Consumer complaint received 2026-03-11 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: MA

Complaint narrative:
I am submitting a complaint regarding the handling of a credit card billing dispute by Citi. I purchased airline tickets through XXXX on XX/XX/XXXX. After contacting the merchant to cancel one of the flight tickets that were part of my original booking on XX/XX/XXXX, the merchant confirmed in writing via email that I would receive a partial refund of {$550.00} due to a cancellation penalty. The email clearly stated that the refund would be processed within 23 business weeks. It has been more than than a year now and the promised refund was never issued. I followed up with the merchant multiple times : - In XX/XX/XXXX, I was told the refund was in process and would be escalated. - In XX/XX/XXXX, I was again informed that the refund was still pending. - Shortly after, I was told by the merchant that they would not issue the refund at all, despite their prior written approval. At this point, I realized that the merchant had failed to honor their own refund commitment. I then contacted Citibank since their system would not allow me to submit a claim and was advised that the online dispute system could not accept the case due to the age of the original transaction. However, since this was not a dispute about the original purchase itself but a dispute regarding a refund that was approved and never processed, which only became clear after months of follow-ups with the merchant, the phone agent recommended me to email their Billing Disputes Department so they could open the dispute. I followed Citi 's agent 's recommendation and emailed their Billing Disputes Department, which I received and email from about having received my letter and have opened the dispute on XX/XX/XXXX. Despite providing documentation showing the merchants written confirmation of the refund, Citi closed the dispute stating that the documentation did not support the claim. However, Citi did not explain how the evidence was evaluated or why a refund that was promised in writing was not considered valid documentation of a billing dispute. I am requesting that Citi conduct a proper review of the evidence and reconsider the dispute, as the merchant failed to issue a refund that was clearly promised in writing. I am enclosing the following supporting documentation : 1. The email from XXXX dated XX/XX/XXXX, confirming the cancellation and the approved refund of USD XXXX. 2. My Citibank credit card statement showing the original charge and the absence of any refund. 3. A transcript of my XX/XX/XXXX conversation with the merchant stating the refund was still in process. 4. My written letter to Citi Billing Disputes Department. 5. Email confirmation from Citi regarding my dispute received. 6. Email confirmation from Citi regarding my dispute opened. 7. My email to Citi Billing Disputes Department in response to further information requested from them. XXXX. Citi 's letter with their resolution of this dispute.

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