Consumer complaint received 2025-03-15 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: AL

Complaint narrative:
XXXX. XX/XX/XXXX I purchased purchased two tickets on XXXX XXXX, a one way flight from XXXX XXXX XXXX XXXX to XXXX, XXXX  for the date of XX/XX/XXXX through Expedia.com. 

( XXXX  XXXX  ) XXXX. XX/XX/XXXX I received an email from XXXXXXXX XXXX, the broker who handled the ticket sales, informing me that XXXX had canceled the first leg of that flight from XXXX XXXX XXXX to XXXX and that I needed to call. 

( XXXX XXXX ) XXXX. I called XXXX, who had initiated the email. I was told that XXXX was unable to provide a first leg for that particular flight and that I should cancel and rebook. 

XXXX. I canceled the flight and requested a refund from XXXX. 

XXXX  XXXX XXXX. I purchased two more tickets for a flight from XXXX XXXX XXXX to XXXX XXXX  XXXX XXXX. I noticed that the charges for both sets of tickets were still on my Citi card bill and contacted them to inform them that the first set of tickets had been canceled by the airline and that I should not be charged for the tickets that I could not use. Citi card reversed the charges. 

XXXX  XXXX XXXX. CitI card informed me that XXXX XXXX would not issue a refund for the tickets and that the charges were back on my card. I was told by Citi card that I should open a billing dispute and attach all documents that would prove that I did not owe for the first set of tickets.I did so.Citi card then removed the charges for ONE of the two tickets, but informed me that they could not remove them for both because they could not get the money back from the airline. ( Why one but not both? ) XXXX  XXXX XXXX. I contacted XXXX XXXX, and this was their response XXXX  XXXX XXXX. I sent I sent the following email to XXXX  card : XXXX XXXX XXXX XXXX XXXX Wed, XX/XX/XXXX at XXXX XXXX  Message Body I am attaching the notice I received from you on XX/XX/XXXX stating that XXXX XXXX refused to refund {$470.00} for two canceled tickets. 

Im also forwarding the email from XXXX XXXX customer service stating that the charges were reversed and the money has already been returned to my credit card account. 

Please remove the {$470.00} charge from my account as well as all interest charges IMMEDIATELY. 

If these charges are not removed within 30 days, I will be forced to report Citibank for abuse to the U.S. Consumer Financial Protection Bureau. 


XXXX. This is the response I received from Citicard : Citi ( R ) Cards XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX XXXX This letter concerns the transaction described below made with card number XXXX : Date Amount Description XX/XX/XXXX {$470.00} XXXX XXXX XXXX XXXX  The merchant will not honor our request for credit based on the information you provided us. Every effort has been made to secure credit for your account. While we can understand your desire to obtain a credit, we can not mandate that the merchant issue a credit outside of their policy. Please contact the merchant directly to resolve. We now consider this investigation complete. 

Sincerely, Your Customer Service Team FEDERAL REGULATIONS REQUIRE THE STATEMENT PRINTED ON THE REVERSE SIDE. XXXX XXXX. Citicards has since reported my account to the Credit Bureau as delinquent, and my credit score has dropped XXXX points.

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