When unexpected charges, incorrect returns, or duplicate transactions show up on a statement, phone calls to standard support agents often result in weeks of delay. Telephone conversations do not legally trigger your statutory dispute protections. Cardholders must invoke the Fair Credit Billing Act (FCBA) in writing to protect their credit standing.
Under federal regulations, cardholders have exactly 60 days from the date the first statement displaying the error was mailed or delivered electronically to file a formal billing dispute resolution request. The dispute notice must be sent via physical mail to the designated billing inquiries address in South Dakota, not the general payment remittance box. The letter must contain your name, card account number, the precise dollar figure in question, and an explanation of the billing error.
Receipt of a written FCBA dispute triggers statutory requirements for Citibank. The creditor must acknowledge receipt in writing within 30 days and thoroughly investigate the matter within two complete billing cycles (never exceeding 90 days). During this period, the bank cannot attempt to collect the disputed amount, levy finance charges against it, or report the transaction as delinquent to credit reporting bureaus.
