Consumer complaint received 2025-03-15 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: TX

Complaint narrative:
SUMMARY : Due to a family emergency Consumer had to cancel flight reservations through XXXX and XXXX XXXX. As Consumer attempted to cancel the flight reservations XXXX made unnecessary time delays rendering the cancellation difficult. 

After the consumers family member passed away, XXXX and XXXX were contacted to cancel the flight. This should have been an eligible reason for a refund based on the companies policies. 

XXXX and XXXX  requested an obituary itinerary from the consumer, which was provided on XX/XX/year>. However, there were delays in processing this document. 
There were numerous inconsistencies during phone conversations, including : o XXXX indicating that the consumer requested a " cash '' refund, which wasnt the case. 
o XXXX stating that XXXX didnt send the obituary itinerary until later. 
o XXXX informing the consumer that the refund could take up to " 2 billing cycles '' to be processed, despite being promised a refund by XX/XX/year>. 

Despite the approval of the refund, the consumer has not received the refund by the promised dates, and there are still unresolved charges. The consumer opened a dispute with Citi Bank after the charge was unresolved. While some charges were addressed, there are still pending refunds for {$40.00} and {$410.00}. 

Consumer requested a specific date for when the remaining balances will be refunded and insist on a resolution from a XXXX supervisor however, XXXX still have not responded to the consumers request. 

DETAILS OF THE COMPLAINT : On XX/XX/year>, XXXX ( XXXX ) Consumer booked a flight reservations through XXXX for XXXX XXXX with XXXX XXXX XXXX XXXX XXXX. Consumer contacted XXXX to arrange for the purchase of an airline ticket through XXXX XXXX accommodations. The XXXX XXXX purchased was a flight scheduled for XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
( *Reference Exhibits XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Consumer was not able to keep scheduled ticket accommodations due to family member who had passed away. 

On XX/XX/year>, Consumer informed XXXX and XXXX  that her family member had suddenly passed and was not able to make the flight the scheduled travel accommodations and requested a cancellation and refund. XXXX asked consumer to provide the obituary itinerary and XXXX would proceed to cancel the travel appointment and refund consumers money. 
( *Reference Exhibits XXXXXXXX XXXX XXXX XXXXXXXX ) NOTE : According to XXXX XXXX XXXX XXXX XXXX XXXX XXXX Consumer qualifies for cancellation of scheduled travel accommodations if next of kin and/or family member has passed away. 

On XX/XX/year>, After the consumer provided the obituary itinerary for XXXX and XXXX, the consumer checked status of her refund in progress. During a recorded phone conversation between XXXX  and Consumer, XXXX advised Consumer that XXXX received the proof of cancelation, and the refund can take up to 7 business days for a conclusion. XXXX  also advised to contact XXXX as a follow up. 
( *Reference Exhibits XXXX XXXX XXXX XXXX XXXXXX/XX/year>, Contacted XXXX XXXX During a recorded phone conversation between XXXX and Consumer, the refund was Approved and was being processed for refund. XXXX confirmed the refund approval, and that client should receive the refund by XX/XX/year>, from both XXXX and XXXX 
( *Reference Exhibit XXXX XXXX ) NOTE : XXXX created unnecessary delays in refunding Consumer back her funds as XXXX prevaricated information to and/or other parties involved in this matter. 
During a recorded phone conversation between XXXX  representative and Consumer, XXXX representative stated that XXXX placed in their own notes that Consumer wanted refund in cash even though Consumer never made any such request to XXXXXXXX XXXX representative also stated that they never received the Obituary Itinerary from XXXX until later. 

According to XXXXXXXX request for cash and not having the Obituary Itinerary only delays any refund. 

Since XX/XX/year>, Consumer still had not received any refund from XXXX and/or XXXX as XXXX had promised. Therefore, consumer phoned XXXX to check status once again. During a recorded phone conversation between XXXX and consumer, XXXX advised it was approved but it can take up to XXXX billing cycles for XXXX to process the refund. 
( *Reference Exhibits XXXX XXXX ) On XX/XX/year>, During a recorded phone conversation between XXXX and Consumer, XXXX confirmed that the refund was in progress. 
( *Reference Exhibit XXXX XXXX ) Due to the numerous inconsistencies with XXXX XXXX consumer was misled on numerous occasions. 

On XX/XX/year>, Consumer opened a dispute with her creditor, Citi Bank XXXX XXXX XXXX XXXX. The XXXX charge was resolved however, the remaining charges from XXXX and/or XXXX  in the amounts of {$40.00} and {$410.00} were not refunded but still in progress. 
( *Reference Exhibits XXXX XXXX, XXXX, XXXX XXXX ) *Reference/s for Exhibit/s : XXXX XXXX Consumer Statement XXXX XXXX Card Charge XXXX on XX/XX/year> XXXX XXXX Card Charge XXXX on XX/XX/year> XXXX XXXX Card Charge XXXX on XX/XX/year> XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Email of Proof sent to XXXX and XXXXXXXX XXXX XXXX XXXX XXXX Conversation XXXX XXXX XX/XX/year> - UNABLE TO UPLOAD XXXX XXXX Recorded Conversation Consumer/XXXX on XX/XX/year> - UNABLE TO UPLOAD XXXX XXXX Recorded Conversation Consumer/XXXXe on XX/XX/year> - UNABLE TO UPLOAD XXXX XXXX Recorded Conversation Consumer/XXXX XXXX XXXXXX/XX/year> - UNABLE TO UPLOAD XXXX XXXX Opened Dispute XXXX {$18.00} XXXX on XX/XX/year> ( Resolved ) XXXX XXXX Opened Dispute XXXX {$40.00}, on XX/XX/year> XXXX XXXX Opened Dispute XXXX {$410.00}, on XX/XX/year>

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