Consumer complaint received 2020-06-25
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 purchased our plane tickets directly to XXXX in the amount of {$3900.00}. Due to COVID 19 XXXX XXXX changed our flight time. I cant go directly to XXXX to request for refunds and had to cancel it with XXXX  where I purchased the tickets. 

XX/XX/2020- I cancelled my XXXX XXXX ticket with XXXX. I have all the refund paperwork from XXXX. But merchant sent me an email a week after that they can no longer issue me a refund because XXXX XXXX are not refunding them the money but only allowing passengers for credit. 

XX/XX/2020 - Filed a Costco Citibank Dispute for a ticket purchased at XXXX {$3900.00} asking for a refund because the merchant has agreed to initially issue me a refund and changed a week after that they can no longer issue a refund. 

XX/XX/2020-I was still communicating with the merchant XXXX  and notified them that on XX/XX/XXXX DOT issued a letter to all airlines. In accordance with Contract of Carriage and the DOT Notice, I am entitled to a refund for the unused transportation even for non-refundable tickets due to change time. 

XX/XX/2020-The merchant XXXX  did request another refund request and this time via XXXX XXXX website. The merchant notified me this that they have sent another request online for a refund via XXXX website and they sent me tracking number so I can track it. 

XX/XX/2020-Citibank sent an email that they closed the dispute investigation and since the merchant cant issue me a refund at that time and based on all the paperwork they closed this dispute investigation and Citibank reversed the charges to my credit card and the full amount has been charged to my XXXX statement. I did not contest this with Citibank because I was still waiting on XXXX refund if they will issue a refund to a merchant and I can just resolve the refund issue with the merchant directly. 

XX/XX/2020-I went to XXXX website to check on status on my refund and was approved on XX/XX/XXXX and the funds will be sent back to the merchant XXXX XXXX  directly. 
I then sent an email to the merchant XXXX XXXX  to let them know that the refund has been approved by XXXX XXXX on XX/XX/XXXX. The merchant XXXX  responded that they will issue me the refund once they receive the funds from XXXX and they notified me that Citibank has raised a 2nd chargeback on XX/XX/XXXX. They stated that the bank has taken out the money from their account. Therefore, they are requesting to remove the 2nd chargeback so that the refund can be initiated from their end as soon as they get the funds. 

XX/XX/20 & XX/XX/20 - I contacted Citbank and sent Citibank billing dispute an email twice asked them to remove the 2nd chargeback since they closed this investigation. Citibank kept refusing the there is no 2nd chargeback and they have closed this investigation the funds should be with the merchants bank. I'm so frustrated because they're not willing to help me to at least reach out to the merchant bank directly to resolve the 2nd chargeback the Marchant keep insisting. 

XX/XX/20-I reached out to the merchant XXXX  again to let them know that Citibank stated that there is no 2nd chargeback. The merchant responded and submitted a document showing that there is 2nd chargeback on XXXX. I then submitted the document to Citibank Billing dispute and escalated my email to a Supervisor Billing Dispute investigator if they can reach out to the merchants bank directly to resolve the 2nd chargeback and remove it. I requested if they can send me a letter from the merchant bank to state that the 2nd chargeback has been removed. 

XX/XX/2020-Citibank responded with an email and stated they have closed the investigation and they cant further assist. I am not very happy with their response. Since this is between Citibank and merchants bank why cant Citibank help me to get the 2nd chargeback resolve. Is it hard for Citibank to call the merchants bank and ask them to confirm that the 2nd chargeback on XXXX has been removed. 

My complaint here is with Citibank Dispute I am not disputing about them closing the investigation and Im not asking them to resolve the refund with the merchant. I just want them to remove the 2nd chargeback so the merchant can issue me a refund. The merchant has already notified me that they will issue me a refund once the 2nd chargeback has been removed. All Im asking is for Citibank dispute to contact the merchants bank directly and investigate the document I sent them why there's a 2nd chargeback on XX/XX/XXXX and why Citibank keeps refusing that there is no 2nd chargeback but the document shows there is a 2nd chargeback issued by Citibank. Citibank has already charged me on my XXXX statement. Someone has the money of {$3900.00} I just don't know who has the money if Citibank has it or the merchants bank has it. It just needs to be released back to the merchant directly so I can settle my refund issue with XXXX XXXX directly. 

I hope this information helps and I would really appreciate any assistance on this matter. Somehow the money I was charged is lingering somewhere either with Citbank holding it or the merchants bank. I just need the 2nd chargeback remove and send me a letter stating that this has been resolve with the merchant bank and that the chargeback has been removed. 

Thank You

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