Consumer complaint received 2020-10-08
Company: CITIBANK, N.A.
State: NJ
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:
I booked XXXX # XXXX through XXXX on XX/XX/XXXX. I purchased airfare for {$2200.00} for XXXX XXXX XXXX and {$2200.00} for XXXX XXXX XXXX on my Citicard through XXXX which went to XXXX  ( XXXX the airline ) for a trip to XXXX leaving XX/XX/XXXX and returning XX/XX/XXXX XXXX  # XXXX & XXXX ( credit back through Citibank on XXXX statement ) On XX/XX/XXXX I received an email through XXXX  ( XXXX  ) that due to the Coronavirus Covid-19 all their flights were cancelled from XX/XX/XXXX through XX/XX/XXXX ( see email attached ). 
And that they would give me a voucher for a later date. I responded ( see email attached ) that I did not want a voucher I wanted to credited back on my credit card. We were going to see my daughter  in XXXX for XXXX and we would need to book on another airline if they were not going to be flying. They credited us back in total for my sons ticket which was purchased on another credit card and booked with them directly. They said that me and my husbands tickets needed to be credited back by XXXX and to reach out to XXXX. Even though the credit card charge went directly to XXXX. 

I repeatedly have called and reached out to XXXX. During this time from XX/XX/XXXX through the trip date and after that date. The XXXX site said at that time due to the high volume of calls etc.. you can only reach out to them within 24 hours of your trip which I did. I called and submitted the form regarding the itinerary which is what XXXX says to do. I have repeatedly submitted this form online regarding the airfare that was cancelled by XXXX and that it needs to be cancelled through XXXX and refunded to me. I have never been able to get anyone on the phone. I only get the automated person who tells me when I put in the itinerary number that the trip was cancelled. On XX/XX/XXXX I received an email from XXXX saying the flight home was cancelled on XX/XX/XXXX ( see attached This was the first time XXXX reached out to us regarding the cancelled flights even though XXXX had reached out to us on XXXX ) and that we have been put on a random flight from XXXX to Arizona on XX/XX/XXXX. I repeatedly reached out to XXXX and again can not get anyone on the phone. I have submitted the online form multiple times and no one has gotten back to me. It also says I cant contact them until 10 days before my trip If I go onto my account on XXXX. The trip now shows that its from XX/XX/XXXX through XX/XX/XXXX confirmed Itinerary #  XXXX and its a one way flight from XXXX to XXXX on XX/XX/XXXX. I still can not get anyone on the phone to straighten this out. Also, I submit the online form again to cancel this. 

These are the reasons I reached out to Citibank to handle this dispute. Citibank ended up fighting the disputes and I was credited back for one of the tickets. I immediately called and was told they were still handling the other one and that is why I had not been credited back. I continually called and each time was told they were still fighting it, weekly I called. I asked if they needed any additional paperwork or if they wanted me to resend the paperwork I had submitted to them. Each time I was told no, this went on for months. I was just told today XX/XX/XXXX that they closed the dispute because I never submitted the paperwork. Even though I have called repeatedly since I sent the paperwork in and each time was told they had it and was working on it. They will not help me with this at all and have closed the case. I could have easily re-sent the paperwork in months ago. I am now completely out {$2200.00} 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