Consumer complaint received 2025-05-11 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: WA

Complaint narrative:
Hi, XX/XX/year> I was on the XXXX website, XXXX AM MT time, to apply and purchase a permit. Due to the volume on their website ( very popular travel, camping, backpacking destination ) there was a system glitch. The website was slow to process and connection was faulty. I got a permit charge for the incorrect dates. I originally selected XXXX XXXX. When the page processed and gave me the confirmation, the confirmed dates were for XXXX XXXX. Due to the high volumes demands of people trying to get permits that morning. XXXX XXXX no longer were available for selection, so I reselected and purchased a permit for XXXX XXXX. 

I've been trying to resolve this matter since the error occurred, XXXX AM PCT XX/XX/year>. 

Poor contact and customer service No working landline phone number. I have screenshots of all the numbers I tried to call that day. I called over XXXX different phone numbers that I was able to find online through other tourist recommendations or on their websites. I was able to get through to XXXX number that I found on XXXX of their websites. ( XXXX ) XXXX, however the lady spoke Spanish and subsequently hung up on me XXXX times after each call. 


System Support Contact Timeline : XXXX First email sent directly after confirmation was received for the wrong dates on XX/XX/year> at XXXX AM PT Secondary email was sent to email address found on XXXX website XXXX on XX/XX/XXXX XXXX AM PT, however mail delivery subsystem sent a automated response reporting that domain could not be found/ does not exist Follow up email sent on XX/XX/year> Received an automated response after sending XXXX or XXXX tickets to Support that request tickets were combined on XX/XX/year>. 
Request ticket : XXXX XXXX XXXX Follow up email was sent on XX/XX/XXXX due to no response XX/XX/year>, I received an email from Support with a standard copied and pasted response basically stating the conditions of their policy etc. Very unhelpful. A reply to email was made stating my frustrations. 

XX/XX/XXXX customer satisfaction request # XXXX email received Tuesday XX/XX/XXXX, XXXX AM Bad, Im unsatisfied explanation reported We flew into XXXX, rented a vehicle, and drove to Arizona. 

XX/XX/year> XXXX AM MT, I arrived at the Check in Office in Arizona XXXX XXXX XXXX XXXX. 

We tried to resolve the issue at the check in office, but was unsuccessful. 

Lady who checks us in gave us instructions to an alternative method to contact support through an online chat portal. This was difficult to locate on the website and she also had difficulty finding the portal with my cell phone. It took her XXXX minutes to find the button when I went back to the office for her to help me. 

XX/XX/XXXX XXXX AM, email was sent with attachments ( per office ladys instructions XX/XX/XXXX I got a response email back restating that they were unable to accommodate cancellations or refunds. 

I understand the cancellation or refund policy, if I had the intention of booking dates for XXXX, however this was not the case. XX/XX/XXXX was when online booking opened up. It makes absolutely no sense that I could get off work and take a trip to Arizona when I'm coming from the state of Washington. I have screenshot proof also that this happened to a lot of people who have made complaints, that they were also double charged, on their XXXX page. XXXX XXXX was XXXX weeks from when I went on to book. Their only solution is to transfer tickets, HOWEVER the transfer portal was not even functioning or open for the public to upload their unwanted permits to be transferred on XX/XX/XXXX. There was basically no solution for me to transfer THEIR mistake. Eventually when their transfer portal was open, the date was too close and no longer was an option. 

I have proof that I worked on the week of XXXX XXXX, have flight confirmations, and our efforts in trying to get them to help us at the check in location. 

Also, I have documented proof of the dispute claims with Citi bank, timeline of contact, and their unwillingness to help in resolving this issue to do a chargeback. I gave them all documents and information regarding my contact with the merchant.

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