Consumer complaint received 2026-03-12 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: WA

Complaint narrative:
On XX/XX/XXXX, I paid {$5200.00} via Costco Citibank credit card for a 12-day XXXX XXXX XXXX ( hotels, Nile cruise , domestic flights, private tours ) with Ramasside Tours Egypt. Booking was through their website/email with rep Ahmed El-Sayed ( owner ) . Payment confirmed via WeTravel.com vouchersketchy receipt with no mention of travel insurance, just a confirmation code. I notified Ramasside I'd paid in full. XX/XX/XXXX : No real booking details despite repeated requests. They emailed " e-tickets '' ( PDFs with internal voucher numbers, including XXXX agent names like " XXXX XXXX '' " XXXX '' ). I asked multiple times : " Are these actual confirmation numbers? " they dodged, refused to answer directly, or said " yes. '' Called hotels ( XXXX XXXX House, XXXX XXXX ) and cruise linenone existed. XXXX confirmed : " Invalid, no records in our systemnot valid vouchers. '' Filed initial chargeback dispute with Citibank that same day. XX/XX/XXXX : Owner admitted rep never booked anythingsaid " We were told by our booking agent that he had made all the confirmations... but we found out he dropped the ball. This doesn't meet our level of professionalism. '' No refund issued. This contradicts the e-tickets : if one guy dropped the ball, why multiple agents ' names on vouchers? They lied twice. January 23February 15 : Multiple reps ( including owner XXXX XXXX XXXX XXXX XXXX XXXX and XXXX ) XXXX XXXX " bookings are coming, '' " confirmations in progress, '' " expect soon. '' No real updates or numbers provided. XX/XX/XXXX : After I threatened to post on XXXX, BBB, and escalate, they sent a plain email from " XXXX XXXX XXXX '' ( last name misspelled with XXXX N'sreal XXXX XXXX XXXX XXXX at XXXX has no link ). No firm name, no letterhead, no credentialsjust " Attorney at XXXX '' in signature. From ramasside.com domain, not a law firm. Threatened to " call XXXX police, '' " notify my acquaintances, '' and sue for blackmail/extortion. Misspellings throughout ( " extortion '' as " extorshion, '' " retraction '' as " retrection '' ). No real attorney would send thatpure intimidation. XX/XX/XXXX : Group of XXXX travelers ( booked through XXXX ) arrived for XXXX XXXX reserved. No rooms, no cruise spotspeople stranded, no refunds or help from company. ( From XXXX XXXX review thread. ) XX/XX/XXXX : More emails demanding refundgot " still working on it. '' XXXX shifted demands : first " lose 20 % for late cancel, '' then " 50 % non-refundable, '' finally " all of it '' if pushed. XX/XX/XXXX : With trip 30 days away, no real bookings, and a {$1200.00} non-refundable XXXX airline ticket ( would lose it all if I waited ), I had to book a new tour with XXXX XXXX at {$10000.00} ( plus {$800.00} add-ons ) total extra cost over {$4800.00} due to last-minute pricing. XX/XX/XXXX : Citibank emailed " need more information '' despite me sending emails, receipts, hotel call logs, fake confirmation proofs, fake attorney email, and group incident reports multiple times. February 26March 10 : Sent XXXX status inquiries ( emails XX/XX/XXXX ; XX/XX/XXXX, XXXX, XXXX ; plus XX/XX/XXXX call ) all ignored or replied with " still reviewing. '' XX/XX/XXXX : Called Citibankspoke to supervisor. Asked if XXXX called XXXX : " Oh, I'm sure he did. '' Checked notes : " I don't see anywhere in the notes that he called the hotels at all. '' XXXX said : " I don't know why they keep sending you multiple emails saying we need more stuffthey 've had everything originally. '' Added : " Yeah, that's a good question... I'm gon na put that in here, I'm also gon na put in about the XXXX Department advisory about evacuating XXXX. '' Promised to note the advisory ( XXXX XXXX XXXX " depart now '' alert, XX/XX/XXXX, XXXX due to war escalation ). No follow-up since. XX/XX/XXXX : XXXX reopened caseno update. XX/XX/XXXX : Multiple " still reviewing '' emails sent ( unreadable encrypted links I can't openfour+ total ). XXXX shows nothing new. Received seventh automated " still reviewing '' email today ( XX/XX/XXXX ). Citibank violated XXXX XXXX ( XXXX CFR XXXX ) : no written explanation for initial denial within 10 days, no timely resolution ( over 90 days total ), no real investigation ( XXXX notes on calls ), endless " need more info '' when evidence was provided. This is blatant fraudnon-delivery, fake docs, merchant admitted faultyet Citi stalls XXXX ignores supervisor notes, and sends unopenable links. I cited fraud in my dispute letter. XX/XX/XXXX : I notified XXXX of cancellation due to lack of deliveryrequested full refund. They ignored or said, " too late. '' Company has never refunded or delivered services. Pattern of complaints on XXXX XXXX XXXX promises, no refunds, group scams ). All evidence provided : emails, fake confirmations, call logs to hotels/cruise, fake attorney email ( misspelled name ), merchant admissions, XXXX XXXX XXXX XXXX.

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