Credit card -- Problem with a purchase shown on your statement -- Complaint #14029773
Complaint Overview
Complaint ID: 14029773
Company: Citibank, N.A.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Florida
ZIP Code: 329XX
Date Received: 2025-06-11T12:00:00-05:00
Date Sent to Company: 2025-06-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am disputing a charge made to my credit card in the amount of {$2800.00} by XXXX XXXX, for a flight I could not use and which the airline promised to refund. Despite multiple follow-ups and documented evidence that XXXX committed to issuing a refund, and admitted it was local staff error to deny boarding, they are now refusing to do so. I have contacted them numerous times by phone and email, and they consistently confirm that no refund will be processedwithout addressing the earlier promises made by their customer service team nor revising the documentation Ive submitted and refusing to review recorded calls. I initiated a dispute with my bank, providing supporting documentation of the refund promise and my communication history with XXXX. However, my bank denied the claim without offering a clear explanation, and appears to have accepted the merchants refusal without reviewing the full context or evidence. This situation involves misrepresentation by the merchant and failure of the bank to adequately investigate or advocate on my behalf. The transaction has left me financially burdened for a service I did not receive and that the seller originally agreed to refund. I am kindly requesting that : 1. The CFPB investigate this matter as a failure of both the merchant and card issuer to act in good faith. 2. My bank be required to provide a full, written rationale for denying the dispute. 3. The charge be reversed, or alternative resolution be sought with XXXX directly. I am happy to provide call logs, emails, and a copy of the dispute denial letter upon request. Thank you for your support.
Frequently Asked Questions
What is Complaint #14029773 about?
Complaint #14029773 was filed against Citibank, N.A. regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2025-06-11T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.