Consumer complaint received 2025-07-26 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: FL

Complaint narrative:
Dispute Case # XXXX XXXX description XXXX XXXX A m o u n t {$420.00} On XXXXXX/XX/XXXX, I attempted to purchase two airline tickets from XXXX to XXXX via XXXX, using our Citibank credit card through a mobile device. During the process, I received multiple fraud alert text messages from Citibank asking to confirm the transactions. I responded " YES '' immediately each time. Shortly afterward, I received an email confirmation from XXXX, including an itinerary number, confirming that the purchase was successful. ( itinerary # XXXX ) However, on XX/XX/XXXX, while reviewing my Citibank credit card statement, I noticed two pending charges for {$840.00} each. I recognized these charges as the total amount for the airline tickets I had purchase on XXXX, XXXX via XXXX. 
I called Citibank and spoke to a representative. I explained to the representative who answered my call, that I had noticed XXXX transactions for the same amount on my statement, and that this was probably from the airline tickets I had purchased on XX/XX/XXXX. I advised the representative that one of those charges was a duplicate and should drop off. The representative assured me that only one of the transactions would post and the other would disappear shortly. I also expressed my concern since the chargers were still pending considering that the purchase was made a week back, to which she assured me not to worry, that shortly the charges will clear. 
To my surprise, on XX/XX/XXXX, while going over my credit card statement, I noticed that both pending transactions of {$840.00} each, which were on my credit card statement two days ago, had disappeared entirely-neither posted nor visible. 
I immediately called Citi Card and spoke directly with the Fraud department. I initially spoke with a female representative, who after explaining the situation, the female representative advised me that both transactions # XXXX for {$420.00} ( case : D- XXXX ) ; and transaction # XXXX ( case XXXX ) for {$420.00}, ( the {$850.00} amount was divided into 2 separate transaction ) were removed from the system by the fraud department and we're not going to be paid. I asked if the transaction could be reinstated since I had approved the transaction via text to which the representative responded NO, she stated that once the transaction is denied by the fraud department, charges can not be reinstated or paid. I asked to speak with a supervisor ; the female representative replied that the supervisor was going to give me the same answer.

Despite this, I insisted in speaking to a Supervisor. The representative transfer me with her Supervisor, who identified himself as XXXX from the Fraud Department. XXXX, ( advised that the entire call was being recorded, so this will prove my words ). Once again, I explained my situation to the supervisor to which he replied and confirmed that the system had automatically removed the transactions because they were flagged by the fraud department ( despite my text message approvals ). He clearly stated, " Citibank will not pay for the transactions '' I asked the supervisor to please reinstate the transactions as they were XXXX tickets purchased for my upcoming trip scheduled for XX/XX/XXXX. The Supervisor replied that nor himself or the system could authorize the transaction once removed from the system ; " you have to re-run it with XXXX or make a new transaction via XXXX ''. 
As indicated by Supervisor XXXX, I contacted XXXX and explained the situation. XXXX advised that they were not able to re-run the transaction as on their end the purchase made on XX/XX/XXXX was showing as paid in full. 
We also contacted XXXX, and they also advised that the transaction for the airfare tickets was showing as paid in full. 
When we came back to the line and share this information with Supervisor XXXX, he stated emphatically that the two transactions for {$420.00} each were not in the system, and again insisted that Citibank would not pay for them under any circumstance, that my only option was to make a new transaction ( new purchase ) in order for Citi to authorize and approved payment. 
The frustration was so intense that while I was on the line with Supervisor XXXX, my spouse was on a different line speaking with another representative from Citi explaining our situation. The representative that spoke with my spouse also provided the same information as supervisor XXXX. The representative that spoke to my wife, told my wife to cancel our airline tickets purchase made on XX/XX/XXXX with XXXX and make a new reservation, because Citi card was not going to pay for this transaction. My wife explained to the representative that if we canceled our reservation with XXXX, we will not be refunded for the amount paid ( {$840.00} ) as the tickets purchased are nonrefundable. The representative replied that that was my only option as Citi was not going to pay nor approve the transaction made on XX/XX/XXXX. 
Based on the guidance and instructions received by all Citi customers care representatives, I contacted XXXX and canceled the original reservation ( Itinerary # XXXX ). 
Alone with the Travel Protection that was also purchased for {$70.00}. XXXX warned me that the tickets were non-refundable, however, I proceeded with the cancellation following instructions and guidance from every single Citicard customer care representative that we spoke to. 
I then proceeded with making a new reservation on XX/XX/XXXX via XXXX ( Itinerary # XXXX, XXXX confirmation code XXXX ). 
On XX/XX/XXXX while reviewing my credit card statement, I was shocked to see that the original transaction / charges made on XX/XX/XXXX had posted. I called Citibank immediately, and after a lengthy conversation, a supervisor placed disputes for the two XXXX  ticket charges of {$420.00} ( XXXX : XXXX and XXXX ), as well as the travel plan protection of {$70.00}, ( that I had also purchased along with my initial reservation. ) On XX/XX/XXXX, I faxed over a letter explaining the situation along with additional documents disputing all 3 charges. 
On XX/XX/XXXX I once again sent the information, via email this time as initial fax apparently was not received. 
On XX/XX/XXXX we received notification that one of the cases that was under dispute had been denied. We called Citi and spoke to XXXX from the Dispute Department. After explaining him our situation, he advised not to provide any additional information as requested on the notification received, because he personally was going to appeal all three cases. He mentioned that this process could take anywhere from 7 to 10 days. 
XX/XX/XXXX : We received a new message stating that additional information was required for case XXXX ( {$70.00} ). However, we have only received a letter for case XXXX. 
I called Citibank again and spoke with XXXX, who informed me that we would need to submit letters individually for each case number. He promised to send the missing letters within 24-48 hours. 
We only received a letter for case XXXX and a letter for case XXXX. 
This entire experience has been nothing but frustration and disappointment, the ongoing and unnecessarily complicated experience we've had with your team was nothing we ever experienced. This process has been emotionally draining and marked by repeated contradictions and miscommunications from both Citi representatives and supervisors. 
Despite making numerous phone calls and following the guidance provided by your staff, we've been met with conflicting instructions at nearly every turn. Instead of resolving the issue, we were penalized for actions we were explicitly told to take. This inconsistency is not only frustratingit is unacceptable. 
We have been loyal Citibank customers for over 20 years and have held a Citicard account since XXXX. In all that time, we have never encountered such a lack of clear communication or accountability. The level of customer service we've experienced throughout this situation has been subpar and far from what we expect from a financial institution we've trusted for decades. 
At this point, we are seriously reconsidering our relationship with Citibank and are evaluating the option of closing all our accounts. It's extremely disheartening to feel disregarded as a loyal, long-term customer.

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