Consumer complaint received 2026-06-21 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: WV

Complaint narrative:
( XXXX search revealed its a scam and has been reported to XXXX ) ( XXXX ) XXXX I am filing a complaint regarding Citibank 's handling of a disputed {$350.00} credit card transaction. On XX/XX/year>, I attempted to contact XXXX XXXX XXXX to cancel an airfare reservation that I made directly with them on their website in XX/XX/year>. After visiting their official website I was instructed to call them for ticket cancellations and refunds. I obtained a phone number through XXXX XXXX search result and believed I was speaking directly with XXXX XXXX. The company that answered represented itself as XXXX XXXX XXXX and asked for my airline confirmation number and was able to look up my itinerary. They sent me an email ( XXXX ) to enter my credit card information and to pay a {$350.00} cancellation fee. In that email, they attached my itinerary to make it look legit and believable. I was told by the representative after I pay the cancellation fee, I will receive a cancellation email and the refund within 24 hours. 72 hours after the charge was processed I didn't receive the cancellation email or refund. The transaction was under XXXX XXXX XXXXXXXX. I contacted the same company again regarding my reservation. At that time, I was told by another representative that my reservation was still active and that an additional cancellation fee of {$400.00} would be required. This caused me to suspect that the company was not affiliated with XXXX XXXX XXXX and i was scammed. On XX/XX/year>, I contacted XXXX XXXX XXXX at their Jordanian phone number. I was informed that my reservation had never been canceled and remained active. The airline subsequently cancelled the reservation and issued a full refund. This demonstrates that the merchant did not actually perform the cancellation service for which it charged me. I disputed the {$350.00} charge with Citibank. The dispute was denied. Based on conversations with Citibank representatives, it appears that the investigation relied primarily on a payment receipt provided by the merchant and concluded that services had been rendered. However, I have not been provided evidence showing that the merchant actually cancelled my reservation or performed the service which it charged me. I requested a detailed explanation of the investigation findings and documentation supporting the conclusion that services were provided, I have not received that information. Additionally, Citibank informed me that the dispute was reopened approximately seven business days ago. Despite this, my online account continues to show the dispute was resolved, I have not been contacted by an investigator, and I have not been provided a method to submit additional evidence relevant to the dispute.

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