Consumer complaint received 2018-10-08
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid 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:
I have attempted to resolve directly with the merchant as well as my credit card company well within the time period, once the transaction posted I started a dispute. Citibank during this time provided little to no updates, I continued to call 2-3 times a week, each time the representative gave different updates, and as of XX/XX/XXXX was told it was going to pre arbritration, as of today XX/XX/XXXX was told it was completed not in my favor. I pre-paid for 1 night of a hotel which payment was made XX/XX/XXXX and also didn't receive tickets from the hotel and was cancelled due to the incorrect tickets that they sold prior to the show. Please see the original letter. 


XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Account XXXX  XXXX / Case ID XXXX Citibank AKA Citi Cards  Attention : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX Dear Sir or Madam, I am writing my response to the billing dispute for {$800.00} on my account. Date of transaction XX/XX/XXXX from merchant XXXX XXXX XXXX, XXXX NV in the amount of {$800.00}. 
I am disputing the resorts fees, additional nights billed for Fraud/Goods and concierge fee as these were billed by merchant fraudulently without my permission and goods and services were not received. 
We only stayed one night in which was paid in advance on this Citibank card transaction date XX/XX/XXXX in the amount of {$180.00}. This is the only night which is not in dispute. The night at the hotel was XX/XX/XXXX, this was the night paid in advance. When checking in the front desk clerk still had the additional nights which were requested to be removed in XX/XX/XXXX and reverified 30 days prior to our reservation. The front desk clerk said not to worry it will not be billed and she will update to reservation. Before leaving hotel on Saturday morning XX/XX/XXXX we performed a charge through concierge for tickets at the XXXX, we were shown the exact seats on a seating chart that we would be sitting in however not provided with tickets. When getting to the XXXX that evening they had different seat selections and could not provide us the tickets which were promised by XXXX XXXX XXXX, we called hotel and advised them of this issue immediately ; they stated it was an error on their part as they use a third-party vendor to purchase tickets. We advised them that we would not be using the tickets as seat selection shown was four tickets together in a better price zone, and XXXX claimed that tickets were separated in a lower price zone. We were unable to separate from our children and didnt want to accept tickets that were not the tickets promised. They also promised not to charge for this. Upon getting home we saw the incorrect charge and attempted to work with merchant, they didnt respond back. We had no alternative to request a dispute in order to protect ourselves. This is the first time ever disputing a transaction and have been a long-term customer with Citibank. I hope that you will be able to assist in working with me to resolve this issue on the fraudulent charges so that the dispute is in our favor as quick as possible. I appreciate your assistance. 


Sincerely, XXXX 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 explanation