Consumer complaint received 2019-07-18
Company: FIRST NATIONAL BANK OF OMAHA
State: FL
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:
On XX/XX/2019 I made reservations for a room at a XXXX XXXX XXXX on XX/XX/2019 for a charge of {$200.00}. I agreed to a no cancellation. The reservations were made using a third party website. At the time of my arrival I saw signs all over the parking lot stating that there was a fee for parking. I was very confused because no where in my reservation had it said there would be a parking fee. When I entered the lobby I asked the receptionist about the fees. She quickly responded with " Yes, there is a {$12.00} overnight parking fee. '' I stated that I was not aware of any parking fees. She responded with " Yeah, they just started charging for parking. '' I was pretty upset that not only was I about to pay over {$200.00} for 1 night at a hotel but there were other hidden fees on top of that. I tried to handle the situation with the receptionist at the front desk and was told that " There is nothing she could do and if she could please have my credit card and drivers license to put on file. '' I told her no. I wasn't going to stay at a hotel that lies and has hidden fees. I quickly called my credit card company First National Bank to dispute the charge. I felt lied to and cheated to and the employees did nothing to help with the situation. We also contacted the supervisor of the hotel and left him a message and he never contacted us back. My credit card company investigated the dispute and found that I did not owe the company any money and I was not charged for the hotel. A few weeks went by and I received a letter in the mail stating that the hotel was now disputing the charges and I was to respond if I still disagreed. I sent my response. Not even 2 days later I get another letter in the mail post marked with the same date I mailed my response stating that they would be siding with the merchants evidence and will no longer be representing me in the dispute. That I would now have to deal with the issue directly with the merchant. I called and told them how insane that was seeing as they were given the option to dispute my dispute but I did not get to argue their dispute. I was simple dropped by my credit card company in the dispute. But they were still going to charge me and still want their money. The reason being they are siding with the merchant is because I agreed to a no cancellation fee. They are also trying to say that I knew of the parking fees when I made the reservations. Which I did not. The evidence they provided were reservations made from their website. Which is not the website I used to make the reservation. The third party website did not list anything about parking fees. Their corporate website does. If I had known about the parking fees I would have never made the reservations. So, my complaint is that my credit card company has just decided to side with the merchant and not even hear me out. After they gave me the opportunity to respond. They quickly took it back before they even received my response. I've already tried to handle the situation with the merchant and got rejected and now my credit card company told me I need to deal with the merchant to handle the issue. Obviously, I went to my credit card company because the merchant did not want to assist me. Plus, the merchant partially lied on their dispute stating they offered to waive the parking fee. Which they never did. If they had offered to wave the parking fee. I would have stayed the night at the hotel.

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