Consumer complaint received 2026-05-27 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: MA

Complaint narrative:
XXXXCitibank closed multiple billing disputes involving ASAP Tickets despite unresolved accounting and subsequent written merchant admissions contradicting earlier representations.XXXX2. Timeline of Events and Summary of DisputeXXXX XXXX Original airfare XXXX from XXXX XXXX XXXX departing XXXX XXXX XXXX XXXX Additional charges for domestic flights, Dream Pass, and travel insurance XXXXbrought the total to nearly XXXX (not clearly itemized at time of purchase)XXXX XXXX Situation involving XXXX XXXX begins escalating; I am scheduled to depart just XXXXdays later. XXXX XXXX (Travel Consultant) tells me its not a big deal and to change nothingXXXX XXXX With departure a few days later, flights being cancelled & and the US warning, \nall citizens not to fly through XXXX XXXX I request rebooking specifically to avoid XXXX XXXX XXXX XXXX XXXX (Travel Consultant) mistakenly books flight through XXXX XXXX XXXXairspace despite my request\XXXX XXXX Travel Consultant fails to disclose there was a service stop in XXXX XXXX during XXXXphone confirmation for itinerary which is how the prices and itinerary was XXXXcommunicatedXXXX XXXX once I receive the paid for booking electronically and review it - I immediately XXXXcall; TA acknowledges error and agrees to correct it XXXX XXXX I am told the corrected flight will cost approximately XXXX more (Attachment 3 XXXX New Re-Booked Flight Cost of XXXX) and that I must pay the full amount XXXXupfront, with a refund promised due to the flight being canceled and/or travel insurance XXXXcoverage applying and that there will be no additional booking or change fees based on XXXXtheir policy (Attachment 4 ASAP re-booking policy). XXXX XXXX I request cancellation of all travel insurance (I bought equivalent coverage XXXXindependently through XXXX for XXXX for the entire trip (Attachment 5 Request \nfor cancellation/refund and Attachment 6 - Proof of trip insurance)XXXX TA says he can certainly cancel and refund trip insurance (Attachment 2 Email from XXXXPhilp M confirming refund and cancellation of Trip Insurance.) XXXX XXXX Flight opens; I attempt to select a seat and am unable to do so despite being XXXXtold I purchased Premium Economy (Attachment 7- Emails from XXXX XXXX insisting it \nis a premium economy ticket)\XXXX XXXX I contact the airline directly and confirm the ticket is NOT Premium EconomyXXXX XXXX I discover I was charged approximately XXXX for a ticket the airline priced at XXXXapproximately XXXX I then review all charges and am, frankly, flabbergasted by the number of service fees XXXXand the lack of itemizationXXXX I request a refund and clear accounting of all charges; instead, I am repeatedly XXXXtransferred between agents, and the issue is addressed about one domestic Air XXXX XXXXflight. (Attachment 8 Request for refund do to overcharge) \n XXXX I open a dispute with Citibank Credit Card for over billing, misrepresentation, XXXXand charges for travel insurance that I was assured were cancellableXXXXBetween XXXX and today- XXXX I have sent all requesting information accounting of charges and surfaces, reconciled and admission of the merchants that there is credit, but they cant give it to me. Citibank keep sending notice that theyre sorry that theyre unable to assist me in this matter. They have tried with the merchant, but the merchant is uncooperative. This is not satisfactory for a large financial institution that I trusted. XXXXThe merchant has now acknowledged in writing that:\XXXX the airline canceled the original reservation;\n refund options existedXXXX value from the canceled reservation was transferred or applied toward replacement bookings;\n and refundable or transferable value remained associated with the transactions.XXXXDespite these admissions:XXXX I still have not received a reconciled accounting of the charges;XXXX substantial additional charges remain unexplained;XXXX I still cannot practically access or recover referenced credits or transferred value;XXXX and Citibank closed disputes primarily on the basis that the merchant would not voluntarily compensate me.XXXXCitibanks denial letters do not state that the merchant proved the charges were accurate, reconciled, or properly disclosed. Rather, they state only that the merchant would not honor requests for compensation.XXXXAt this point, neither the merchant nor Citibank has clearly explained:\n where the transferred or refunded value currently resides;XXXX how I can practically access or recover it;XXXX or how substantial additional charges added during the rebooking process were calculated and reconciled.XXXXI am requesting review of Citibanks dispute handling and assistance obtaining proper reconciliation of:XXXX the canceled reservation value;XXXX transferred credits;XXXX unexplained charges;\n service-related add-on fees;XXXX and remaining funds associated with these transactions.'

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