “Unrecognized charge”
• “Duplicate charge”
• “I ordered goods/services from the merchant, but I never received the goods/services”
• “Goods/services not as expected”
• “Damaged items”
• “Returned goods”
• “Incorrect amount”
• “Different payment method used”

Citi Dispute Policies

Credit card issuers must meet the minimum consumer protection requirements under the FCBA, but issuers can set unique policies if they comply with the requirements. Citi requires pending charges to clear, encourages cardholders to contact the merchant first, provides a temporary credit, and can take up to 90 days to resolve the dispute.

Pending Charges

Like many other credit card companies, Citi does not allow disputes on pending transactions. Your charge may take several days to post to your account, depending on processing times. You must wait until the charge is posted before initiating a dispute. Once the transaction is fully processed, you’ll have the option to select a dispute. 

Citi has a helpful feature that allows you to request a notification when a pending charge clears. You’ll see an indication once it’s set.

Temporary Credit

When you file a dispute with Citi, you can get a provisional credit for the disputed amount applied to your credit card account. This credit is conditional and will be reversed if the investigation determines the charge is valid. 

Citi Disputed Charge Period

Citi offers a 60-day window to report disputes. The 60-day period starts when you receive the statement with the disputed amount. We recommend not waiting until the end of this period, as you can get a faster resolution if you file a prompt dispute. You’re less likely to forget important details or misplace necessary documentation.

How Long Citi Can Investigate Disputes

Citi is required under the FCBA to acknowledge your complaint within 30 days of receipt unless the issue is resolved within that timeframe. However, you’re likely to get a response much sooner than that. Citi can take up to 90 days to complete the investigation and decide your dispute. 

During the investigation, Citi communicates with the merchant and reviews the evidence you provided. You may get a request for additional information to support your claim, so it’s good to stay responsive and help expedite the investigation.

Contacting Merchants

As you submit your online dispute, Citi will inform you that contacting the merchant may be faster than submitting the dispute, but Citi says they can help if the merchant can’t. Depending on the reason you select for the dispute, you may face several questions about your communication with the merchant. 

For example, if you select Goods/services not as expected, you’ll be asked whether you contacted the merchant, when, whether it was successful, how you got in contact, and whether you tried to get a refund.

How To File a Citi Dispute

Submitting a dispute claim using your online account is easy. You can find the charge in your online account, select the option to file a dispute, and follow the questions and prompts until you can submit it. 

You can also contact Citi by chat, phone, or mail.

You can start a Citi dispute by:

• Filing a dispute in your online account
• Chatting to file a dispute
• Calling Citi
• Mailing Citi

Phone Dispute

Citi offers phone support and servicing at 855-473-4583. Relay services, including 711, are available for TTY users. 

Chat Dispute

You can start a conversation with the Citi Bot chatbot if you’re logged in to your online account. If you ask it about filing a dispute, it will give you instructions for starting a dispute in your online account — you can’t file a dispute via chat. 

Mail Dispute

If you’d prefer to file your dispute by mail, you can send your dispute to Citi’s general correspondence address. Citi has no disputed charge form, but you can write your own. 

Your dispute letter should include:

Your Contact Information:

• Full name
• Mailing address
• Phone number
• Email address (if applicable)

Your Account Details:

• Citi credit card account number

Details of the Disputed Charges:

• Merchant Name: As it appears on your statement
• Transaction Date: The date the charge was posted
• Transaction Amount: The exact amount of the disputed charge

Reason for Disputing the Charge:

• Provide a clear and concise explanation of why you believe the charge is incorrect or unauthorized.

Supporting Documentation:

• Copies of receipts, invoices, cancellation confirmations, or any correspondence with the merchant that supports your dispute
• Note: Do not send original documents. Keep those for your records.

Desired Resolution:

• Specify what action you would like Citi to take, typically a reversal or refund of the disputed charges.

Your Signature and Date:

• Sign and date the letter to validate your dispute.

If you need help getting started, use the Federal Trade Commission’s sample letter for disputing card charges.

Mail your dispute letter to:

General Correspondence
Citibank Customer Service
P.O. Box 6500
Sioux Falls, SD 57117

Online Account Dispute

Citi recommends disputing charges in your online account. Answering the questions and sharing your documentation takes just a few minutes. Here’s how you can file your Citi dispute online.

File a Dispute Online

Start by logging in to your Citi account, then select the account and go to your transactions on the account page. Locate the charge in question, then look for the Dispute Charge button. 

You can’t submit a dispute if the charge is still pending, but you can set a reminder request to be notified when the charge posts to your account and becomes eligible for dispute. Usually, the charge will clear within a few days.

Once you click on Dispute Charge, you’ll enter the dispute center. Here, Citi asks for the reason for your dispute, and you have options ranging from duplicate charges to damaged items and incorrect amounts. You can hit the down arrow on each dispute reason to see examples of scenarios that fit the reason.

The next steps vary depending on the reason for the dispute. For example, you’ll be asked about the transaction amount if you say you’re disputing an incorrect amount. Say you’re disputing an item you never received and you’ll be asked to share details about the charge amount and when you expected to receive the item.

Let’s walk through a dispute for a canceled subscription. First, select I have canceled or attempted to cancel this transaction for goods/services from this merchant.

There are just a few questions about this option. Confirm the amount, indicate whether it’s for a recurring bill, and enter the date when you canceled or attempted to cancel the transaction.

Another example is filing a dispute for returned goods. You’ll be asked:

• To confirm the amount
• Whether you were advised of the return policy
• If you followed the return policy
• When you returned the goods
• How you returned the goods
• For descriptions of the merchandise you received and returned
• For documentation to support that a credit is due

Once you’ve answered all those questions, you can hit Submit Dispute.

After You Submit Your Dispute

Citi will acknowledge receipt of your complaint within 30 days of receiving the dispute, though you will likely get confirmation sooner. You may get a letter or a message in your online account.

During the investigation, Citi communicates with the merchant to obtain relevant information about the transaction and provide the merchant with the details of your dispute. The merchant can accept the dispute and issue a refund or contest it with evidence and an explanation.

If the merchant contests the dispute, Citi reviews the information from you and the merchant to decide who is in the right. These include documentation such as receipts and correspondence. Citi then determines whether the charge is valid.

The investigation period can last as long as 90 days, as permitted by the FCBA. Citi may apply a temporary credit for the disputed amount during the investigation, including associated fees and interest. You don’t have to pay the disputed amount during the investigation, but you can get ahead of the charge if the dispute doesn’t come out in your favor. 

Citi may contact you for additional information or documentation to support your dispute, such as receipts, evidence of attempts to return or cancel the goods or services, and communication between you and the merchant, such as emails and letters.

These are the possible outcomes of a Citi dispute:

• Citi resolves the dispute in your favor, and you aren’t responsible for the charge. The temporary credit becomes permanent, and you don’t have to pay the disputed amount or related interest or fees. The merchant receives a chargeback for the transaction.
• Citi doesn’t resolve the dispute in your favor, and you’re responsible for the charge. The temporary credit is removed, and you’re responsible for paying the disputed amount plus applicable fees and interest. You get a written explanation of the reasons for Citi’s decision and supporting evidence.

You can appeal the decision with further explanation or evidence if you lose the dispute initially. However, you are responsible for paying the disputed amount. If you win the appeal, you get a credit on your account. 

How To Win Your Citi Dispute

Comprehensive and accurate information that supports your claim improves your chances of a successful Citi dispute. Provide documentation such as receipts, invoices, order confirmations, cancellation notices, and correspondence with the merchant. You can use these documents for evidence that the charge is incorrect. 

You should act quickly on a disputed charge, though the FCBA grants you up to 60 days from the statement date. Contact Citi as soon as you notice the questionable transaction, as prompt action can help you reach a resolution faster and reduce the risk of losing evidence such as receipts or forgotten details.

Before you file a dispute with Citi, attempt to resolve the issue directly with the merchant. You may get a faster resolution than with a formal dispute. If the merchant doesn’t help and you must file a dispute, Citi may ask if you’ve contacted the merchant first.

Hot Tip:

No matter how you file your dispute, whether online, by phone, or by mail, follow up with a written letter. You get FCBA protections when you send a letter within 60 days of the first statement with the disputed charge. The FTC offers a sample dispute letter you can use if you’re unsure how to get started.

Final Thoughts

Disputing a credit card charge can be frustrating, but Citi offers an easy online process for submitting your dispute. If you notice a discrepancy, first contact the merchant for a resolution. If you can’t resolve your issue with the merchant, gather relevant documentation and log in to your Citi account to file a dispute. Understand your rights under the FCBA, act quickly, and be ready to respond to follow-up questions with detailed information to increase your chances of winning the dispute.