Consumer complaint received 2026-07-02 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: OK

Complaint narrative:
Regarding Dispute Case No. XXXX with Citi. I am filing this complaint because I believe Citi failed to conduct a fair and reasonable investigation of my credit card dispute despite escalating my case XXXX separate times. In a letter dated XX/XX/year>, Citi focused exclusively on the merchant 's " no refund '' policy while failing to consider the evidence I submitted. The transaction involved XXXX charge of {$1100.00} dated XX/XX/year>. I was misled into believing I was purchasing tickets from XXXX. The merchant failed to clearly disclose at purchase that tickets would not be delivered immediately. After discovering that the purchase did not go through XXXX, I received an email from XXXX which stated that the tickets would be available by XX/XX/year> ( date of the event ). I immediately called XXXX to cancel the transaction but could not reach a live agent. On XX/XX/year>, I tried contacting the vendor through their Chat box but the representative would not cancel the transaction. On XX/XX/year>, I received an email from XXXX ( as part of the XXXX transaction ) stating that I needed to " accept '' the tickets. However, XXXX included a warning that if the tickets were obtained fraudulently by the person transferring them, they may be canceled at any time, removed from your account and no longer available for use. I was not going to accept tickets that carried such a large risk of non-performance! On XX/XX/year>, I received another email from XXXX requesting a delivery confirmation response. The merchant asked me to choose one of 3 options : ( 1 ) Yes, I received my confirmation email ; ( 2 ) No, I haven't received my confirmation email yet ; or ( 3 ) I canceled my purchase. This language indicates that cancellation of the order was contemplated by the merchant and is directly relevant to my dispute. Obviously, the merchant has some way of canceling purchases but does not provide the means to do so. I will not accept the tickets because of the warning that XXXX gave about reversing the tickets if they were obtained fraudulently. Based upon that warning, I believed accepting the tickets could jeopardize my rights or interfere with the investigation. When I called Citi on XX/XX/year>, I was told by XXXX, the customer service supervisor, that if the merchant has a no-refund policy, then there was nothing Citi would do about the charge. My dispute is not simply about the merchant 's refund policy. It is about whether Citi fulfilled its obligation to conduct a complete and impartial investigation by considering all of the evidence I submitted. I believe I have acted in good faith throughout this process and have provided evidence that has not been adequately addressed. I am requesting a fair and complete review consistent with Citi 's obligations to investigate disputed credit card transactions. All of this evidence has been provided to Citi and attached to this complaint.

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