Consumer complaint received 2025-07-30 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:
On XX/XX/XXXX, I called an XXXX number that identified as XXXX XXXX and a man answered the phone by the name of XXXX XXXX who said he was a XXXX XXXX ticket agent. I was working with him to make round trip flight reservations between XXXX XXXX, XXXX  and XXXX, XXXX  for travel days of XX/XX/XXXX to XXXX  and XX/XX/XXXX return to XXXX. As I was working with him to use my XXXX 's XXXX XXXX card to make the payment, the card kept coming back with charge declined, so I gave him the number of my XXXX card and after a few minutes he came back on the phone stating they don't accept XXXX. I then gave him the number to my Citi XXXX card which was accepted. He stated there would be an initial charge of {$2100.00} with a refund amount of {$1400.00}. When I asked him to send me confirmation emails of the transactions, he sent a series of emails, the first being the full charge of {$2100.00}, the second being the stated refund amount of {$1400.00}. He did not send me a confirmation email of the flight reservations until I asked a second time. When he sent it, there was an invalid/unknown confirmation number and some of the content of the email looked suspicious. By the time I realized this, our phone call had ended, and when I tried to call him back there was no answer. I then called XXXX XXXX to try and confirm my flight reservations and they had no record at all. I immediately froze the credit cards with the numbers I had given XXXX XXXX and subsequently requested new card numbers. I also immediately submitted a fraud dispute to Citibank as well as call them. They stated they had to wait until the charges appeared on my account before they could take action. Once the charge appeared, they apparently were able to contact this XXXX XXXX person who simply provided them with what looks like part of the reservation information email he sent to me, but without the odd characters and also, what he provided did not contain any type of confirmation number. This charge is a fraudulent charge, I did not receive any form of tickets from XXXX XXXX or XXXX XXXX for the first class reservations he stated he had made for me. He is attempting to fraud Citibank as well as try to get away with having me pay for something I did not receive. I am extremely frustrated that Citibank did not reach out to me once they received a reply back from the merchant so that I could provide them with copies of the suspect emails I had received and to also re-affirm that I had not received the tickets nor was there ever a refund of {$1400.00} applied to the card used to charge the {$2100.00}. Please let me know what additional information you need. I have the original emails from XXXX XXXX and I can get phone call records if needed. Thank you for your assistance with this matter.

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