Consumer complaint received 2024-01-22
Company: CITIBANK, N.A.
State: AR
Product: Credit 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:
I am responding to the dispute email I received from Citi in regards to dispute cases XXXX XXXX XXXX XXXX. I wish to continue disputing these cases because I did not receive the services I purchased. I made 3 purchases with flights on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  All three of these items were for tickets from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  When I went to the airport the ticket agent stated that the flights were actually originating from a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) that I purchased on the XXXX The ticket agent said that this happens all the time with XXXX and they have a known issue with their system that causes this to happen frequently. I was informed that the Airline would refund my tickets because I showed up to the airport and this was an error I was unable to resolve. However, weeks later, there was no credit refund to be found. I contacted XXXX XXXX XXXX  and they both pointed fingers at the other merchant stating they can not help because they don't have any liability in this. XXXX said it was XXXX who switched the airline location and XXXX  customer service said it was the XXXXXXXX XXXX 

After I got nowhere with both merchants involved in this, I decided to speak to a lawyer to see what right I have and they told me to get proof of the errors in the system if possible. I recorded the way the system is switching the flight locations and then not showing this change clearly once the ticket is purchased. Once purchased it only shows you the final destination on the app so there was not a clear way for me to understand that the " from '' location was altered in the programming of the app with XXXX and XXXX XXXX. I have proof of these errors and here is the video link I posted on XXXX XXXX XXXX XXXX This shows how it moves from screen to screen and alters the flights ' origin location even when I clearly enter in XXXX XXXX XXXX  in the " FROM '' location. When it brings back the location it shows XXXX - All Airports in XXXX XXXXXXXX. This makes it seem like the location you select on future screens will be XXXXXXXX XXXX because there is no other option available. The search criteria clearly shows no airports in North Carolina but calls XXXX, XXXX XXXX  XXXX. Then after the fact it alters the airport location. If you search for XXXX it returns XXXX - All Airports in XXXX XXXX so later when you see XXXX, you assume its the same one presented to you. 

Again I contacted XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX customer service and all three said they could not help with anything and only blamed the other merchants. XXXX XXXX kept hanging up on me. I would call XXXX After I would explain the situation, they would say they are placing me on a brief hold and then would disconnect the call. 

Thanks, XXXX XXXX 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