Consumer complaint received 2025-12-09 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:
This letter concerns the transaction below made with my Citi XXXX XXXX XXXX : XXXX * XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX CA {$110.00} on XX/XX/XXXX I opened a case with the card issuer, Citibank, XXXX XX/XX/XXXX and the Case number is XXXX. The reason for Dispute was that Goods/ services are not as expected. 

On XX/XX/XXXX I purchased a ticket to an event called XXXXXXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX. The event was to take place on XX/XX/XXXX. 

However, the merchant has significantly changed the details of the event. The finalized event was not what I expected. The merchant has changed the following : - The artist XXXX is no longer performing at this event. This is the main reason why I purchased this ticket - The event has moved outdoors. I can not be outdoors that long due to health concerns. 

Because of these changes, I requested a refund from the merchant, but with no response. Because of the event not having the expected outcome, I have filed a dispute. 

Citibank resolved the case in the Merchant 's favor on XX/XX/XXXX. I have sent a follow up on XX/XX/XXXX and told them that the dispute was not resolved correctly. I called Citibank and asked the reason why, and their response was that they need support evidence and asked me to send the evidence to XXXX Attached to this letter is the support documentation that I emailed XXXX on XX/XX/XXXX 1. The actual ticket entitled XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

2. Email order confirmation detailing the event. 
- The Event Title is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - Event Location : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  CA - Event Date : Sat XX/XX/XXXX, XXXX 3. An email I sent to the merchant requesting a refund. 

4. An article published by a third party detailing the changes that the XXXX made which was not the final event that I expected. 

Please note the actual evidence the Merchant provided to Citi 's Dispute department detailed a completely different event, which is evidence that the Merchant changed the event. 

1. An event with the following details, completely different from what I purchased : - Event Title : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX  - Event Location : XXXX XXXX XXXX, XXXX XXXX, CA - Event Date : Saturday XXXX, XXXX, XXXX No one has responded to my email ever since I provided the evidence that the Dispute department requested on XX/XX/XXXX. I did not expect the case to be closed and not investigated further without proper communication. 

I then called Citibank asking why nothing has been done since I emailed them the supporting documentation, and their response was that they can not see the pictures attached to the email. This was after the chargeback window was closed. They requested that I physically print out the supporting documentation and mail them the papers, and that they will request to re-open the dispute. I did as requested on XX/XX/XXXX. I got a response back in the mail from that XXXX has denied the request to re-open the dispute. 

I called Citibank customer service again to be told that they will request to re-open the dispute again. I responded that it will make no difference as it was denied before.

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