Consumer complaint received 2021-09-18
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Hello, My name is XXXX XXXX and I am customer of Citibank. I have been a valued client with this banking institution since XXXX. I recently made a purchase with XXXX XXXX to stay at one of their host properties for a recent family vacation this past XXXX. I made the reservation back in XX/XX/XXXX and my Citibank debit card ending in XXXX was charged for the total amount of {$1300.00}. When I arrived at the XXXX XXXX rental, I noticed that the unit that I reserved resembled nothing close to what I booked and purchased online. The unit was also unsanitary, it had not been visibly cleaned, there were live bugs noticed throughout the unit, the sheets were dirty, there was mold in the washer, dryer and bathrooms, the unit smelled like mold and mildew, there was paint chipping off the walls and the furniture was old and outdated. 

When I addressed this with XXXX  XXXX, I was informed by the host that they do not offer refunds and would move my family and I into another unit instead. We moved to another unit and the condition of the second property was just as bad and uncomfortable as the first. I contacted XX/XX/XXXX XXXX to address this matter and they informed me to speak with the host. I explained to them that the host and I had previously spoken and that he refused to offer a refund for the level of dissatisfaction and false advertisement that he placed on XX/XX/XXXX website. XXXX XXXX refused to do anything further to resolve the situation and make things right. Not to mention, this was my first time using their service and the worst experience that I have ever had staying in a vacation rental property. 

I immediately noticed Citibank of the situation and explained in great detail the communication that I had with XX/XX/XXXX XXXX and their associated host. I have photos showing the false advertisement of the unit, series of issues that we ran into as far as bugs, mold, mildew, uncleanliness, etc., and the poor level of experience that we received in renting the XXXX XXXX property. 

When I contacted Citibank 's Fraud Department, they stated that they would fully investigate the matter and offer a provisional credit- pending that I submit the requested documents and explain the case. I followed through and sent the requested materials over immediately. Citibank offered a provisional credit of {$1300.00}. However, last week I received a letter in the mail stating that they were going to close the case and reverse the provisional credit that was offered to me back in XXXX. They also stated in the letter to contact them if I would like to file an appeal. I did reach out to Citibank requesting to file an appeal and explained that I am not pleased with their decision given that I was a victim of a false advertisement published by XXXX XXXX and that their company failed to do anything to make this right. Citibank has caused my bank account to go into the negative by over {$1300.00} and they have failed to do the right and just thing by their valued customers. I have banked with their financial institution since XXXX and faithfully have upwards of $ XXXX dollars coming into my account each month. There is no reason why they should have done this and the worst thing is, when I spoke to their representative in the fraud department about submitting an appeal, she informed me that she would notify the bank not to reverse the provisional credit that was offered to me until they received my appeal and further evaluated the case. The following day the bank had already took back their provisional credit and caused my checking account to go into the negative. When I reached out to the appeal department about this, they stated that they hadn't received the appeal yet even though it was sent immediately by email once the letter was received and their representative provided instructions on where to send it to. They also mentioned that they would get back to me within 7-10 business days with a decision. There is no reason why they should have told me to send over an appeal for the reverse provisional credit to be credited back to my account and state that they would not take further action on my account until they reviewed my appeal, just to do the complete opposite and take money from my account the very next day without even reviewing the appeal first.

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