Consumer complaint received 2023-10-14
Company: CITIBANK, N.A.
State: NJ
Product: Credit 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:
In XX/XX/2023, I made the exciting decision to treat my son XXXX to an unforgettable experience : attending a football camp alongside his favorite XXXX player, XXXX XXXX of the New York XXXX. It was the perfect birthday surprise for his upcoming XXXX birthday - a gift that would create memories to last a lifetime. 
The football camp was scheduled for XX/XX/2023, from XXXX to XXXX. Initially, I secured a regular admission ticket for {$150.00}. After receiving multiple advertising emails for camp upgrade packages, I decided to surprise XXXX & give him a birthday gift to have a one-on-one experience with his idol, XXXX XXXX, so I purchased the upgrade MVP package for an additional {$400.00}. 
Unfortunately, as the camp progressed, a sudden turn of weather took us by surprise. Dark clouds rolled in, and with them, the fear of thunder struck my son 's XXXX. His extreme fear of thunder overwhelmed him to the point that he hesitated to participate in the highly anticipated MVP portion of the day. Despite my best efforts to reassure and encourage him, XXXX ultimately decided to go home, missing out on the opportunity to play with his favorite player. 
Before leaving the camp, I sought assistance from XXXX, a dedicated employee of XXXX Sports. I explained the situation to him, hoping for a resolution. XXXX promptly took action, reaching out to XXXX XXXX, the CEO of XXXX XXXX my relief, XXXX came back to me with reassuring news. XXXX XXXX personally assured XXXX that I would receive a refund for the MVP portion of the experience that my son was unable to participate in. To ensure transparency and effective communication, I promptly sent an email to XXXX XXXX the next morning, confirming his commitment to the refund. I was delighted by his quick and courteous response, as he not only reiterated the promise of a refund but also instructed the XXXX XXXX XXXX, XXXX XXXX, to expedite the refund process. 
With great optimism, I eagerly awaited the refund from XXXX XXXX, fully acknowledging their professionalism and commitment to customer satisfaction. To express my gratitude and appreciation, I promptly left XXXX review on XXXX to XXXX their professionalism. 
However, despite the initial promises of XXXX XXXX, CEO of XXXX XXXX, I have yet to receive the refund that was assured to me. It's been more than frustrating and time consuming as I reached out to Citicard and filed a dispute and for XXXX months I have been going back-and-forth with XXXX 's, less than efficient employees and mind boggling process, with no resolution in sight. How is it possible that a credit card, Citicard, rule in the favor of the merchant after the consumer provided email correspondence between them that states XXXX  XXXX  would in fact refund me, I do not understand how I have actual evidence yet they based their decision off of merchant 's hearsay. I attempted to contact XXXX XXXX  XXXX more times and never received any responses from any of them and when they responded to Citicard, most of what they said was inaccurate & i can prove it with actaual tangible evidence

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