Consumer complaint received 2025-09-29 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:
In XX/XX/XXXX I purchased a ticket at XXXX XXXX for my Son from XXXX to XXXX through XXXX XXXX , the flight was scheduled for XXXX during the limited vacation time my son who is a XXXX XXXX XXXX. Later in XXXX a war erupted between XXXX and XXXX. For XXXX days nobody can enter or get out of XXXX. Many carriers cancelled their flights to and from XXXX airport in XXXX. 
The segement from XXXX to XXXX was supposed to be with XXXX XXXX XXXX and the price was {$720.00}. 
Since my son could not risk being stranded and lose his school, I emailed XXXX XXXX to cancell that segemtn of the flight and asked for a refund. They never replied. 
I email XXXX more time on XXXX and got no reply. I opened a dispute at Citibank. 
Sequence of dispute : XXXX Dispute Opened at Citibank. 
XXXX Merchant replied that my ticket is non-refundable XXXX Citiback decided on the favor of the merchant. maied me an official letter, asking for my written responce XXXX I replied with the following letter " Subject : Re : Dispute ID XXXX for Card XXXX Dear Citi Dispute Team, I am writing in response to your request for additional information regarding dispute ID XXXX for the transaction with Holidays Lines XXXX XXXX for {$720.00} XXXX XX/XX/XXXX XXXX 

The merchants claim that the ticket is non-refundable is not applicable as the service could not be provided due to circumstances entirely beyond my control. 

The flight segment from XXXX to XXXX XXXX XXXX XXXX XXXX Airport ) was scheduled for shortly after XX/XX/XXXX. As widely documented, the airspace around XXXX XXXX Airport was closed and deemed unsafe for civilian travel during that period due to XXXX XXXX conflict. An airline can not enforce a non-refundable policy when it is incapable of fulfilling the core service of transportation due to a force majeure event such as war. 

My cancellation was not a matter of choice but a direct result of the airlines inability to guarantee safe passage or any passage at all. The passenger, my son, is a dental student with a fixed academic schedule, making indefinite rebooking impossible. 

Furthermore, U.S. Department of Transportation regulations ( XXXXXXXX XXXX Part XXXX ) and common carrier laws stipulate that consumers are entitled to a refund if an airline cancels a flight, significantly changes the schedule, or is unable to provide the service as contracted, regardless of the reason. The closure of the destination airport constitutes such a significant change. 

Enclosed for your review, you will find : XXXX. A copy of the airlines itinerary, showing the affected flight segments. 
XXXX. Documentation of the airport closure and airspace restrictions from a reputable news source ( e.g., XXXX notices, XXXX, XXXX report ). 
XXXX. A copy of my communication with the merchant requesting a refund due to these extraordinary circumstances. The merchant just ignored me and never replied The merchants provided documentation is irrelevant as it does not account for their fundamental failure to perform the service. I trust this information will suffice to resolve this dispute in my favor. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Tx XXXX " End of letter : XXXX Citi acknowleged receipt of my letter XXXX Citi decided XXXX more XXXX on the favor of the merchant. The message from Citi reads : Citi ( XXXX ) XXXX XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ACCOUNT NUMBER XXXX Dear XXXX XXXX : This letter concerns the transaction described below made with card number XXXX : Date Amount Description XX/XX/XXXX {$720.00} HOLIDAYS LINES XXXX XXXX XXXX We have reviewed the information concerning this dispute. Unfortunately, we are unable to resolve this dispute in your favor since we have not received the document proving the charge is refundable or any proof that proves that the merchant 's policy was not disclosed to you at the time of sale and any document proving the merchant has accepted your cancellation request and willing to refund. As a result, we have completed our investigation based on the information available. Please contact the merchant directly if you wish to pursue this matter further. 
Without the requested information, we will be unable to assist you. 
While we realize your account may be in good standing, Federal Regulations require us to remind you that we may report your account as past due to the consumer reporting agencies listed below if we do not receive the minimum payment by the due date shown on your billing statement. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Sincerely, Customer Service Team FEDERAL REGULATIONS REQUIRE THE STATEMENT PRINTED ON THE REVERSE SIDE. 
XXXX " End of message from citi. 
On XX/XX/XXXX I called CitiBank and closed my XXXX XXXX XXXX XXXX XXXXXXXX XXXX. 
The agent started to provide incentives for me to stay, forwarded me again to the dispute center although I insisted on closing the account. The rep at the dispute center said again that the ticket is non refundable. 
I ended up closing my citicard.

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