Consumer complaint received 2021-06-17
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
To Whom It May Concern : I had XXXX XXXX vouchers waiting for use, and as of yesterday evening ( XX/XX/XXXX ), I found out my vouchers are no longer valid. Per XXXX XXXX representative and supervisor, I was told Citibank canceled the vouchers and my airline tickets for {$730.00} were charged back. 
I was baffled, as I know back in XX/XX/XXXX, during the midst of no travel due to Covid 19, I just wanted my money charged back to my XXXX account, so I filed a dispute. Over a month later I got a text from Citibank that the dispute was resolved and to check my app. On a Citi letterhead, it stated that because I accepted vouchers, there was no cancelation and there was no charge back. The same also applied when I sent a dispute to Citi for XXXX XXXX. 
Ok, so I have vouchers. No big deal. I just have to wait for the world to open up. Since then I was in communications with XXXX, who moved up their voucher deadline from the Fall of XXXX to XX/XX/XXXX to be used by XX/XX/XXXX. They told me in early XXXX to call back in mid XXXX to see if the deadline was extended in case destinations do not fully open. 
I called back last night, and the rep told me I can now check the vouchers on their website for status which I did while heguided me over the phone. The XXXX website gave a status saying " this code can't be found or it might have been cancelled. Please call our Customer Services. '' The representative was surprised as I gave him my initial itinerary booking number. When he pulled it up, he was confused as to why the voucher numbers did not work. He spoke to his supervisor who notified my rep, Citibank canceled the vouchers during a dispute and the funds were charged back. 
I was astonished as to how Citibank could cancel my vouchers at all as this was not part of a dispute investigation. I was also astonished how I continued to receive customer service over my vouchers during the Fall of XXXX and XX/XX/XXXX after being screened as a customer. I do not understand why all of a sudden these vouchers are no longer valid, and I have money floating in limbo between what XXXX says and what Citibank told me tonight. 
I also do not understand why I am finding out about these other dispute documents now needing to be signed by XX/XX/XXXX when I was notified my XXXX charges would not be reversed and the vouchers remain as they are. This is nuts. If paperless communications work this way, I want to be taken off paperless services and receive everything by mail. I was notified by text before through the app so why wasn't I notified with these docs and their attachments? 
Attached is my voucher confirmation I received on XX/XX/XXXX with the numbers for each of two passengers ; my original booking ; the signed documents regarding cancellation, and screenshots of XXXX rejecting my voucher status. 
Please reinvestigate why XXXX believes Citibank canceled my vouchers and the funds were charged back to my account when clearly this is not the case. 
Please understand, I am sending the same documentation and correspondence to the CFPB to investigate as well as why there is a customer issue with Citibank credit services and their customer correspondence in matters like this and communication practices. 
Thank you for understanding my aggravation with this matter.

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