Consumer complaint received 2020-06-27
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:
On XX/XX/XXXX I bought XXXX airline tickets from XXXX XXXX with my Citi American Express ending in XXXX. Due to problems with the emission of the tickets I disputed the charges through Citi XXXX. These were credited to my account as a security issue until the problem was solved with XXXX XXXX. 
On XX/XX/XXXX the dispute was resolved and as of that day Citi Amex issued a specific code for each ticket so XXXX XXXX could reissue tickets and the charges were rebilled to my credit card account. ( Attachments 1 and 2 ) On the return flight in XXXX XXXX XXXX left XXXX passengers without reservation, ticket or anything in XXXX XXXX. A XXXX XXXX. At this time began the new episode of claim in this case with XXXX XXXX. 
This was long because unless I was able to see the credit on my Citi XXXX statement I really didnt know what was going on because the access to the info was very hard. The details of this episode you will find in ( Attachment XXXX ). 
In the Citi Amex Statement of XX/XX/XXXX I received the credit for {$1100.00} for XXXX of the airline tickets from XXXX XXXX and as you can see in ( Attachments 4A and 4B ) the statement appeared under card number XXXX although American refund specifies card ending in XXXX. This is the norm when there is a change in the card number. Satisfied I waited to see the credit of the other XXXX tickets in question, for the same amount each XXXX in the future Citi Amex statements. This never happened. 
After being ping ponged back and forth finally at the beginning of XXXX I was able to get some written proof about the XXXX, each {$1100.00} credits to the Citi Amex card XXXX. XXXX Attachments XXXX and XXXX ) are written proof that XXXX XXXX reimbursed the said amounts to Citi Amex XXXX. They can only reimburse to the same card that was used to buy the ticket. 
Since Citi XXXX insisted that I had to clear all this with XXXX XXXX I sent faxes and inquiries though their electronic system and received the info in ( attachment 7 ). As you can see XXXX neither received the funds back from Citi Amex nor was contacted stating that there was a problem processing the funds. 
I continued to work with the credit company and sent large envelopes of information concerning the claim. 
On XX/XX/XXXX after finding a charitable and comprehensive soul at Citi Amex dispute center, I followed his instructions, told the story again and sent all the attachments proof of the funds I should have received. ( Attachment 8 ) In the midst of this come and go by phone Citi Amex made up a dispute that I never opened for {$450.00}, with XXXX XXXX. ( Attachment 9 ) is more than explanatory of the confusion and lack of information that Citi Amex has of what is going on. Again I sent a full dossier with proof of my real claim. 
Sequence of Information sent to the parties concerned in this dispute : XXXX Attachment 10 ) .On XX/XX/XXXX I started sending all the information I had at the time to XXXX XXXX and Citi Amex at the same time. This way both parties would be informed of the situation. XXXX XXXX definitely investigated the issues. Eventually they replied slowly but surely. The problem was the written proof that I needed for Citi Amex. XXXX Attachments 5 and 6 ) After receiving the final answer from XXXX XXXX in writing ( Attachment 7 ) and by direct telephone call I kept trying to get the card company to verify the refunds. ( Attachment 11 ) proof of 12 page fax to XXXX XXXX at XXXX XXXX XXXX XXXX, and ( attachment 12 ) large envelope with the same content. 
The dossier was sent again on XX/XX/XXXX to XXXX XXXX. ( Attachment 13 ). 
Since I still received no answer I sent an email to XXXX XXXX on XX/XX/XXXX and forwarded again on XX/XX/XXXX with proofs attached of all the information I had sent by all the different means of communication. XXXX Attachment email ) Until this day I have not received any kind of response to any of my communications. I have called them insistently and day before yesterday was able to access a manager that said she would look into this. 
I have decided to send this case to you because I think the least they can do is look for my money or talk to XXXX XXXX and clear the situation. 
The attitude of the card company is lacking of ethics and is very negligent. I am sure be it otherwise I would still be paying interest on that money or I would have had my credit ruined with all institutions. 
It gets to a point where you feel disarmed, defenseless and impotent.

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