Consumer complaint received 2024-03-24 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: WI

Complaint narrative:
We purchased a XXXX XXXX ticket for my husband but he was unable to fly due to complications from XXXX XXXX. On XXXX XXXX, XXXX, I contacted a number online ( XXXX ) XXXX which purported to be XXXX XXXX but was not. It was XXXX XXXX XXXX posing as the airline. They offered to issue me a {$150.00} credit if I would bump up to higher class ticket for {$69.00}. It was a scam. I gave them my credit card number and immediately sensed it was a scam so I asked them to cancel but they said no. There was no credit on XXXX XXXX. I promptly cancelled my credit card and contacted XXXX which actually does provide a credit if you bump up for {$49.00} which I did. 
I immediately called CITI to cancel my credit card and to inform them of the fraud. They assured me because it was a fraud, I would not be charged and they issued a new card. 
The charge showed up on my new card so I called them again and they said not to worry but reversed the credit in favor of the fraudster! I have contacted Citi numerous times to get my credit card credit with the {$69.00} charge and they assure me it will be done in next billing cycle but it never happens. Here is a copy of an email dated XX/XX/XXXX I received from XXXX confirming that XXXX XXXX XXXX is a fraud and telling me to follow up with my credit card company. 

XXXX XXXX XXXX DOT - XXXX Inbox XXXX Mon, XX/XX/XXXX, XXXX to me XXXX XXXX XXXX I have just received your concerns shared with the United States Department of Transportation XXXX DOT ) regarding your reservations. I hope this correspondence finds you well, and I appreciate the opportunity to respond on behalf of XXXX. 

I am sorry to hear about the experience you had while making a change to your reservation recently. 

As you now know, the company you unknowingly contacted is a 3rd party company which has no connection or affiliation with XXXX XXXX. When someone makes us aware that this has happened, we strongly recommend that they take the necessary steps to protect themselves such as : Dispute all unauthorized charges with your credit card company. 
File a complaint with your local police department or law enforcement agency.

Register a complaint with the FBI at ic3.gov. 
File a complaint with the FTC at https : //reportfraud.ftc.gov/ # assistant Register a complaint with the Consumer Protection Bureau of the Attorney General in the state in which you reside. 

While we continue working with our Legal Department and our Security Team to pursue these entities, you should report your experience as well. 

We appreciate your business. 

Kindest regards, XXXX XXXX DOT Representative XXXX XXXX XXXX Management Case ID : XXXX By corresponding with XXXX, you consent to XXXX 's processing of any personal information you provide, including any information considered sensitive under applicable privacy laws. Your personal information may be processed in the United States. Further information can be found in XXXX 's Privacy Policy. This e-mail and any attachment may contain confidential and privileged material intended for the addressee only and the information provided is confidential and confidential treatment is requested under 14 C.F.R. 302.12. If you are not the addressee, you are notified that no part of the e-mail or any attachment may be disclosed, copied or distributed, and that any other action related to this e-mail or attachment is strictly prohibited, and may be unlawful. If you have received this e-mail by error, please notify the sender immediately by return e-mail, and delete this message. 

We purchased a XXXX XXXX ticket for my husband but he was unable to fly due to complications from XXXX XXXX. Contacted a number online which purported to be XXXX XXXX but was not. It was XXXX XXXX XXXX posing as the airline. They offered to issue me a {$150.00} credit if I would bump up to higher class ticket for {$69.00}. It was a scam. I gave them my credit card number and immediately sensed it was a scam so I asked them to cancel but they said no. There was no credit on XXXX XXXX. I promptly cancelled my credit card and contacted XXXX which actually does provide a credit if you bump up for {$49.00} which I did. 

XXXX XXXX XXXX  is a total scam and you need to be aware of this. I am not sure my credit card company will provide a credit for this. The only info I have on this company is a XXXX XXXX XXXX XXXX OH which I got from my credit card company. 

XXXX XXXX XXXX Attachments Thu, XX/XX/XXXX, XXXX ( 3 days ago ) to customer.care Hi, Just wanted to provide you with updated information regarding XXXX XXXX XXXX DOT XXXX XXXX. The phone number XXXX XXXX XXXX used to pose as XXXX XXXX was ( XXXX ) XXXX, I believe after looking at my phone records. Also, I contacted my state consumer protection department which has not been helpful but they forwarded the attached letter from XXXX XXXX XXXX with an address on it. Don't know if it is bogus or not. 

Can you help get me a credit from Citi for {$69.00} for this fraud perpetrated on me? If you need additional information, please contact me. Thank you, XXXX 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 monetary relief