Consumer complaint received 2024-02-19 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: IL

Complaint narrative:
In XX/XX/XXXX, I made a roundtrip flight reservation from XXXX to XXXX through XXXX. The booking, charged at {$5000.00}, was shown as XXXX XXXX on my credit card statement and was made under itinerary number XXXX with a departure date of XX/XX/XXXX. 

Subsequently, due to unfolding COVID-19 circumstances, I rescheduled my departure to XX/XX/XXXX. Said action resulted in a decrease in fare to {$3000.00}. During this process, XXXX gave written assurance ( available as email proof ) to provide a difference of {$1900.00} ( $ XXXX {$3000.00} ) as future travel credit with XXXX XXXX XXXX 

In XX/XX/XXXX, as COVID-19 situation continued to cause uncertainties, I cancelled my travel plans after speaking to XXXX as they confirmed over phone that the ticket value will be available as travel credits and can be leveraged for a same flight on a later date between the same origin and destination and same passengers. However, a partial refund of {$1900.00} was credited back to me in my credit card and none of the other assurance of a future travel credit was availed to me. There was no explanation provided as to why {$3000.00} is being charged and no further explanation was provided. 

Since, no clarification was provided on the remainder of the refund amount or fulfilment of the promised booking credits. Thus, I lodged a complaint - complaint number XXXX- with the Department of Transportation ( DOT ) to secure proper refund. 

On XX/XX/XXXX, in response to my complaint, XXXX offered an explanation ( attached ) and issued a refund of {$3000.00}. I assumed that the matter was closed. 

Yet subsequently, on XX/XX/XXXX, four transactions from XXXX XXXX totaling the exact refund amount ( {$3000.00} ) were processed on my credit card. 

In reference to DOT case XXXX, I reopened the case, reporting that XXXX unfairly charged my credit card ending with XXXX. XXXX responded ( attached ) that they did not initiate any charge. 

I raised complaint to Citi, also contacted XXXX XXXX and XXXX. Both XXXX XXXX and XXXX denied any transaction However XXXX XXXX has responded to Citi that they believe that the transaction was genuine and they have charged the account. 

On XX/XX/XXXX - Citi reversed the charge and asking me to pay when I did not authorize any transaction. XXXX XXXX never communicated anything with me. My communication was with XXXX. XXXX initiated a full refund on XX/XX/XXXX and closed the DOT case and I assumed the matter closed. Now XXXX XXXX is extracting the same amount from me without any communication or consent. 
I consider this a fraud as XXXX XXXX did not communicate anything before charging {$3000.00}. I complained to Citi about this charge with all the supporting evidences, but Citi cards is not paying any attention to the case history and reversing the temporary credit that they applied on my request to designate the charge as fraud. 

I am looking for justice

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