Consumer complaint received 2021-07-27
Company: CITIBANK, N.A.
State: AZ
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:
Dear Sir/ Madam, Me and my family had booked our dream trip to XXXX XXXX finally have my family in XXXX meet my wife and XXXX kids after 6 years of marriage. We bought a XXXX XXXX XXXX from their official website which costs {$4800.00} and had saved up for 3 years for that and some cash to spend in our 2 weeks holiday ( staying home wife with XXXX kids made it hard to save ). The flight started with XXXX XXXX from XXXX to XXXX, in which the plane arrived on time at XXXX, we ran out of the plane and headed to terminal 1 from terminal 4 to catch our XXXX to XXXX flight in which we were surprised that the flight had boarded and left at XXXX ( based on XXXX XXXX associate ) we were there at exactly XXXX yet the gate was closed and we were told to go to the XXXX XXXX  counter to try and rebook. Once we got there, we were told that we need to pay over {$4400.00}. We couldn't possibly afford or had been able to pay that or even close since we didn't even have half of that for the whole 2 weeks stay. We spent a whole week in hotels in New York in which spent all the trip money trying to have XXXX XXXX accept their mistake and rebook our flight for different date. Despite that our trip would have been cut in half from 2 weeks to one week yet we still want to make it. I have called every possible costumer service and spent two days at the airport XXXX XXXX counter with no response. I was treated very badly had told by the XXXX XXXX staff to continue my claim with their XXXX number and send feedback in which I did and it didn't help. On Thursday XX/XX/2021 I bought a return flight back to XXXX with the left money that I had in which cost {$1200.00} with XXXX XXXX. Facts to consider : 1- our flight in our ticket and boarding pass shows that boarding time is XXXX and departure at XXXX yet we were refused to board the plane although we were there at XXXX. 2XXXX XXXX response to me that request passengers to maintain 75 minutes before boarding time for international flights yet they had sold me a ticket with connection flight only landed XXXX ( touch down ) and you boarding time at XXXX, that's less then 40 minutes without any travel time from terminal to another. 3- despite the obvious, we were prepared to work with them and pay for ticket change cost yet they didn't want to help and instead on charging so much. I filed dispute to refund charge and bank favored the airlines although the airlines themselves stated that a charge back was proceeded by my Citibank. I called the Citibank over 10 times and had submitted all documents they requested and yet they dont want to proceed with dispute and closed the dispute. please help, we are out of options here, they don't want to issue a refund for our paid ticket.

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