Consumer complaint received 2025-10-20 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:
XXXXFrom: XXXX XXXXTo: \tConsumer Financial Protection BureauXXXX XXXX XXXXSubject: Urgent Complaint Regarding Airline Booking Scam and Unfulfilled RefundXXXXI am writing to formally lodge a complaint regarding a fraudulent transaction involving an entity that impersonated XXXX XXXX and scammed me out of XXXX for a flight booking that was never delivered.XXXXThe charge in question was made by a scam business impersonating XXXX XXXX which promised to provide a service but ultimately did not deliver anything. I did not receive any benefits from this transaction, and I would appreciate your help in resolving this matter.XXXXTransaction DetailsXXXX XXXX XXXX XXXX XXXX XXXX XXXX on my Citi XXXX XXXX XXXX card number XXXX XXXX         Currently I replace with a new credit card number ending XXXX  to prevent further XXXX        charge by XXXX XXXXMerchant Name: XXXX XXXX XXXX XXXX XXXXI originally booked a flight with XXXX XXXX, an online travel agency for my XXXX XXXX  multiple city flights from XXXX XXXX XXXX XXXX to XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and from XXXX XXXX XXXX XXXX XXXX XXXX on XXXX XXXX (with XXXX XXXX, confirmation code: XXXX), and from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX with a total amount of XXXX XXXX XXXX XXXX  I tried to check in online with United Airlines but could not complete the check-in. I searched for XXXX XXXX customer service and unfortunately ended up calling a scam number, where I spoke to someone named XXXXXXXX XXXX who claimed to be a XXXX XXXX  agent. He told me he could rebook the whole trip at half the price I initially paid, which amounted to XXXX since there was a promotion from XXXX XXXX at that time and sent me an email confirming a refund of the original booking amount of XXXX (XXXX  file attached: XXXX XXXX ). I recognize that there was a XXXX XXXX XXXX  on the email. He also confirmed to me that he was able to check in my two sisters to fly from XXXX  to XXXX  and that luggage fees had been paid.XXXXHowever, when I checked in at the airport on XXXX XXXX  I was informed that the luggage fees were not covered, despite what I was told. I paid the luggage fees to ensure my sisters could fly on time. I later contacted the number in the refund email, and the phone disconnected after ringing for a while. I checked my credit card transaction and found the phone number XXXX XXXX XXXXI called that number and was able to speak to someone named "XXXX XXXX" who identified himself as "XXXX XXXX Supervisor." He stated that the new flight booking by XXXX XXXX  had not been successful, and there was no coach tickets available on any flight on the day my sisters need go home as schedule (XXXX XXXX). Based on this claim  which I now believe to be false  I was pressured into purchasing two first-class tickets with the amount of XXXX to ensure they could travel as planned. The merchant misrepresented the situation to lure me in a higher payment.XXXXRealizing I had been dealing with a scam business XXXX XXXX, I requested a refund for the XXXX charge on my credit card, conditioned on receiving a confirmation email, and then I would discuss the two first-class tickets with him (XXXX XXXX XXXX XXXX XXXX). The moment I received the email, I hung up the phone call. XXXX XXXX reached out to me multiple times after I hung up and threatened me with losing the opportunity if I didnt respond immediately. Subsequently, I called both XXXX XXXX  and XXXX XXXX, who confirmed that my original booking with XXXX XXXX  was still valid. This shows that the scam company had taken my money without providing any service.\nI have made more than XXXX  attempts to resolve this issue directly with the merchant by calling the number associated with the transaction asking for the refund as XXXX XXXX email. However, the responses I received were inconsistent, and despite my attempts to discuss the refund, I faced various obstacles. Representatives mentioned that a refund had already been issued but never give me the refund reference and directed me to contact my bank. Unfortunately, they have not provided a refund reference number, and there were instances where the call was abruptly ended, or I was left on hold for extended periods. Now, they have blocked my phone calls. I have attached a call log for your reference.XXXXThe XXXX XXXX organization uses spoofing email tactics to send emails, and I cannot reply to them using the senders email address. With the email received, I tracked down their domain names, air-reservations.com and reservationdesks.com, which are currently hosted by XXXX domain serviceXXXXI reported to XXXX the domains in question that are being used to send deceptive emails with the intent to scam recipients out of money, but they only proceed with their investigation at law enforcements request.XXXXI want to emphasize that I did not sign any contract, terms, or conditions with this merchant. XXXX XXXX appears to be a criminal organization that misrepresents facts for monetary gain and has no intention of fulfilling their promises. Such businesses should not be part of the United States banking system. This situation has caused significant financial and emotional distress. I am requesting the CFPBs assistance in investigating this matter and holding the responsible parties accountable. \nI have attached copies of the transaction details, email correspondence, and any other relevant documentation to support my claim. XXXXI respectfully urge the Bureau to take action to prevent further consumer harm and assist in recovering the funds lost to this scam.XXXXPlease let me know if you require any further information or additional documentation to assist in this matter. XXXXThank you for your attention to this urgent issue.'

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