Consumer complaint received 2024-08-19 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: NY

Complaint narrative:
On XX/XX/XXXX I booked a business class/ first-class round-trip ticket to XXXX on XXXX for {$8300.00}. I left on XX/XX/year>. Before I travelled, I noticed on my itinerary that one of the connecting flights was booked in COACH class. I immediately called XXXX and they said I was correct and that they could fix it. When the customer service representative was amending the itinerary, he asked me if I could pay {$200.00} extra for overseas taxes. I said it would be ok. Now I first negotiated a round-trip business class ticket to XXXX INCLUDING HOTEL for {$8300.00} and now I agreed to {$8500.00} and XXXX told me I LOST MY HOTEL at the XXXX in XXXX  only to have them pick a hotel BASED ON OTHER CLIENT REVIEWS when I originally had my hotel where my friends were staying. They sent me to a lesser hotel and I had no choice. Already my trip is not my trip anymore. It gets worse. When I arrived at XXXX XXXX to leave to XXXX ( stop over ) the gate agents said I was NOT booked in business class on XXXX XXXX from XXXX to XXXX  and that actually XXXX cancelled my flight entirely. The XXXX XXXX gate agent said she could see XXXX tried to rebook BUT accidentally cancelled the balance of my flights. When I arrived in XXXX to head to XXXX the XXXX XXXX gate agent said the same thing. I had no seat. I called XXXX to speak with gate agent because I was holding up the entire plane. They let me on fortunately HOWEVER now I has NO FLIGHT HOME on XX/XX/XXXX. So I had no choice but to XXXX back and ask them to rebook me on XXXX XXXX  BECAUSE THEY HAVE MY MONEY PLUS {$200.00} EXTRA I PAID. XXXX blamed XXXX XXXX and XXXX XXXX XXXX XXXX BUT I saw on the XXXX computer I was NOT booked and it was XXXX 's fault. XXXX wound up charging me an ADDITIONAL {$10000.00}. just to book me on XXXX XXXX FOR THE TRIP HOME BECAUSE I NOW LOST MY XXXX XXXX seat all together. You have to understand I'm on a plane on the runway and was FORCED to book this XXXX  XXXX XXXX  with XXXX and they made more money on me. NOW this one trip has cost me {$26000.00} and i am at a hotel I did NOT want to be at. XXXX forced me to stay there. It was not as nice as the XXXX. I was devastated. I called Citi XXXX dispute service number the NEXT DAY and started the dispute process. I haven't looked recently but I believe the original {$8300.00} was refunded HOWEVER the XXXX ( which I owed and agreed to even with the bad hotel but I had no choice ). My complaint was to have XXXX pay for my trip home BECAUSE IT WAS BOOKED ON XXXX XXXX  AND PAID FOR. WHY DID I HAVE TO BE FORCED TO BUY A NEW TICKET ON A NEW AIRLINE WHEN XXXX MADE THE MISTAKE AND WOULD NOT HONOR OUR ORIGINAL CONTRACT. AT THIS POINT XXXX IS NOT ACKNOWLEDGING THEIR MISTAKE. IT WASNT UNTIL XX/XX/XXXX I SPOKE WITH A SUPERVISOR NAMED XXXX AT XXXX THAT HE SAID THEY WOULD WORK SOMETHIGN OUT. CITI HOWEVER LOOKS AT DISPUTES LINE ITEM BY LINE ITEM WHICH IS CRAZY BECAUSE THERE WERE 6 OR 7 CHARGES BUT ALL FOR ONE STORY ONE TRIP ONE PERSON I OWE XXXX XXXX TOTAL I NEED HELP WITH THE {$10000.00} THEY CHARGED ME FOR AN EXTRA FLIGHT. I HAVE PROOF OF ALL OF THIS WITH EMAILS AND PAPERWORK BACK AND FORTH WITH CITI MY CREDIT CARD COMPANY.

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