Consumer complaint received 2026-03-30 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:
On XX/XX/XXXX we opened an account with Citi bank / citi group - Citi / AAdvantage Platinum Select XXXX XXXX XXXX ) To use it on our vacations to XXXX so we used it to get hotel and flights for my family 5 people on XX/XX/XXXX I used this card to buy the XXXX FLIGHT tickets directly from XXXX XXXX to get the miles confirmation code : XXXX XXXX XXXX XXXX XXXX NAME : XXXX XXXX DEPART : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX CLASS : B : STOP : XXXX XXXX XXXX XXXX XXXXXXXX XXXX NAME : XXXX XXXX DEPART : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX CLASS : B : STOP : O {$89.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX AZ NAME : XXXX XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX MCO TO ORD : AA : CLASS : B : STOP : O {$89.00} XX/XX/XXXX XX/XX/XXXX XXXX XXXX AZ NAME : XXXX XXXX DEPART : XX/XX/XXXX MCO TO ORD : AA : CLASS : B : STOP : O this Citi / AAdvantage Platinum Select offer the first bag free when open so ON XX/XX/XXXX we called " XXXX XXXX customer service number '' ( i ggogleed it ) so the person on this phone calls presented as an XXXX XXXX XXXX ( " XXXX XXXX an XXXX guy ) and he preceded to " help '' me adding this bag to my XXXX XXXX XXXX he asked for my flight information, then I told this '' supposed '' XXXX XXXX XXXX about the free bag offer on this credit card and he told me " yes I will help you adding this bag to your flight then he ask for the names of the passengers on this flight to add the bag to one so i told him to add it to me XXXX after 10 to 15 minutes he was working on this he told me in order to add the bag i need the credit card information I said why so he says is because we will charge you {$80.00} dollars now but it will be refund back full to your account ( that's was the red flag I did not see ) so we proceed because all the time I taught I was talking with XXXX XXXX XXXX so after XXXX mitutes he got the bag added and he will send me an email with the confirmation so we terminated the call. some minutes after i received this email " Promotional Discount on Luggage XXXX ' Dear XXXX, I hope this message finds you well. I am writing to confirm your new reservation with XXXX XXXX : Please find below the complete summary of your booking, including pricing, passenger details, and other important information. Price Summary Total Amount ( Including Taxes & Fees ) : {$1800.00} USD. ( XXXX XXXX ) XXXX XXXX : The charge will appear on your bank statement as XXXX. This amount will be billed to your Master card ending in XXXX. To proceed, kindly respond to this email with " I Authorize '' or " I Agree '' to confirm your acceptance of the charges and booking terms. Refund Details : Total amount of {$1800.00} will be refunded back to the Master card ending with XXXX. It will be processed in 7-10 business days and will be posted in 1 billing cycle to your card. I checked my Citi bank app and see this charge from this fraudulent company XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX {$1800.00} -- PENDING I called citi bank right away to stop this transaction as it was still " Pending '', also I reported my credit card as stolen to avoid more charges Citibank blocked the credit card and sent my a new one but they did not stop this fraud from this scammer company I also try to dispute this charge but as it was pending I couldn't do it at that moment. After Citi bank didn't stop it so this charge was posted on my account I was able to initiate the Dispute after going back and forth calling, providing all my evidence such statements, transactions, flight confirmation, transaction and information from XXXX XXXX showing i bought and paid this flight directly from XXXX XXXX before this fraud happens, i provide also the emails from this scammer. after all this stress and work after all this Citi bank this was the response ( dispute letter ) We've completed our investigation Hi, XXXX. We included the below transaction details for the dispute ( s ) on card ending in XXXX for your reference. Date XX/XX/XXXX Amount {$1800.00} Merchant/Description XXXX XXXX XXXX XXXX XXXX IA Through our investigation , of the information and facts available, we were unable to identify or determine that a billing error occurred. We previously issued a conditional credit to your account for the amount in question pending the outcome of our investigation. Now that the investigation is complete, we have reversed the conditional credit. All adjustments will appear on your statement within 2 billing periods. so they just ignored all my evidence and decided to make me responsible for this charge based only on simple screenshoot of my XXXX XXXX flight " Travel back " provide as evidence I been calling all the departments for Citi bank Fraud department, security dept. investigations dept wasting hours on the phone I was able to reopen this dispute but Citi bank decided against me again last time I called Citi bank ( XX/XX/XXXX ), supposedly they are contacting " Master Card '' to reopen my case ( Case ID : XXXX ) but still nothing so now they are charging me late fees and interest {$1900.00} total

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