Consumer complaint received 2024-05-31 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: HI

Complaint narrative:
Subject : Dispute Over Fraudulent Charges by XXXX and Request for Full Refund Dear Citibank Customer Service, I am writing to formally request your immediate intervention and to reopen the recently closed disputed case ( Case ID : XXXX ) with the merchant XXXX. 

Despite my dispute and substantial evidence of fraud outlined in your letter dated XX/XX/XXXX, the merchant declined to provide a refund. Citibank now intends to reverse the credit and re-charge me for the fraudulent transaction, citing their inability to assist. The merchant failed to offer any explanation or counter-evidence, yet Citibank allowed this to happen and announced the closure of the case. This is unbelievable! And how could you release the funds without considering my perspective initially? Dont I have any rights? 

As a reputable and well-established financial institution, I am confident that Citibank has a strong legal team capable of handling cases of fraud and protecting its clients from such unethical practices. Allowing a fraudulent charge to stand not only jeopardizes the trust and security of your clients but also sets a dangerous precedent. 

I am not only filing a formal complaint against XXXX for their fraudulent practices but also against Citibank for not adequately protecting my interests as a valued client. I urge you to re-evaluate the evidence provided, permanently reverse the charge, and take necessary actions against the merchant to prevent further fraudulent activities. 

The evidence of the merchants misconduct included in the email sent on XX/XX/XXXX. Here is a partial of that letter submitted. 

The summary of the Timeline : Evidence attached in the emails. 
XXXX. XX/XX/XXXX : Purchased a ticket including the support bundle via the merchant/XXXX  for {$1000.00}. 

Under usual circumstances, I'd be all set until my airline check-in, yet this was not with this merchant... The following section, that served as the sole basis for my dispute, was deliberately concealed by the merchan XXXX. XX/XX/XXXX : see page 3-6 Red Flag 1 : Agent XXXX contacted me multiple times via phone calls and text messages, pressuring me to purchase seats for {$120.00}. insisting none were free due to my type of tickets. He falsely stated in an email that I initiated the request, raising concerns. 
Red Flag 2 : I discovered numerous negative reviews online from individuals facing similar situations to mine, which further heightened my concerns. 
Red Flag 3 : The demand to purchase the seats came days after the tickets were purchased, exceeding the 24-hour grace cancellation period mandated by law. This timing discrepancy added to my apprehension. 
Red Flag 4 : When attempting to cancel the purchase myself using the support bundle online I had purchased, I found that I would have to pay another bundle fee, indicating a duplicated charge and compounding my frustration. 

At this stage, all signs indicate a potential fraudulent or SCAM to me. I made my first call to Citibank to consult on how to handle the situation. I was advised that I could dispute the charge. Following this advice, I sent out the cancellation request, initiated the dispute process, and made another purchase with XXXX XXXX on the same day, XX/XX/XXXX. 

For more details, please refer to the email of XX/XX/XXXX in the attachment. 

I appreciate your prompt attention to this matter and look forward to a resolution that reflects Citibanks commitment to safeguarding its clients. 

Yours sincerely, XXXX

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 non-monetary relief