Consumer complaint received 2026-05-21 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: CA

Complaint narrative:
Credit Card used : Citi XXXX XXXX : XXXX XXXX Booking # : XXXX Ticket Type : Refundable fare purchased in advance Purchase Date : XX/XX/XXXX Travel Dates : XXXX Total Fare Amount : {$600.00} USD Husband 's Injury Date : XX/XX/XXXX Multiple cancellation attempts : XXXX Initial Dispute filed : XX/XX/XXXX Dispute declined : XX/XX/XXXX Dispute reopened : XX/XX/XXXX Additional info requested by Citi ( which was already in their file ) : XX/XX/XXXX Dispute re-declined in favor of merchant : XX/XX/XXXX ________________________________________ 1. Purchase I purchased two REFUNDABLE XXXX XXXX airfares for a planned leisure trip. Refundable fare was selected specifically due to potential medical uncertainty affecting travel plans. ________________________________________ 2. Medical Event ( Pre-Travel ) Several weeks prior to scheduled departure, my husband suffered a XXXX XXXX, was placed in a XXXX leg cast, and became non-ambulatory. Travel was no longer medically feasible. ________________________________________ 3. Cancellation Attempts ( Prior to Departure ) Prior to the scheduled departure date, I made multiple attempts to cancel the reservation through the XXXX XXXX website. Each attempt resulted in system failure, including repeated logouts that prevented completion of cancellation. I also contacted XXXX XXXX customer service multiple times by phone during work breaks. ________________________________________ 4. Customer Service Contact During one phone call, I was initially told the fare was nonrefundable. I provided clarification that my booking confirmation reflected a refundable fare. The representative, after escalation, confirmed the fare was refundable and stated a refund confirmation email would be issued within approximately 20 minutes. No confirmation email or cancellation acknowledgment was ever received. ________________________________________ 5. Dispute Filing Prior to the scheduled departure date, I filed a dispute with Citi regarding the charge. I submitted documentation describing my inability to complete cancellation due to website malfunction and lack of follow-through from customer service. ________________________________________ 6. Merchant Response / Dispute Closure XXXX XXXX later stated that I did not follow proper cancellation procedures. The dispute was subsequently closed by Citi without clear resolution despite my prior submission and documented attempts to cancel BEFORE travel. ________________________________________ 7. Summary Refundable fare was purchased. Cancellation was attempted prior to departure. System and customer service failures prevented completion of cancellation. Dispute was filed before travel occurred. I am requesting reconsideration and proper review of refund eligibility based on refundable fare terms and documented pre-departure cancellation attempts

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