Consumer complaint received 2023-08-17
Company: CITIBANK, N.A.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
Citibank Customer Service XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XX/XX/2023 XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX Gentlemen : I received the enclosed letter, and I am more than shocked. First, you never sent the merchants response. How in the world did you come to the conclusion that this fraudster is innocent, while I was blackmailed to pay for an illegal charge? I would like you to read my letter of explanation again and stop this foolishness immediately!

1. On XX/XX/XXXX I looked up our reservations on XXXX XXXX. I saw a vacant seat that my wife could use, and we would finally sit together. I clicked on the link to change her seat. My screen froze. I tried again with no success. A XXXX XXXX agent got on the phone and told me there was a special department that managed this type of request. She supposedly transferred me to the department to help me change my wifes seat. An agent came on the phone. He identified himself as XXXX XXXX. I told him about the seat change, and, after a pause, he came back on the line to say that this ticket was not fully paid for, and the reservation was frozen. He told me that unless these new fees and charges were not paid, my wife would not be allowed to fly to XXXX XXXX the following day. I read him the letter from XXXX XXXX showing the flight was paid in full. He kept demanding extra money. He kept saying the reservation was frozen and if I didnt pay the extra money or my wife would not go with me to XXXX XXXX . Most of our grandchildren live in California. We booked this trip in XXXX to make sure we would be at two graduations. How could I disappoint her? The threat was enough for me. I gave him my XXXX card. He put me on hold for at least XXXX minutes. He returned and told me my card was rejected. I later talked to XXXX XXXX who told me there was never an attempt to charge my XXXX  card on that day. XXXX kept asking for another card. I asked him to try XXXX again, but he was smarter than me. He knew XXXX would not pay the change once I explained the circumstances. Your card worked. I am now sorry I did not try a different one. I paid the money because I could not disappoint my wife or our grandchildren. Just picture yourself being shaken down by a payment that would upset your plans and make those who were supposed to celebrate with us anxious and angry.

2. I am going to enclose the invoice for her ticket. You will be able to see that my wife was paid in full, which included taxes and fees. {$2800.00}. What else could there be? Nothing, only a scheme to yank a few XXXX more dollars by extortion. 

3. Finally, how do you explain this same company using this same credit card to purchase several more tickets on different airlines? You let them charge the tickets with my same card. You initially charged my card for these tickets. Now they are under investigation. This makes no sense. You either punish a fraudster or tell them to continue using the card for whatever reason they would like. How is this possible? Your fraud department is just plain awful. Charging me the extra XXXX XXXX is unfair and what about the other airline tickets? Am I responsible for those too?

4. Other peoples names appear on the flights I supposedly booked.

I urge you, one more time, to carefully look over my account. I also would like a copy of the merchants statement as was advertised in your last communication. There is no excuse for this charge to stand. The merchant never gave you the entire story. If he had, you would be punishing him. I never threatened him with a cancellation of his flight. I also have no idea regarding my current account balance. It reads XXXX in one place and a charge in another place. Thats no way to run a business? Fix this please. 


Sincerely, XXXX 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 monetary relief