Consumer complaint received 2022-03-30
Company: CITIBANK, N.A.
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:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX FL XXXX XX/XX/XXXX Citibank XXXX Dear CFPB, Im writing to report blatant discrimination against my account and dispute case with Citi Bank. My dispute case number is XXXX XXXX  card ending in XXXX On XX/XX/XXXX I called Citi Disputes Dept. , and spoke to a supervisor who proceeds to tell me that Citi Bank practices discrimination. The reason I said that is because the Citi supervisor told me that Citi can decide which dispute claims are paid, even if the card holder mails in/ faxes in the necessary evidence to defend their dispute case. Which I have been doing since XX/XX/XXXX. I have nailed in and answered every question Citi have asked for, but yet to no avail. 
I opened a dispute claim with XXXX XXXX XXXX XXXX through my credit card entity Citibank, due to the fact the room was Not as Described. What the merchant advertised on their website and what I received is a total contradiction to what I actually received. Which was a subpar room, that had broken cabinets for the refrigerator, broken tiles in the rooms, peeling wall paper, water damaged stains with signs if mold, the second room smelt moldy, and there were some areas that appears to not been cleaned in months. I took pictures and showed the hotel the atrocity I experienced. I had also took the liberty to open my claim because I was extremely unsatisfied with room I booked for my Birthday weekend with XXXX. If it were any other weekend, I my not be as peeved, however it was my XXXX weekend. 
At my stay at XXXX in XX/XX/XXXX, I had to request a room change 3 times before I was provided an acceptable updated room that was not nasty looking and trashy. The first day I arrived I requested a room change because it was not vacuumed or cleaned properly. While in the room I started to smelled like moldy wet carpet. I called the front desk and explained I needed a room change, because I could not breath well in that room. I was offered another room change to subpar room with broken tiles. I then proceeded to speak to a property manager who stated they would refund my resort fees for the inconvenience. Upon check that was an issue to get my resort fees. The hotel continued to say that it was refunded and in actually it was not. Im under the understanding that the resort fees were about {$150.00}. I paid {$550.00} for the reservation. I did not enjoy any resort amenities and the wifi did not work and the phone in the room. This entire trip was a disaster but because I stayed there a only dispute partially. 
Due to my inconvenience I faced with my stay I find it was fair to dispute and request {$250.00} out of the {$550.00} I paid to stay at what seemed like a roach motel. I paid for 3 nights and only one of those nights I received an adequate room and felt at peace after all the issues. What baffles me is the fact that the hotel knows that their hotel has an over abundance of defects. The reason was because the property manager I spoke to td me that the hotel is being remodeled and that was when he said let me give you a room on the 10 FLOOR, WHICH HAS BEEN ROMODELED. 
I plan to write the XXXX XXXX XXXX XXXX, and my states Attorney Generals office to inform these entities of Citi practice of discrimination. Again, to reiterate that on XX/XX/XXXX at approximately XXXX the Citibank dispute supervisor told me on that even though I have nailed pictures, emailed an over abundance of email during the dispute process, and have explained that my dispute is not as described. Citi is unwilling to refund me on this dispute because I was awarded funds for an entire dispute that has nothing to do with this current dispute. The other dispute pertained to a hair wig. 
CFPB, please assist with an investigation into my claims because they are valid. 
Thanks, 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