Consumer complaint received 2020-04-06
Company: CITIBANK, N.A.
State: NY
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 am writing to file a complaint against Citibanks incomplete and inaccurate response dated XX/XX/XXXX2020. Citibanks response, dated XX/XX/XXXX2020, stated that the charge of XXXX 's transaction in the amount of {$1500.00} can not be considered fraudulent and that they may require to report my account as past due to the consumer reporting agencies. Citibank has entirely missed the point and seemed to have mishandled my complaint of XX/XX/XXXX2020. I am of the opinion that Citibank has reached the wrong conclusions ; that may be due to an underlying failure to perform proper due diligence - review and investigate the matter. 
On XX/XX/XXXX2020, I filed a complaint with CFPB ( previous CFPB complaint id # XXXX ) against Citibank regarding a transaction with XXXX for an amount of {$1500.00}. The reason was for not receiving service from the merchant ; however, Citibanks response indicates that this charge can not be considered fraudulent. In summary, the merchant unilaterally canceled my reservation without notification and my consent on XX/XX/XXXX2020, some hours before my departure time. I only discovered their cancellation of my tickets when I tried to check-in and reserve seats. I planned to fly with XXXX tickets, but the tickets were canceled by them. Without a confirmed ticket, what service did I receive from the merchant? None. 
Its simple : XXXX took my money, and XXXX provided no tickets for my flights. So, my dispute for the charges to my credit card are for bad service/no service from XXXX -- why does Citibank choose to close the complaint by explaining the actions of XXXX were not fraudulent? 
Citibank further indicates my credit rating may suffer. This also seems wrongheaded by Citibank. I take pains to keep my account in good standing. It has always been in good standing for all these years. My payments are always on time. Even though I did not receive the service from XXXX, I still made my full payment on time because I don't like outstanding balance and pay hefty interest. I received the Citibank statement for the XXXX transaction in XXXX with a due date of XX/XX/XXXX2020. The payment was cleared on XX/XX/XXXX2020. Proof of payment was included on the XX/XX/XXXX2020 submission. There is no outstanding item in my account ; therefore, why is my account being report to the credit agencies? Because of Citibanks irresponsible action, it appears my credit score has dropped to XXXX from XXXX. My understanding of the consumer protection laws is that Citibank must provide accurate information and it must take prompt actions to correct its errors. 
Citibank should not rely on the outdated info and conclude their investigation without conducting a current review of my account and documents. Citibank indicated that they received a valid ticket info from the merchant. The tickets were valid from XX/XX/XXXX to XX/XX/XXXX, but the merchant unilaterally canceled my tickets on XX/XX/XXXX late afternoon. My departure date was XX/XX/XXXX. If the tickets were valid as Citibank indicated, why did I rebook another 2 tickets cost twice the amount of the XXXX tickets? I am not a bank and every penny is my hard earned money. It would not take long for an employee of Citibank to XXXX Customer complaints XXXX and discover that other travelers have experienced problems with this merchant ; this is a fact and it adds credibility to my complaint about bad service/no service by this merchant. I only found out about XXXX service problems after I had booked my tickets. 
It seems Citibank closed the complaint based on their outdated comments dated on XX/XX/XXXX, 2020. I can say on a positive note that Citibanks representatives have generally been courteous, but their conclusion of this matter seems dead wrong. Each time I speak to the representative I am provided with inconsistent information. I strongly suggest that Citibank provides comprehensive training to its customer representative to avoid misleading information given to customers.

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