Consumer complaint received 2019-03-11
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:
I am using XXXX XXXX VISA Card by Citi since last year. I purchased one ticket from XXXX XXXX XXXX ( Merchant name : XXXX XXXX XXXX ) on XX/XX/XXXX to travel on XX/XX/XXXX ( e-Ticket : XXXX, BOOKING REFERENCE : XXXX ). Price was {$1000.00}. Airlines charged me twice ( {$1000.00} each ) for the same ticket. Both of these charges are on my XX/XX/XXXX statement. So, I disputed one charge of {$1000.00} ( Dispute ID XXXX ) on XX/XX/XXXX. This dispute was resolved in my favor on XX/XX/XXXX ( One payment of double charged for the same ticket ). Citi gave me permanent credit of {$1000.00} for XXXX. It is on XX/XX/XXXX statement. 

On XX/XX/XXXX, XXXX XXXX XXXX sent me an email stating the ticket ( e-Ticket : XXXX, BOOKING REFERENCE : XXXX ) was suspended because of refusal of the card holder. Here is airlines email response : We regret to inform you that for a payment refusal of the card holder, your ticketXXXX flying fromXXXX XXXX VIA XXXX toXXXX   purchased onXX/XX/XXXX can not be continually used. Because of this reason, I have opened another dispute on XX/XX/XXXX ( dispute id XXXX ) for the remaining payment ( the another payment of double charged ) of {$1000.00} as Airlines suspended my ticket and I can not use it anymore. I sent Citi all the relevant emails from Airlines and document they asked for. Citi gave me {$1000.00} temporary credit for the dispute XXXX. This temporary credit is on my XX/XX/XXXX statement. 

On XX/XX/XXXX, I received a notice from Citi, that they closed investigation of Dispute ID : XXXX as airlines mentioned that ticket was already been used. Which was totally wrong information as my ticket was purchased to travel on XX/XX/XXXX. Also, Citi has reversed my temporary credit of {$1000.00}. Then, I reopened the dispute XXXX on XX/XX/XXXX with additional documents. So I received again a temporary credit of {$1000.00}. Both of these transactions are on XX/XX/XXXX statement. 

On XX/XX/XXXX, I received a notice from Citi, that dispute XXXX is resolved in my favor. Here is the message from Citi : The conditional credit ( s ) of {$1000.00} on your XX/XX/XXXX statement is now permanent. The merchant or merchant 's bank has accepted this charge. But, on XX/XX/XXXX statement, I see reverse charge of {$1000.00} although the dispute was resolved in my favor. One of the customer service representatives mentioned ( on XX/XX/XXXX ) that investigator resolved the case, but forgot to give me the credit of {$1000.00}. So, she put note for auditors to looked into the issue. Representative mentioned that I will receive an update within one week. But, now it is more than 2 weeks, still no update from Citi. I called Citi few more times, but no update. Moreover, I could not talk to any investigator/auditor from Citi. Customer representatives mentioned, investigator/auditor does not talk to customers. 

Since XX/XX/XXXX, I have talked to Citi Customer service center and Citi Dispute department for more than 100 times and spends many many hours to resolve this issue. But, sometimes they dont understand and dont want to resolve the issue. I have credit card from many different companies. But, never had this kind of issue with any other credit card companies. 

I need my {$1000.00} credit back from Citi credit card as soon as possible. The dispute XXXX got resolved in my favor, but I did not get any credit for this dispute ( they gave me temporary credit on XX/XX/XXXX statement then reversed on XX/XX/XXXX statement. Again gave me temporary credit on XX/XX/XXXX statement then reversed on XX/XX/XXXX statement ). Also, I need credit for the number of hours I needed to spent with them to resolve the issue ( Although the issue is still not resolved ). Also, I want government should do something so that they can not cheat with any other customers. They are cheating with many customers like me. Also, {$1000.00} charge is on my XX/XX/XXXX statement. I am not going to pay this money. My due date is XX/XX/XXXX. I will not accept any interest on this {$1000.00} charge until I get a resolution. 


- In XX/XX/XXXX statement, I have two charges of {$1000.00} each for the single ticket ( e-Ticket : XXXX ( BOOKING REFERENCE : XXXX ) ) - In XX/XX/XXXX statement, I have two credits of {$1000.00} each ( one permanent credit of Dispute ID XXXX and one temporary credit for Dispute ID : XXXX ). 
- In XX/XX/XXXX statement, I have one reverse credit of {$1000.00} ( as Dispute ID XXXX was not in my favor as of XX/XX/XXXX ), one temporary credit of {$1000.00} ( due to reopen my Dispute ID XXXX ) - In XX/XX/XXXX statement, I have one charge of {$1000.00} ( Citi reversed my temporary credit although dispute XXXX was resolved in my favor ).

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