Consumer complaint received 2026-05-28 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: CO

Complaint narrative:
I am submitting this complaint regarding both Citi and XXXX XXXX concerning a disputed airline transaction and refund issue that remains unresolved despite repeated good-faith efforts to resolve the matter directly with both parties. The disputed charges are : - {$560.00} - {$160.00} The matter involves XXXX XXXX reservation confirmation number XXXX and replacement reservation confirmation number XXXX Here is the timeline of events : I originally purchased a XXXX XXXX reservation under confirmation number XXXX. After the purchase, I mistakenly disputed the charge with Citi because I believed there was an issue with the transaction. Shortly afterward, I realized the dispute was made in error and immediately contacted Citi multiple times attempting to cancel the dispute and restore payment to XXXX XXXX. During this process, XXXX XXXX requested copies/photos of the passengers passports in order to demonstrate intent to pay and verify the reservation. I fully complied and submitted the requested documents. After I submitted the passport information, XXXX XXXX sent me an email advising that the original reservation had been revoked and instructing me to purchase a replacement reservation in order to continue my travel plans. That same communication also stated that I would receive a refund for the original revoked reservation. Following XXXX XXXX instructions, I purchased a replacement reservation under confirmation number XXXX Since then, I have repeatedly called and emailed XXXX XXXX attempting to resolve the situation and obtain clarification regarding the refund and disputed funds. I was promised callbacks and email responses on multiple occasions that I never received. During XXXX of my communications with XXXX XXXX, I was provided case number XXXX. At XXXX point, XXXX XXXX informed me that they could not process the refund while the Citi dispute/chargeback remained active. At the same time, Citi advised me not to close the dispute because doing so could negatively affect my ability to pursue reimbursement or further review. I relied on the guidance provided by both parties. However, Citi later informed me that the original dispute had allegedly been categorized incorrectly as fraud instead of a merchant/service dispute. I was then told that because the dispute had originally been opened as fraud, it could not be reopened, converted, or reconsidered under the proper merchant dispute category. As a result, I am now stuck in a situation where : - XXXX XXXX stated in writing that I would receive a refund ; - XXXX XXXX later stated the refund could not be processed while the dispute remained active ; - Citi advised me not to close the dispute ; - Citi later refused to reopen or properly reclassify the dispute ; - and XXXX XXXX has since become largely nonresponsive to my continued attempts to resolve the issue. Due to the continued lack of communication, clarity, and resolution despite repeated efforts to resolve the matter directly with XXXX XXXX, I ultimately had to re-dispute the charges with my bank in order to protect myself financially. My complaint against XXXX XXXX is that :- they represented in writing that I would receive a refund for the revoked reservation ; - they later stated the refund could not be processed while the dispute remained active ; - they failed to provide a timely and effective resolution ; - they failed to provide promised callbacks and follow-up communications ; - and they have become largely nonresponsive despite repeated efforts to resolve the matter. My complaint against Citi is that : - the dispute was allegedly categorized incorrectly from the beginning ; - I was advised not to close the dispute while attempting to resolve the matter with the merchant ; - and I am now being told the dispute can not be reopened or properly reviewed because of the original categorization. I am requesting that Citi review whether a new merchant dispute can be opened under the proper category or whether additional escalation/reconsideration is available. I am also requesting that XXXX XXXX provide a substantive response regarding the promised refund and current status of the disputed funds. I can provide supporting documentation, including emails, dispute records, and communications with both Citi and XXXX XXXX, if requested.

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