Consumer complaint received 2026-04-10 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: NY

Complaint narrative:
Complaint Against : Citibank Product : Credit Card ( Dispute / Chargeback Issue ) Summary of Complaint : I am filing this complaint regarding Citibanks improper handling and denial of a billing dispute involving a XXXX tour purchase in the amount of {$1100.00}. Citibank failed to conduct a reasonable investigation and incorrectly upheld a merchant no-show claim despite clear evidence that the merchant provided incorrect meeting instructions and failed to deliver the service. Transaction Details : Merchant : XXXX ( tour operator : XXXX XXXX XXXX ) Booking Date : XX/XX/XXXX Service Date : XX/XX/XXXX Amount : {$1100.00} What Happened : On XX/XX/XXXX, I arrived at the meeting point listed on both the XXXX XXXX page and the official ticket at approximately XXXX XXXX, prior to the required arrival time. No tour operator or representative was present. I immediately contacted XXXX. During XXXX separate calls ( XXXX XXXX and XXXX XXXX ), their representatives were unable to reach the tour operator. I was instructed to wait at the meeting location. After waiting, I called again and was informed that the tour would be canceled and that I would receive a full refund. Later, I independently discovered that the actual meeting location used by the operator was approximately a XXXX walk from the location provided in the booking confirmation and ticket. Key Issue : The meeting point provided by Viatorincluding the address and embedded XXXX in XXXX XXXX linkdirected me to an incorrect location. I followed the instructions exactly as provided at the time of purchase. Because of this error, I was unable to access the service. This is not a no-show. It is a failure to provide services as agreed due to incorrect instructions from the merchant. Evidence Provided to Citibank : Booking confirmation showing the provided meeting location Timestamped and GPS-tagged photo proving I arrived at the instructed location on time Call logs showing real-time contact with XXXX support Bank letter from Citi Bank Citibanks Handling XXXX XXXX Dispute : I filed the dispute on XX/XX/XXXX with supporting evidence Citibank issued a denial XXXX XX/XX/XXXX without providing a meaningful explanation or addressing my evidence Citibank stated they do not accept photographic evidence, despite the photo containing verifiable timestamp and GPS metadata I resubmitted evidence in an acceptable format ( XXXX ), but the dispute was denied again on XX/XX/XXXX The only reason provided was : the merchant is unwilling to issue credit Citibank did not provide XXXX Any detailed explanation of their decision Any evidence submitted by the merchant Any indication that key facts were reviewed Why Citibanks Decision Is Improper : Citibank relied solely on the merchants position without addressing contradictory evidence Citibank failed to evaluate whether the service was delivered as agreed Citibank ignored evidence showing the meeting instructions were incorrect Citibank did not request or review relevant evidence such as Viators call recordings, which would confirm that : The operator could not be reached I reported the issue in real time I was instructed to wait and later told the tour would be canceled Requested Resolution : Reopen and properly investigate the dispute Review all submitted evidence, including location and timeline proof Obtain and review the merchants call recordings or explain why they were not considered Reverse the charge and issue a permanent credit Additional Concern : Citibank allowed the merchant extended time to respond, but required me to respond within a very short timeframe. This reflects an imbalance in how the dispute process was handled. Conclusion : I fulfilled my obligation by following the instructions provided at the time of purchase. The merchant failed to provide accurate instructions and did not deliver the service. Citibank failed to properly evaluate this and instead defaulted to the merchants claim without sufficient investigation. I am requesting regulatory review of Citibanks handling of this dispute. Please note, for security purpose, I've removed sensitive information ( such as my name, address, credit card number ) from the document I uploaded. If the original document is needed I can send to CFPB separately. Sincerely,

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