Consumer complaint received 2022-04-18
Company: CITIBANK, N.A.
State: IN
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:
This letter concerns two disputes ( chargeback ) that I opened with the Citi Visa Card company against the merchant XXXX that sold us air tickets on XX/XX/XXXX ( the charge was {$1800.00} - Case XXXX ) and modified the outbound flights on XX/XX/XXXX for a fee ( the charge was {$30.00} - Case XXXX ). Both of these services we bought using the XXXX card were cancelled by the merchant ( and not by me! ). Hence we did not get the product/service we paid for. 

Examining the attached documents and the proof that they contain, you will easily conclude that this merchant ( XXXX ) has not provided the service/goods that we purchased. The XXXX company facilitates this theft instead of protecting us, their loyal customers. 

The first dispute ( Case XXXX ) : using our Citi Visa card ( paid {$1800.00} ), we bought plane tickets through XXXX on XXXX XXXX but XXXX after a while, XXXX canceled them. At this hour, our trip with XXXX XXXX sold to us by XXXX and that should contain 4 legs ( 4 flights ) contains only two legs, i.e., only the return flights ( and no outgoing flights ). The departure date is set for XX/XX/XXXX and there are no outbound flights because XXXX cancelled them. 

The second dispute ( Case XXXX ) : After XXXX announced us that our outgoing flights/tickets were not available any longer ( after months of having tickets issued in the system with the Turkish Airlines ), we used the Citi Visa again to re-instate the outgoing flights. We were charged {$30.00}. A few days later, XXXX canceled this last set of outgoing tickets also. 

While the first dispute is still opened, the second was closed by XXXX even before I had a chance to answer it. XXXX closed the second dispute on XX/XX/XXXX two days before I had a change to fax my response explaining the situation. 

I am afraid that XXXX will also close the first, more important dispute without carefully examining my documentation that shows the true facts. We bought services that HAVE NOT BEEN GIVEN TO US. Why should we pay for them?

All details are in the attached documents. Please review them carefully to see that we are right. All these documents were sent to XXXX, but as of today, anything ( any responses I sent them ) are not showing up in the online account. More than that, I contacted XXXX and requested repeatedly to be sent a letter that show the first dispute was opened and they refused, citing the fact that everything should be online. Well, the larger amount dispute is not listed online. NONE of my responses are attached to the added to the files online as they should be. 

I am attaching all the documentation that shows the chronological events. It is addressed to the XXXX investigator that is supposed to research these two disputes and arrive at a conclusion. 

Please help us get our honestly earned money back!

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