Complaint sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

I am an American citizen and an employee of the XXXX XXXX  XXXX XXXX XXXX currently posted to the XXXX XXXX in XXXX, XXXX. We are holders of an XXXX XXXX AAdvantage  card through Citi ( # XXXX XXXX XXXX XXXX since cancelled ). My wife, XXXX XXXX, is the primary card holder. 

In XX/XX/2019 we took a vacation from XXXX, XXXX to XXXX to visit the XXXX XXXX. We returned to XXXX on XX/XX/XXXX. On our way back, we passed through the airport in XXXX, XXXX. While there I tried to make a purchase of chocolates in the duty-free shop. I tried with my XXXX  XXXX XXXX and AAdvantage   cards and was told that my cards were denied. This is the only time during the trip that I used all three cards. After we returned on XX/XX/XXXX XXXX XXXX XXXX alerted us that we had been fraudulently charged substantial amounts of money on our XXXX XXXXXXXX XXXX Travel Rewards and Debit cards. The charges were made to a company called XXXX based in XXXX, XXXX. I disputed the charges and XXXX  XXXX XXXX resolved the issue within weeks refunding the over {$10000.00} in fraudulent charges. 

We never received a similar alert from Citi regarding fraudulent charges on our AAdvantage  card. When we checked the balance on XX/XX/2019 we discovered that there were {$15000.00} in fraudulent charges on the card. These charges we made on XX/XX/XXXX by XXXX based in XXXX, XXXX. I disputed the charges verbally with Citibank on XX/XX/XXXX and was told that it could take up to 90 days to resolve. At no point was I asked to provide additional documentation. I didnt hear anything else from Citi, so I called again in XXXX. Again, I was told that it could take up to 90 days to resolve and again I was not asked to provide documentation. I called again on Tuesday, XX/XX/XXXX and was told that my claim had been denied. I was told that initially it was because I had not filed a police report. After asking to speak with a manager and being passed to several representatives, I was told that I must have made the purchases because the card was still in my possession and it has an EMV chip that can not be duplicated or defrauded. I was told that my case was closed but I could re-open it by sending a signed letter with documentation to Citi. I sent that letter via email on XX/XX/XXXX. I included with this letter substantial documentation that I was not in XXXX on XX/XX/XXXX when these charges were made. I can provide these documents to the CFPB as well but your complaint website asks that I not include personally identifiable information ( PII ). I am more than happy to provide this information which includes copies our passports with visa stamps from XXXX and XXXX showing that we arrived back in XXXX on XX/XX/XXXX. It also includes a document from the XXXX government showing that I returned to XXXX on XX/XX/XXXX and a letter from my supervisor on XXXX letterhead verifying that I was at work at the XXXX  in XXXX, XXXX on XX/XX/2019. 

I called Citi on XX/XX/XXXX to verify that they had received this email and they stated that they had no record of it and I should call back tomorrow. At this point, I decided to file a complaint with the CFPB. 

Please let me know what additional information and documentation you need from me to help resolve this matter. 

Thank you for your help.