Consumer complaint received 2021-06-23
Company: CITIBANK, N.A.
State: VA
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:
We are requesting your assistance in the recovery of {$720.00} that XXXX XXXX was scammed by the dual actions of XXXX and Citibank. On XX/XX/2021, XXXX purchased a {$540.00} ticket for XXXX XXXX XXXX XXXX XXXX XXXX XXXX hotel in XXXX XXXX, California for her visit with her mother starting XX/XX/XXXX. Just prior to his, she also accidentally purchased that same day a {$720.00} ticket from XXXX, who was impersonating the legitimate website of her hotel. Immediately after this mistaken purchase, she contacted XXXX, who later promised a refund and cancellation. She also called Citibank within minutes of the mistaken purchase, who assured her she would not be responsible for the scam. Unfortunately, neither company kept their word. XXXX cancelled her reservation ( which meant she had to make the second legitimate one ), and called the hotel to cancel the reservation they'd made, but did not refund the money. Additionally, Citibank decided to hold her accountable for the {$720.00} amount, even though there was no hotel reservation associated with it, meaning she had to pay a total of {$1200.00} for a {$540.00} reservation. If Citibank had told her this from the beginning, she could have avoided attempting to cancel with XXXX and merely been scammed out of the excess charge of {$240.00} they were charging her over the actual room price instead of the full {$720.00} amount. 

Please note that Citibank is falsely claiming we are attempting to " circumvent the cancellation policy and breach the contract the customer entered. '' Citibank knows this is a lie, for XXXX immediately explained the situation to Citibank who told her she would not be liable for the charges, and XXXX followed through by staying at the same hotel on the same dates and paying for the actual reservation she had ( using the same credit card ). Additionally, we only found out our dispute was denied by logging into their website, since they neither called, mailed, or emailed us this information. And then after telling us we had until XX/XX/XXXX to appeal their denial, they denied it on XX/XX/XXXX. The denial letter was missing the first two pages, beginning with page 3 of 20. 
We do not understand why it is legal for companies like XXXX to conduct scams like pretending to be someone else 's website. In XXXX XXXX case, she was distracted with a XXXX XXXX XXXX XXXX, whom she brought to California for her mother to meet, and we imagine like her no one would intentionally do business with a company that merely tacks on hundreds of dollars to another 's legitimate service. We have filed a complaint with the Federal Trade Commission, but have received no follow-up. 
We are also very disappointed in Citibank. We understand that they make more money the higher the charge, so companies like XXXX are beneficial to them. But it is unfortunate that they too are participating in scamming their customers. XXXX must be known to Citibank as a scam company -- they receive 1 star on XXXX  's website ( XXXX XXXX XXXX ), and other websites will show a slew of 1 star reviews along with a few obviously fake 5 star reviews. 

Attached please find screen shots of promised refunds, the incomplete charge resolution posted on the Citibank website, and copies of XXXX  XXXX XXXX XXXX XXXX showing Citibank did not mail us.

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