Consumer complaint received 2023-07-06
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:
XXXX XX/XX/XXXX, I was set to fly out with XXXX XXXX ( XXXX ). I unfortunately missed my flight, cause much stress, frantic in trying to find another flight and/or a flight credit- on top of being in a crowded airport, while my companion was furiously angry. 
-While he was on the phone with his own travel rewards company, I was researching online what to do if you miss a flight with XXXX XXXX using " missed flight XXXX XXXX '' as the search topic. One of the first search results was What to do when you miss your Flight XXXX XXXX XXXX XXXX XXXX XXXX Blog -On that website is says " talk to a real person and get a human at XXXX XXXX and to dial XXXX XXXX XXXX -Upon calling that number, I spoke to a person named XXXX, and impersonated a XXXX representative. I provided him with my travel itinerary, confirmation #, my name and DOB ( also my companion 's ). He attempted to find me other flights, and when those flights did not work out he told me he would provide a travel credit for {$99.00} a person. I lost reception, and he called back multiple times from ( XXXX ) XXXX. I picked up eventually and he said he would need a CC to process the credit. I provided him with my CC information and billing address and email. He said I can call back with with iternary # and speak to him ( XXXX ) to rebook. 
-Once I was able to leave the airport, into a quieter place, the pieces of what happened started to fall together, so I called XXXX directly ( from a number found on the actual XXXX website XXXX. I spoke to a representative who told me they have no knowledge of the phone numbers I had called nor any record of me speaking to a XXXX. When it when I came to the realization that I was scammed by a person impersonating a XXXX  employee. And look further into my call log and the ( XXXX ) number he had called me with was labeled as potential spam by my phone. I saw the pending charge of {$190.00} and I immediately took action to resolve. 
-I called my credit card company Citibank and gave them the details of what had happened and they assured me not to worry and that the transaction would be canceled and I would get a new credit card and that the {$190.00} transaction would not be posted. I received a transaction canceled email confirming what I was told and the charge was removed. 
-My companion called his XXXX  XXXX XXXX XXXX XXXX ( the flight was booked under his rewards CC ) and was able to get the flight credit processed through XXXX XXXX the same day ( XX/XX/XXXX ). 
-I checked my account today, XX/XX/XXXX, and saw that the charge was processed and posted on my account. I didn't receive any notification from Citibank that this was changed and would be posted. 
-I called XX/XX/XXXX Citibank and spoke with a representative who said it is still pending and didn't acknowledge my concern that I already received an email from Citibank telling me it was canceled. I was transferred a few times to the dispute and told it was pending and asked what happened again and if I called the merchant. 
-Knowing the merchant is a fraudulent company that is impersonating XXXX XXXX- I don't want to call them back and be scammed again out of more of my money.

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