Consumer complaint received 2020-07-04
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 XXXX XXXX cancel my trip, schedule to depart on XX/XX/XXXX from XXXX, FL to XXXX due to the Coronavirus pandemic and I do not have a full refund. 
Below is the sequence of events that led me to submit a dispute for {$680.00} On XX/XX/XXXX, I book a cruise from XXXX, USA to XXXX, XXXX, sailing on XX/XX/XXXX on the XXXX XXXX XXXX XXXX confirmation # XXXX thru my Travel Agent XXXX   XXXX XXXX ( Ph # XXXX ) Paying at that time {$900.00}. A second payment for the balance of the cruise was pay on XX/XX/XXXX for the amount of {$750.00}. A third payment for transportation from XXXX to XXXX XXXX, XXXX was pay on XX/XX/XXXX for the amount {$59.00}. The total amount for the cruise comes to {$1700.00} including taxes and fees for {$210.00}. 
On XX/XX/XXXX XXXX XXXX XXXX releases a communication that they cancel the sailings between XX/XX/XXXX and XX/XX/XXXX due to the Corona virus. This announcement makes me pay more attention on my incoming trip. 
On XX/XX/XXXX XXXX close all the Ports to cruise ships On XX/XX/XXXX XXXX XXXX XXXX. Communicate in a Press Release that cancel the sailings till XX/XX/XXXX. 
Because my cruise sailing XX/XX/XXXX was cancel, I read THE TICKET CONTRACT and in SECTION 6, CANCELLATION, DEVIATION OR SUBSTITUTION BY CARRIER PARAGRAPH i, establish, that passenger shall have a right to a full refund of the Cruise Fare if the Cruise is canceled in full, or a partial refund if the cruise is terminated early. 
I call XXXX XXXX XXXX. to ask what to do next, and they told me that have to call my Travel Agent and they will take care the refund and so I did. 
I call my Travel Agent ; explain the situation and he said to me that he has to call XXXX XXXX XXXX. to find out what to do. He calls me the next day and explains to me that he has to cancel the cruise and require the refund to XXXX XXXX XXXX. and I will receive in one week, it looks according with XXXX XXXX XXXX. that this was done on XX/XX/XXXX. 
Since I did not receive the refund I call my travel agent and they told me that coming from XXXX XXXX and I have to talk to them, that XXXX XXXX is responsible for the refund. I call them several times and they do no connect me to the customer service dep I call my Citicard to dispute the charges. I have been a Citicard member for several years and the only time I use their customer service for the right reason I have encountered the worst and most unprofessional dispute department. I get a credit of {$1000.00} and Citicard for no reason on XX/XX/XXXX give XXXX XXXX {$680.00}. An alarming number of people are complaining about their Citi credit card accounts according with XXXX XXXX on XX/XX/XXXX that let me think that something is not right here. The complaints referenced in the Consumer Financial Protection Bureau database, include those related to merchant disputes.

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