Consumer complaint received 2021-11-15
Company: CITIZENS FINANCIAL GROUP, INC.
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 gave a {$100.00} deposit using my Citizens XXXX XXXX to go on a cruise to Hawaii with XXXX XXXXXXXX XXXX. 

On XX/XX/XXXX I paid the balance of {$1600.00} using my Citizens XXXX XXXX to XXXX XXXX XXXX. 

In XX/XX/XXXX The US Government President Trump gave an order that the elderly and people with XXXX were not allowed to travel due to XXXX. We called XXXX XXXX XXXX and told them there is a government order of no travel for the elderly and people with XXXX. XXXX XXXX XXXX said all they were offering is a future cruise credit and we told them we wanted our money back we were following government orders. XXXX XXXX XXXX said all they were offering is a future cruise credit. 

In XX/XX/XXXX I filed a complaint with the XXXX XXXX XXXX that regulates cruise ships. 

In XX/XX/XXXX I filed a dispute with Citizens XXXX XXXX against XXXX XXXX XXXX. I disputed the {$1600.00} and the {$100.00} payment. I sent newspaper articles that the airport in Hawaii was quarantining people for XXXX  days and the cruise port in Hawaii was closed. 

In XX/XX/XXXX I received an email from the XXXX XXXX XXXX with XXXX XXXX XXXX saying that I had a contract with them and all they were offering is a future cruise credit. 

I sent the email from the XXXX XXXX XXXX to the dispute department at Citizens Credit card XX/XX/XXXX. XXXX XXXX XXXX was claiming I had a contract with them and all they were offering is a future cruise credit. 

XX/XX/XXXX I sent an email to the dispute department at Citizens credit card to cancel the dispute because XXXX XXXX lines said I have a contract with them. In that email I requested Citizens credit card to stop the dispute and return the money to XXXX XXXX XXXX 

XX/XX/XXXX I spoke with XXXX at the XXXX department of Citizens credit card and told him to stop the dispute that XXXX told the XXXX XXXX XXXX that regulates cruise ships that I had a contract and I didn't want any legal problems. 

Citizens Credit Card put the {$100.00} charge back on my statement XX/XX/XXXX and the charge of {$1600.00} was put back on my statement XX/XX/XXXX. 

In XX/XX/XXXX the XXXX XXXX XXXX ordered the cruise ships to return the money to the customers that wanted their money back. 

XX/XX/XXXX I went to the XXXX XXXX XXXX website and filled out a form requesting my money back. 

XX/XX/XXXX I filed a complaint online with the BXXXX XXXX XXXX againsXXXX XXXX XXXX XXXX they responded XX/XX/XXXX and XX/XX/XXXX saying that they settled with the financial institution and it's the responsibility of Citizens credit card to return my money. 

XX/XX/XXXX I received an email from XXXX XXXX XXXX that I won the dispute that I put with Citizens credit card and that Citizens Credit card has to give me my refund. 

XX/XX/XXXX I spoke with XXXX, a supervisor at XXXX and requested for a call from the dispute department. XX/XX/XXXX XXXX at the dispute department said I would get a call from XXXX the supervisor at the dispute department. 

XX/XX/XXXX I called and spoke with XXXX and requested a call from the dispute department. XX/XX/XXXX I sent an email to the dispute department of XXXX credit card with the response of XXXX  Cruise Lines telling the XXXX XXXX XXXX that XXXX settled the chargeback with Citizens credit card. 

XX/XX/XXXX I called and spoke with XXXX a supervisor requesting for the dispute department to call me. 

I haven't received any calls from Citizens credit card and I have XXXX  days to respond to the XXXX XXXX XXXX. I want my money back. 


Citizens XXXX XXXX  XXXX XXXX XXXX Citizens XXXX XXXX last XXXX digits XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX Case # XXXX

Company response to consumer: Closed with monetary relief