Consumer complaint received 2025-11-08 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:
VACATION PACKAGE PURCHASE AND IMMEDIATE CANCELLATION ATTEMPTS On XX/XX/year>, I purchased a {$3000.00} vacation package from XXXX in XXXX XXXX, Nevada. The transaction was processed on my credit card ( Transaction ID : XXXX ). I immediately regretted the purchase and began cancellation efforts within hours. 

XXXX DOCUMENTED CANCELLATION ATTEMPTS ( XXXX XXXX XXXX ) : XXXX. XX/XX/year> at XXXX XXXX  - Sent email to merchant 's help desk. XXXX XXXX # XXXX created. System responded " WE'RE ON IT. '' This was the SAME DAY as my purchase, within hours of the transaction. 

XXXX. XX/XX/year> at XXXX XXXX  - Sent second email to merchant 's help desk. XXXX XXXX # XXXX created. XXXX acknowledged receipt. Still the same day as purchase. 

XXXX. XX/XX/year> at XXXX XXXX  - Sent third email to merchant 's help desk. XXXX XXXX # XXXX created. XXXX acknowledged receipt. 

XXXX. XX/XX/year> at XXXX XXXX - XXXX representative named XXXX left voicemail acknowledging " you were wanting to cancel your membership '' but refused cancellation, claiming the membership was " nonrefundable per your contract '' and referencing " page XXXX '' of the contract. 

XXXX. XX/XX/year> at XXXX XXXX  - Sent detailed legal notice email citing federal law and Nevada consumer protection law, explicitly stating " I am canceling within XXXX hours '' and demanding a {$3000.00} refund. XXXX XXXX # XXXX created. 

All XXXX attempts were made within XXXX hours of purchase. All were acknowledged by the merchant 's automated system or representative. 

NEVADA XXXX VIOLATION BY MERCHANT : Under Nevada Revised Statutes Chapter XXXX, Section XXXX, purchasers have a mandatory XXXX CALENDAR DAY right to cancel vacation package purchases. This right can not be waived by any contract provision. The rescission period begins the day AFTER contract execution. 

My contract was executed XX/XX/year>. My XXXX cancellation period ran from September 18-22, 2025. I made XXXX cancellation attempts on Day XXXX ( same day as purchase ) and XXXX attempts on Day XXXX of the five-day period. I was XXXX DAYS EARLY under state law. 

The merchant 's " nonrefundable '' contract clause is XXXX under Nevada law for cancellations made within the statutory period. The merchant violated Nevada consumer protection law by refusing my lawful cancellation. 

INITIAL DISPUTE WITH CREDIT CARD COMPANY ( XX/XX/year> ) : I filed a dispute with my credit card company explaining the multiple cancellation attempts and the merchant 's wrongful refusal. Dispute Reference : XXXX. 

INADEQUATE INVESTIGATION AND DENIAL ( XX/XX/year> ) : The credit card company denied my dispute and found me responsible. Their XX/XX/year> letter stated " A copy of the merchant 's response is enclosed for your review. '' However, NO merchant response was actually included with the letter. This violates Fair Credit Billing Act requirements to provide investigation results to consumers. 

The investigation was inadequate because it failed to : - Request evidence of my XXXX cancellation attempts- Consider Nevada XXXX XXXX XXXX XXXX XXXX - Verify the timeline showing Day XXXX and Day XXXX cancellations - Investigate whether the merchant violated state law - Provide the merchant response as promised COMPREHENSIVE APPEAL FILED ( XX/XX/year> ) : On XX/XX/year>, I mailed a comprehensive appeal via certified mail including : - All XXXX email cancellation attempts with help desk ticket confirmations- Voicemail recording and transcript from merchant representative - Professional timeline analysis proving Day XXXX and Day XXXX cancellations - Nevada XXXX Statutes Chapter XXXX excerpts explaining the law - Evidence demonstrating full compliance with Nevada XXXX XXXX requirement - Documentation showing the credit card company 's inadequate investigation CREDIT CARD COMPANY RESPONSE TO APPEAL ( XX/XX/year> ) : I called the credit card company on XX/XX/year> to follow up on my appeal. I spoke with XXXX representatives : Representative # XXXX ( XXXX  ) confirmed : - My appeal was noted in their system- When documents are received and reviewed, the result will be in my favor- I would receive {$140.00} and the {$3000.00} charge would be cleared Representative # XXXX ( XXXX XXXX confirmed : - XXXX 's notes were documented in the system - A supervisor has approved a {$140.00} credit to my account- The appeal is officially OPEN- When certified mail documents are received, the resolution will be in my favor REASON FOR CFPB COMPLAINT : While the credit card company has now reopened my appeal and indicated favorable resolution, I am filing this complaint to : XXXX. Create an official federal record ensuring the company follows through on removing the {$3000.00} charge and applying the {$140.00} credit XXXX. Document that the initial investigation was inadequate and violated Fair Credit Billing Act requirements by failing to provide the merchant response and failing to consider applicable state consumer protection law XXXX. Ensure proper oversight of the appeal process and timely resolution XXXX. Request that the company improve dispute investigation procedures to always research applicable state laws and request evidence from both parties XXXX. Ensure no negative credit reporting results from this dispute TIMELINE SUMMARY : XX/XX/year> - Purchase made ( {$3000.00} ) XX/XX/year> - XXXX cancellation attempts ( same day ) XX/XX/year> - XXXX cancellation attempts ( Day XXXX of XXXX ) XX/XX/year> - Dispute filed XX/XX/year> - Dispute denied, merchant response missing XXXX [ insert date ], 2025 - Appeal mailed via certified mail XXXX [ today 's date ], 2025 - Appeal reopened, supervisor approved credit RESOLUTION REQUESTED : XXXX. Remove the {$3000.00} charge from my account ( as company representatives indicated ) XXXX. Apply the {$140.00} credit ( as supervisor approved ) XXXX. Provide written confirmation of resolution XXXX. Ensure no negative credit reporting XXXX. Reimburse any interest or fees incurred due to inadequate initial investigation Total financial relief : {$3100.00} LEGAL BASIS : Nevada Revised Statutes Chapter XXXX, Section XXXX - Mandatory XXXX cancellation right Fair Credit Billing Act - Requirement for reasonable investigation and provision of results XXXX U.S.C. XXXX - Consumer rights in credit billing disputes CURRENT STATUS : Appeal is open and company has indicated favorable resolution pending receipt and review of my certified mail documentation. This CFPB complaint ensures federal oversight and creates an official record of the case.

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