Consumer complaint received 2026-01-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
CFPB COMPLAINT REGULATION Z BILLING ERROR ( CITI CARDS ) Product : Credit Card Company : Citi Cards Issue : Billing dispute / Services not provided as agreed Complaint Narrative : I am submitting this complaint regarding Citi Cards failure to properly investigate and resolve a billing error in violation of the Truth in Lending Act and Regulation Z ( 12 C.F.R. 1026.13 ). 
On XX/XX/year>, I purchased round-trip XXXX XXXX tickets under booking reference XXXX for transportation from XXXX, XXXX ( XXXX  ) to XXXX XXXX XXXX XXXX XXXX ), and return from XXXX to XXXX. The service I purchased was not provided as agreed. 
On the return flight, the aircraft was diverted to XXXX XXXX XXXX XXXX ( XXXX ) without prior notification to passengers. The flight crew failed to provide updates or explanations, demonstrating a failure to notify passengers of an operational diversion and a failure to meet DOT standards for timely and accurate communication during irregular operations.

After landing, airline representatives provided contradictory and inaccurate explanations, including claims of fog, mechanical issues, and statements that the aircraft would later return to XXXX  empty. Evidence confirms that there was no fog at XXXX, other airlines were landing normally, and official airport records show no weather-related delays. The transportation service I purchased arrival at XXXX was materially not delivered. No substitute transportation was provided, and the airline refused any refund or partial refund.

Additionally, when I politely inquired about the diversion, flight attendants engaged in rude and condescending behavior, constituting crew misconduct. This, combined with the airlines lack of truthful communication, caused significant distress, including a XXXX XXXX. 
Under 12 C.F.R. 1026.13 ( a ) ( 3 ), a billing error includes charges for goods or services not delivered as agreed. Transportation to XXXX instead of XXXX is a materially different service and does not satisfy the contract of carriage. XXXX XXXX XXXX XXXXXXXX to XXXX ( a ) ( 3 ) confirms that a billing error exists when services are delivered in a manner materially different from what was agreed, even if some service occurred. Delivery to the wrong location constitutes nonconforming service and qualifies as not delivered as agreed.

Further, 1026.13 ( f ) prohibits creditors from denying disputes solely on the basis of merchant documentation when the consumer presents evidence of nonconforming service. I provided
documentation showing : The ticketed destination was XXXX, not XXXX  The flight terminated at XXXX The airline did not provide onward transportation to XXXX  The airline refused a refund Despite this evidence, Citi closed my dispute, accepting the merchants unsupported assertion that services were provided, without addressing whether the service was provided as agreed. Citi also refused to consider or pursue a partial credit, incorrectly claiming it lacked authority. Regulation Z imposes no such limitation. Creditors are required to correct billing errors, including by crediting amounts not validly earned due to nonconforming service.

Resolution Requested : I request that CFPB require Citi Cards to : 1. Reopen and conduct a lawful Regulation Z investigation 2. Recognize the charge as a billing error under 12 C.F.R. 1026.13 ( a ) ( 3 ) 3. Issue a full refund or, if a full refund is not possible, a partial credit for the nonconforming transportation service 4. Cease relying solely on merchant assertions when services were not delivered as agreed This submission includes supporting documentation of tickets, airline receipts, XXXX arrival logs, and weather records demonstrating the nonconforming service. I am prepared to escalate this matter further, including to XXXX  arbitration, if Citi Cards fails to properly investigate and provide a refund or partial credit in accordance with Regulation Z.

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