Consumer complaint received 2021-04-06
Company: CITIBANK, N.A.
State: CA
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 purchased 1 ticket XXXX {$390.00} XXXX for XXXX XXXX XXXX that is supposed to take place on XX/XX/XXXX, XXXX, XXXX. 
- On XX/XX/XXXX, I purchased 1 ticket XXXX {$520.00} XXXX for XXXX XXXX XXXX that is supposed to take place on XX/XX/XXXX, XXXX, XXXX. 

- On XX/XX/XXXX, due to the pandemic caused by the novel COVID-19 virus, XXXX XXXX XXXX sent out an email " postponing '' the event to XX/XX/XXXX, XXXX, XXXX, which is over 1 year later. I found this to be unreasonable and wanted my money back. 
- On XX/XX/XXXX, I emailed XXXX XXXX XXXX asking for a refund, which they never responded to. I submitted a case using their website. 

- On XX/XX/XXXX, I contacted CitiBank for a dispute due to products not received. CitiBank denied these claims saying that I am responsible because XXXX XXXX XXXX technically did not cancel, but they " postponed '' their event to over 1 year later in XX/XX/XXXX. Although I did not agree with it, I was content with attending in XXXX because I thought I had no other options. 

- On XX/XX/XXXX, I contacted XXXX XXXX XXXX via their email XXXX and inquired about whether or not the event will take place in XXXX, and if it would not, I would like a refund. 
- On XX/XX/XXXX, XXXX XXXX XXXX responded saying that they will release more information soon. The email did not address my request for a refund. 

- On XX/XX/XXXX, XXXX XXXX XXXX " postponed '' the festival to XX/XX/XXXX, XXXX, XXXX. They did not offer refunds. I have not received my purchase for over 2 years at this point. I immediately contacted them through their support page on XX/XX/XXXX to ask for a refund, which they did not respond to. In their new terms of conditions they would like me to agree to, they included a clause that if I accept these terms, I can never get my money back under any circumstances. I refuse to accept these new terms and conditions because I have always wanted my money back. 
- On XX/XX/XXXX, I spoke to XXXX in the Citibank Disputes Department and she helped me reopen both my cases with the new information regarding the event being postponed for another year. 
- On XX/XX/XXXX, I spoke to XXXX in the Citibank Disputes Department and he educated me about faxing my request in. 
- On XX/XX/XXXX, I emailed XXXX XXXX XXXX at XXXX for another refund. 
- On XX/XX/XXXX, XXXX denied my refund even though the event was postponed two years. 
- On XX/XX/XXXX, I called Citi for an update and they instructed me to email the information in. I emailed this information to Citi 's dispute department. 
- On XX/XX/XXXX, Citi responded with a letter stating that they could no longer help me. 

In summary, I have paid for two tickets for an event that was supposed to take place in XX/XX/XXXX. Due to the pandemic, I have not been able to receive the product I purchased for two years. I do not want XXXX XXXX XXXX holding my money for two years, and I have tried multiple times XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX to ask for a refund, as well as trying to contact Citibank for a refund.

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