Consumer complaint received 2022-04-27
Company: CITIBANK, N.A.
State: CO
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:
My wife and I have a XXXX XXXXXXXX XXXX XXXXXXXX, account ending in XXXX. This is a card reissued as a replacement card for the previous account ending in XXXX. In XX/XX/XXXX, we began placing charges with XXXX XXXX XXXX XXXX, XXXX for a XXXX XXXX XXXX Cruise on the XXXX XXXX originally planned in XX/XX/XXXX. That cruise was delayed due to the XXXX pandemic until XX/XX/XXXX. Once again, the cruise was cancelled and the charges were applied to a XXXX XXXX XXXX. Unfortunately, XXXX XXXX and their parent company has ceased operations and is currently in bankruptcy proceedings. We became aware of the XXXX bankruptcy in XX/XX/XXXX and contacted Citi by phone on XXXX XXXX. We were asked to mail all available documentation to Citi as a billing dispute and did so on XXXX XXXX. Numerous follow-up calls demonstrated Citi had not reviewed the case until recently ; we were even asked to resubmit everything via email which we did on XX/XX/XXXX. Today we received an email from Citi indicating that failure to notify Citi within 60 days of the " error '' meant they could do nothing in this case. We did notify Citi within 60 days of the XXXX XXXX XXXX notice XXXX XXXX 's bankruptcy. Cruises are typically long-lead items, often in years. Citi is basically non-responsive to this travel-related credit card non-delivery billing dispute. We would appreciate CFPB 's review of the case. 

The charges made to reserve the cruises follow : XX/XX/XXXX XXXX Cruises {$200.00} XX/XX/XXXX XXXX Cruises {$200.00} XX/XX/XXXX XXXX Cruises {$1900.00} XX/XX/XXXX XXXX Cruises {$5600.00} Total Charges {$7900.00} To substantiate the claim, we provided Citi the following documents. 
XXXX. XXXX XXXX XXXX XXXX for billing period XX/XX/XXXX - XX/XX/XXXX XXXX. XXXX XXXX XXXX XXXX statement for billing period XX/XX/XXXX XX/XX/XXXX XXXX. Initial XXXX Cruises booking confirmation for the XXXX cruise dates issued XX/XX/XXXX. Please note that the cruise fare at that time was {$8700.00} XXXX. XXXX XXXX booking confirmation dated XX/XX/XXXX for XXXX cruise change showing new cruise fare of {$7700.00} ( discounted due to changes prior to XXXX final payment ). 
5. Payment confirmation email dated XX/XX/XXXX showing confirmation of payments in full of {$6700.00} aligned to XXXX charges for the new cruise date of XXXX. Please note that the {$1100.00} charge marked as transfer from the XXXX is the original {$1900.00} charge of XX/XX/XXXX with XXXX  stated intention of refunding the {$800.00} difference ( which never occurred ). Ultimately, XXXX  records were updated to show the total of {$7900.00} which corresponds to the total charges made against the Citi XXXX card. 
6. XXXX XXXX booking confirmation dated XX/XX/XXXX for the rescheduled XXXX XXXX XXXX XXXXXXXX cruise with the cruise fare of {$7700.00}. 
7. XXXX XXXX payment confirmation dated XX/XX/XXXX of the cruise fare showing total payments of {$7700.00}. 
8. XXXX XXXX Commission notice dated XX/XX/XXXX noting that XXXX XXXX, XXXX has ceased operations and recommending passengers place a claim immediately with the credit card issuer.

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