Consumer complaint received 2024-04-22 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: NJ

Complaint narrative:
Citibank credit card was used to purchase airfare tickets with XXXX for our honeymoon to XXXX at the end of XXXX. On the XXXX site, when going to purchase the tickets the information would not go through saying that there was an issue with the card. We try again, same thing. We call Citibank that day and ask about the charge and if it went through, they said that it did not and explained to them the situation. We were told to call XXXX. We spoke to someone from XXXX on the phone and gave them the flight info and the card info. The transaction also did not work for them and we were informed to call our credit card company which we informed them that we already did. The person from XXXX also informed us that the charges also did not go through. The reason why the card would not work and the transaction wasnt going through was because the connecting flight we needed was not a long enough overlay for us to be able to catch the second flight. We had someone from another airline take a look at it through their system and that apparently is what the issue was. Needless to say, all of the transactions from XXXX actually went through on my Citibank credit card on XX/XX/XXXX that totaled almost XXXX - for services that we did not get nor had confirmation emails or flight tickets. Citibank put one of the {$2400.00} charge back onto my credit card. I do not use this credit card as I had made a balance transfer to pay it off. This was a big purchase therefore I wanted to use the card for the points and also knowing I had no other transactions on the credit card it would be easy to account for cost. That is not how it worked out. I have been a Citibank member since XXXX. I have never had so many issues with a credit card. I have a chase card and this would have been resolved already and the back and forth like this would have never happened. Therefore I am making any complaint I can. The charges were from XXXX and here we are going into XXXX almost and the issue has yet to be resolved. I have spoken to numerous people now at Citibank on the phone. There was an audit that was put in for it two weeks ago I was told 7-10 business days - no one has looked at it or has responded. I called again today about it and XXXX told me that she would expedite this to her supervisor and again I was told 7-10 business days which will then be XXXX. This has affected my credit due to it taking so long in order to fix it. This has caused more headaches for something that should have been enjoyable and something very easy to fix. I have asked for complaint forms, none received. I asked for someone from management or a supervisor, no one would put me in touch with someone. It is easy to put the charge on the card for it to accumulate the interest for your companys business but yet when a charge needs to come off- it should not take four months to figure out simple math. If someone took the time And looked over it, it is evident and apparent the charge should not be on my credit card. I have spoken to people from Citibank multiple times at this point and no one has been able to fix or remedy the situation. I am enraged and disgusted in regards to how this is being handled. Therefore, I am taking the time to fill out a complaint form because this is absolutely ridiculous and if anyone else has a problem like mine or will in the future they will know about it.

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