Consumer complaint received 2023-06-23
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To Whom It May Concern, I wanted to reach out and provide detail with respect to a credit card dispute in the above-referenced case in the amount of {$1700.00} from XX/XX/XXXX. 

THESE SERVICES WERE NOT RECEIVED AND I HAVE FILED WITH THE CFPB AND DEPARTMENT OF TRANSPORTATION. 

CAN SOMEONE PLEASE HELP ME AS I CAN NOT SEEM TO PROVIDE THESE FACTS TO AN ACTUAL PERSON AND THE DISPUTE WAS SETTLED WITH ME HAVING TO PAY. 


For this transaction, the details are that on XX/XX/XXXX I submitted an order with online vendor " XXXX ''. The initial reservation detail indicated travel from XXXX to XXXX and then back to XXXX XXXX XXXX for a work trip. A screenshot of this is attached ( see " XXXX XXXX XXXX '' ). 

When I reviewed the actual travel portal the discount booking service had booked the trip from XXXX back to XXXX Arizona- which was incorrect. I immediately tried to call them. They have no phone number - only an e-mail address. I contacted this e-mail address and they only provided me with the screenshot of the incorrect booking. 

Note that I made the booking for an airline and contacted them within a few minutes ( about an hour ) from the original purchase. According to UXXXX Department of Transportation rules, this airline ( or the travel agent ) I think should have been able to immediately refund the flight or change to the correct flight. The screenshot of the incorrect booking from their system just reiterates the point that there was an error with the ticket. 

Contacting the vendor 's chat team was incredibly difficult. There were many spelling typos and they did not understand my request ( see " XXXX Customer Service '' ). I have also tried to communicate with this vendor over e-mail. Their online spelling and communication is very difficult- there are many typos ( and no phone number ) ( see " XXXX E-mail XXXX '' and " XXXX e-mail 2 '' ). In these communications, they frustratingly just sent me the picture of their incorrect system and did not offer any solutions. 

This is a lesson learned. In looking at XXXX, many customers have had this issue. There are over XXXX reviews and over XXXX of them are one star due to similar issues. 

Because of this issue, I immediately booked the correct travel directly with another airline ( with the accurate booking ). 

I have also filed a detailed dispute with the US Department of Transportation who appears to have a file on this merchant for similar issues ( see " Department of Transportation Referral '' ). 

I wanted to provide this detail to you for the above-noted case so that you may have the information necessary to hopefully proceed. 

I hope this can be resolved favorably. I have not received any merchandise or services from this vendor and, in fact, they appear to have just cancelled my reservation in their system ( see " XXXX XXXX XXXX '' ). 

Many thanks for your time and assistance- have a great week. 

Best, XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation