Consumer complaint received 2023-06-27
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:
Subject Complaint Regarding Refund Denial by XXXX XXXX and AAdvantage Credit Card Dear CFPB, I am writing to file a complaint against XXXX XXXX and AAdvantage Credit Card regarding the denial of a refund for my canceled flight reservation. I believe that both entities have violated consumer protection regulations in the banking and airline sectors, as outlined in the Federal Register document titled Airline Ticket Refunds and Consumer Protections ( Document ID : XXXX ). I seek your assistance in resolving this matter in accordance with the aforementioned regulations. 
On XX/XX/XXXX, I purchased two tickets for my wife and child from XXXX XXXX, with a total cost of XXXX. Unfortunately, the day after the purchase, both my wife and child tested positive for Covid-19. In response, I immediately canceled the reservation but was not provided with a credit or refund by XXXX XXXX. Subsequently, I contacted XXXX XXXX ' customer service multiple times, only to be advised to approach my credit card company for a refund. 
On XX/XX/XXXX, I received an email confirming the cancellation of the reservation from XXXX XXXX ; however, no refund was granted. To rectify this situation, I promptly filed a complaint with the following details : Complaint Details : Complaint Record Number : XXXX AAdvantage Credit Card : Account number XXXX XXXX XXXX XXXX Amount XXXX The merit of this complaint can be attributed to the following factors, which are in violation of the regulations outlined in the Federal Register document : Violation of AAdvantage Travel Back Guarantee : Upon opening my AAdvantage Credit Card account, I was informed by a sales agent that it includes a travel back guarantee, which covers trip cancellations. In this case, despite the cancellation being necessary due to unforeseen circumstances, I was denied any form of refund. 
Reference Airline Ticket Refunds and Consumer Protections Federal Register Document ID XXXX XXXX Failure to Comply with COVID 19 Pandemic Regulations At the time of the flight cancellation on XX/XX/XXXX, the Centers for Disease Control and Prevention ( CDC ) still had the US COVID-19 Public Health Emergency ( PHE ) declaration in place. As per the regulations outlined in the Federal Register document, airlines were required to offer free cancellations if a positive Covid 19 diagnosis was encountered. However, XXXX XXXX did not honor this regulation and denied any form of refund. 
I kindly request your intervention in this matter and urge you to investigate the actions of XXXX XXXX and AAdvantage Credit Card. I believe that both entities have violated consumer protection regulations, as detailed in the Federal Register document, and that appropriate measures should be taken to ensure I receive the refund I am entitled to under these regulations. I have continued to reach out to Citibank Credit Card customer Service and the complaint still is in Pending Status since XX/XX/XXXX. 
Please find attached copies of all relevant documentation supporting my complaint, including the reservation cancellation email from XXXX XXXX, the credit card statement showing the purchase, and any other pertinent evidence. 
I appreciate your attention to this matter and look forward to a swift resolution. Should you require any additional information or have any further inquiries, please do not hesitate to contact me. Thank you for your commitment to protecting consumer rights and upholding the integrity of the banking and airline sectors. 
Yours sincerely 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