Consumer complaint received 2023-10-20
Company: CITIBANK, N.A.
State: CA
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

Complaint:
Costco Citibank Visa quickly accepted my dispute against a Hotel Reservation Company going by XXXX, a subsidiary of XXXX and owned by XXXX XXXX XXXX since XXXX. This online website mirrored the actual hotel 's website and made an effort to hide its 3rd party status. I was looking to compare prices and terms. Believing I was on the XXXX XXXX XXXX website, I entered the price evaluation algorithm on the first page of this 3rd party website. It appeared to be the same price evaluation software I was familiar with using to evaluate the full cost of leasing an auto, buying an airline ticket, and discovering the real cost of a hotel room. Believing I was on the XXXX XXXX XXXX website, I signed up using my credit card information hoping to get a discount as a member. It was XX/XX/XXXX, and I entered my desired calendar dates for XX/XX/XXXX through XX/XX/XXXX ( XXXX days ). I chose a room with a king bed, and a price of $ XXXX popped up. Great Price! I still wanted to know the terms ( refundability ), taxes, and fees. I was still in the price evaluation algorithm, and the only way I could move forward in assessing this information was to click on a button that read, " Make a Reservation. '' I did not want to waste my time and effort, so I clicked on it. Immediately, I was billed {$260000.00} and told the details would be an emailed receipt. I called the hotel, and they told me they were sorry that I had used a 3rd party vendor to make the reservation, and according to their contact phone number, it was XXXX. I went to my email and discovered they lied about the price. there was close to {$700.00} in undisclosed taxes and fees, and only then did they inform me that the purchase was non-refundable. In effect, I was misinformed about price, taxes, fees, and terms. Citibank decided in their favor after a long dispute process by informing me that the vendor " says they don't owe me anything. '' Every dispute agent I talked with on the phone expressed great concern for me and knew what had happened was WRONG! I asked Citibank if they have another process besides disputes to protect their consumers when their customers have been clearly defrauded. They said there was nothing they could do. I know they XX/XX/XXXX XXXX XXXX XXXX went into effect on XX/XX/XXXX. So far it seems that no federal agency has set up an enforcement mechanism for this law. After trying to negotiate directly with XXXX and XXXX, I was refunded {$2400.00}. They did not negotiate they unilaterally decided to charge me for one night after I " no showed. '' I canceled my reservations through this 3rd party vendor within 3 hours of being illegally tricked into making it and 30 days prior to my actual reservation date on XX/XX/XXXX.

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 non-monetary relief