Consumer complaint received 2022-10-17
Company: CITIBANK, N.A.
State: FL
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:
XXXX XXXX, Thank you for your assistance in facilitation of the ongoing dispute in the amount of {$530.00} from XXXX XX/XX/2022 with Citi, associated with Vendor XXXX. What was supposed to be an enjoyable family event has turned into a problematic ordeal with Citi and this Vendor ; CFPB will note that this is our first and only disputed charge associated with our card, which has otherwise been frequently used without issue. 

This Vendor falsely represented itself in its marketing as an official venue ticket seller. We contacted the Vendor prior to purchasing the tickets to validate they were associated with the venue, which was confirmed to us. The dollar value of the tickets that was charged to the card was not what was agreed, and it was not adequately disclosed to us as customers that the transaction was non-refundable ( in fact, we have since discovered that there ARE circumstances in which the Vendor can/will refund such charges ). We were alerted to the cost issue by the text alert Citi offers to its cardholders, such that we did not recognize or authorize the {$530.00}. Immediately upon noticing this, we contacted this Vendor again ( same day as order, weeks in advance of the event which was held in XXXX, FL on XXXX XX/XX/2022 ). They told us there was nothing they could do and we should take the matter up with our credit card company despite a proactive attempt to resolve the matter with the Vendor directly. 

We followed Citi 's dispute process, but the investigators were not able to reach a favorable outcome. Based on the vague, ambiguous form letter Citi sent, we do not think they reviewed the documentation we provided to them in detail. As of today ( XXXX XX/XX/2022 ), Citi agreed to " re-review '', but we are not convinced this will yield a result in our favor, either. We are aware that this outstanding charge is negatively impacting our otherwise outstanding credit ; thus, we need some help from CFPB. 

I have three ( 3 ) points of irrefutable evidence to support this dispute : 1. Email generated as a by-product of the disputed charge. CFPB will note a few things here : o Reference to XXXX XXXX this Vendor / Name alerted us that this was not a venue vendor but instead a reseller -- - we did not knowingly or willfully enter trading relationship with this Vendor Pink Palanca. 
o CFPB will note that an E-mail received by us from the Vendor contained an Accept Tickets button We did not, at any time, accept tickets to place tickets into our Ticket Folio or take possession of tickets in question at any time. In other words, the Accept Tickets button was never clicked, and tickets were never transferred to us by this Vendor that would support or substantiate this charge. 
o CFPB will also note the Vendor website contained the following language : In instances of fraud, they may be cancelled at any time This completely and wholly refutes the Vendors claim that all orders are Non-Cancellable, Non-Refundable, etc. given this direct disclaimer.

2. Email generated as a by-product of the subsequent order through venue Vendor XXXX : o Ticket numbers placed through our XXXX order are directly behind and adjacent to the seats associated with the disputed transaction with XXXX XXXX Why is this important? We have photographic evidence that the Vendor in question -- - because we did not accept the tickets in question -- - sold the tickets to another customer, and the seats in question were occupied, meaning the Vendor associated with this dispute ( XXXX  ) is trying to double-dip here! This is financial fraud, and I will also be outreaching the FTC regarding the same, so this Vendor is not able to attempt to victimize any other consumers. 

XXXX. I also have a screenshot of transaction with official venue ticket vendor XXXX dated XXXX XX/XX/2022 which shows the correct amount for the tickets we purchased ( despite a charge to the contrary by the other Vendor ). We made this several days after the original, following a good faith dispute placed on the aforementioned transaction for the reasons stated.

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