Consumer complaint received 2026-04-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIBANK, N.A.
State: NC

Complaint narrative:
Citibank denied my billing dispute based primarily on evidence submitted by XXXX XXXX claiming that I entered my credit card information from my own device/IP address and therefore authorized the charge. This conclusion ignores the central issue : entering my card information was not blanket authorization for permanent charges or acceptance of a booking I did not approve. I entered my information because XXXX agent instructed me that it was necessary for processing and record purposes, with the explicit understanding that if the proposed booking was not acceptable to me, it would be canceled within 24 hours. The agent agree if he don't find a booking he will cancel within 24 hrs. XXXX Travels evidence appears to mischaracterize technical entry of payment information as full consent, while omitting the conditions and representations that induced me to provide that information. STATEMEMENT FACTS : XXXX XXXX agent instructed me to enter my credit card information into their system. I was told this was necessary to proceed and that the booking would be canceled within 24 hours if it did not meet my approval or needs. My understanding and agreement were conditionalnot unconditional authorization to finalize or retain any booking regardless of my acceptance. XXXX created or processed a booking that I did not agree to accept. I did not authorize XXXX to keep or finalize a booking that did not match what I agreed to. XXXX failed to cancel the booking as represented. Citibank relied on the merchants submission that I entered my payment information, while failing to adequately investigate whether : My authorization was conditional The merchants representations were misleading The agreed cancellation terms were honored MISREPRESENTATION VS. TRUE AUTHORIZATION This dispute is not about whether I physically entered my card information. It is about whether XXXX XXXX obtained that information through misleading statements and then used it beyond the scope of my actual consent. Providing payment information under stated conditions does not equal unlimited authorization when : Material terms were misrepresented Cancellation assurances were made Final acceptance of the booking was never given The merchant failed to honor agreed conditions EXHIBIT EVIDENCE Exhibit A XXXX Communication / Agent Instructions Evidence showing : I was instructed to input payment information as part of the process Cancellation within 24 hours was represented if unsuitable Exhibit B Merchant Evidence Submitted to Citibank Evidence showing XXXX claim that card entry constituted authorization Exhibit C My Dispute Explanation Documentation clarifying that : Authorization was conditional Booking acceptance was never finalized Merchant failed to follow agreed cancellation terms Exhibit D Credit Card Billing Statement Unauthorized charges posted despite lack of true consent Exhibit E Citibank Dispute Response Denial relying on incomplete or misleading merchant evidence Concerns Regarding Citibanks Investigation Citibank appears to have accepted the merchants evidence at face value without fully evaluating whether the transaction was obtained through deception or whether the actual terms of my consent were violated. Amount charge in the credit card XX/XX/XXXX & XXXX : XXXX XXXX ( not authorized ) {$1200.00}. ( Ticket ( not authorized ) {$240.00} Travel Care ( not authorized ) {$30.00} miscellaneous ) ( not authorized ) Total {$1500.00} Amount charge in XXXX XXXX credit card XXXX XXXX ( authorized ) {$1800.00} Ticket {$47.00}. booking charge {$35.00} miscellaneous {$79.00} Travel care ( not authorized but refunded ) Total {$2000.00}

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