Consumer complaint received 2026-04-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
The issue started in early XXXX when I attempted to reserve a 2-week block at XXXX XXXX XXXX Unfortunately when I I arrived at XXXX XXXX. They were unable to check me in due to the type of identification that I had ( a XXXX passport ) and the person at the front desk was kind enough to issue a cancellation for my reservation including a refund that was supposed to go to the payment partner which was XXXX I thought nothing of it for about 2 or 3 days when I found that my balance on my debit card remained low due to the fact that I had already paid for the hotel room at XXXX XXXX and that the cancellation had not been reflected on XXXX since the cancellation was due to the fact that according to XXXX XXXX, they no longer had the room that I had reserved. This would fall under the act of God exemptions to their no refunds policy. I attempted to contact XXXX several times including by phone where they promised me that they wouldn't make the adjustment to my payments if I were to identify the clerk who is working at XXXX XXXX at the time and their title. Unfortunately, this was not a feasible method of confirming identity and therefore instead I sent XXXX the cancellation receipt which included the cancellation number, the reservation number, and the contact information at XXXX which is part of the same company as XXXX This would mean that XXXX did actually receive a notification of cancellation and has been refusing to refund me the {$750.00} that was due to me because of the fact that I was simply unable to take advantage of any of my reservation time. I escalated this several times with XXXX and each time the answer that I was given was that I needed to find the name and the title of the person that issued the refund .. this strikes me as extremely illogical as I have the system generated cancellation number that should be working on the system between the two companies and that no company in their right mind would simply hand over be name and the title of a employee to someone who just happened to call them. This strikes me as a fraudulent method to try to make me go away and stop complaining about a payment that was made but not honored. Instead I escalated to Citibank and their debit card dispute department. They promised me that they would send me paperwork via email and updates via phone about status of my dispute. Unfortunately, I never received any of this and instead they sent it via traditional mail despite the fact that I had informed them that I was not capable of receiving traditional mail due to the fact that I was currently in an unhoused situation. When the when the judgment was ruled against me, I filed an appeal against the company which they once again promised. Would contact me via email and phone call within 5 to 10 business days. It has now been 10 business days and I have not heard hide nor hare from City despite multiple attempts to contact them whether through online portals, messaging or phone calls. Each time they have siloed to the point where each department was unable to access information that was vital to the case. Even the even the debit card dispute transaction department needed to speak to the back office which they could connect me to directly. Since my last correspondence has been over a week and I have not heard any .. the money that I am owed may seem trivial to multinational corporation such as XXXX or Citibank XXXX It is an amount that determines whether or not I can be housed or not. For the next week. I need cfpb to interface on my behalf and get the attention of the executives which have clearly decided to simply brush off My concerns despite the fact that it was flagged several times as being urgent and as being a customer health well-being issue.

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