Consumer complaint received 2021-08-20
Company: CITIBANK, N.A.
State: NY
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 have purchase 2 flight tickets ( for myself and my wife ) with XXXX XXXX XXXX XXXX XXXX XXXX for the amount of $ XXXX ticket XXXX total amount of {$1900.00} XXXX. Our scheduled flight that was from New York to XXXX was expected to take place on XX/XX/XXXX to celebrate our honeymoon. The tickets purchase was done with my Citi Prestige credit card believing back then that Citi will stand behind me and protect me if something goes wrong. I have been a Citi customer for over 13 years. When Covid-19 pandemic occurred, the airline XXXX XXXX XXXX announce cancellation of the flight and went completely dark not answering any phone calls or inquiries made via email or social media channels. After trying to reach out to the airline several times and through several attempts, I reached out to Citibank on XX/XX/XXXX as service purchase with the card was not delivered and merchant could not be reached for comments or resolution. Citi reaction was that too much time have passed since the transaction occurred and that we need to contact merchant directly for resolution. As a reminder, merchant could not be reached and moreover both banks, regulators, and airlines were all encouraging consumer to give airlines time during the pandemic to respond and resolve issues. On XX/XX/XXXX, I reopened the dispute as I didn't understand Citi rational and was answered on XX/XX/XXXX ( XXXX weeks after!!!! ) by Citi stating that the merchant stated that they have extended a voucher to be used for future travel until XX/XX/XXXX. This of course does not help us when there doesnt seem to be any resolution for the pandemic in place and places that XXXX are operating in are at high XXXX risk without resolution in the near future. Moreover, on XX/XX/XXXX, XXXX reached out to us and told us the credit amount was reduced to {$390.00} per ticket!!!!!! This is where are do see XXXX as an attempt to step away from responsibility and crediting my credit card account. When reaching out to XXXX, they have mentioned that the remaining of the mount can be recovered by contacting XXXX a company they work. After contacting XXXX  we were told that the refund amount they are willing to consider will be less 13 % of the fare and XXXX component plus the applicable cancellation fee, with As this completely changes the resolution that was not accepted at the first place by us, I reached out to Citi again opening a dispute AGAIN just to find out that Citi again is closing the dispute as it had been a long time since the transaction occurred without bothering to solve the issue. I expect this credit change event to reset the clock here as the merchant is clearly charging money here for a service that was never provided and offering 30 % of the amount originally charged for future credit with the airline. This is un heard of and it is about the time Citi take responsibility and protect its customers. Until now for the past 20 months no one from Citi bothered to call me, explain, ask for information and really try to resolve. I have all documentation in place and all communications as well as attempts for communication with all stakeholders including Citi and if Citi does not issue a credit on my account and charge back merchant, we reserve the right to take legal actions against the airline and the bank. 

I expect a resolution from Citi to recover all amounts both the remaining amount with XXXX and the amount XXXX is refusing to credit as well as the amount that XXXX would be willing to consider crediting ( unless this amount will eventually be refunded ) once and for all, this is not how I would expect bank to operate. 

I look forward to bank resolution and seek advise and support from the CFPB. 

Thank you, XXXX 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 explanation