Consumer complaint received 2026-03-02 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: IL

Complaint narrative:
To Consumer Financial Protection Bureau Regarding Dispute with XXXX Citicard : Reference Dispute Number : XXXX This complaint is being made regarding Citicard 's failure to recognize fraud/scam and holding us responsible for more than {$50.00} for a fraudulent charge. A separate complaint was made to another agency regarding the scammer. Timeline : On XX/XX/XXXX we were scammed into buying an airline ticket with what we thought was XXXX XXXX XXXX but was actually XXXX. These tickets were meant to replace previously purchased tickets and were to be accompanied by a refund of the first set of tickets. We never received a new ticket and were suspicious We immediately ( within the hour ) followed up by calling XXXX XXXX XXXX, this time to a different phone number and actually got XXXX XXXX XXXX They had no record that a new ticket had been issued or any changes had been made to our original reservation. We immediately ( within an hour ) contacted Citibank, the credit card company we used to purchase this non-existent ticket. We were told the charge was pending and no official complaint could be made until it posted. On XX/XX/XXXX when the fraudulent charge posted, we again called the Citibank dispute line. We again reported the fraudulent charge of {$3000.00} from XXXX stating no airline ticket had been issued. The charge of {$3000.00} was temporarily reversed and a dispute was initiated. On XX/XX/XXXX Citibank denied this claim. They reported that XXXX said we did make this purchase and authorized the charge. This is true as we stated in our initial complaint- we authorized the charge believing we were receiving airline tickets. Citibank never asked the vendor for proof that an airline ticket was provided to us via XXXX. We followed up with additional substantiating details of our interactions with XXXX. See the attached letter. The charge of {$3000.00} was again temporarily reversed ( letter of XX/XX/XXXX ). On XX/XX/XXXX our claim was again denied stating they were unable to resolve the dispute with the vendor. Again there was no evidence that airline tickets were issued. See attached letter. We again spoke with the fraud department and they told us that we initially authorized the charges and therefore this was not fraudulent even though we never received the goods ( airline tickets ). They resubmitted our request for review but this was denied. The charge was re-added and we were expected to pay the amount or be charged late fees and interest. A letter from Citibank dated XX/XX/XXXX restated their position and went so far as stated if we did not make the minimum payment, our failure to do so would be reported to the credit agencies. ( see attached letter. ) We paid the amount but still feel that we should have only been responsible for {$50.00} based on the rules governing credit card fraud.

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