Consumer complaint received 2017-06-14
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 am CITI Prestige card member ending XXXX. I used CITI Prestige card to book XXXX XXXX XXXX XXXX XXXX at XXXX UT, address : XXXX XXXX XXXX XXXX, XXXX, UT XXXX. I was staying at that hotel on XX/XX/XXXX to  XX/XX/XXXX, Confirmation number XXXX. I have disputed XXXX XXXX XXXX XXXX XXXX for XXXX $ room charge on my prestige card due to the hotel service is unexpected and unacceptable. The hotel room has bed bug and I and my partner got serious XXXX at the hotel. I have pics indicating the blood staining on the bed after the XXXX and the XXXX on my XXXX and XXXX as well as my partner, as well as doctor visit documents. I contacted the hotel but they refuse to admit the bed bug XXXX and refund my money. They do n't reply my email nor willing to solve the complaint, just ignore me. The customer service of the hotel is bad. The bed bug XXXX causes us serious XXXX and XXXX XXXX and XXXX and also, we need to spend lots of time cleaning our belongings and our room for preventing the bed bug from your hotel to my home. We also need to see the doctor and waste my time to work. The room is not as we expected when we book at XXXX XXXX XXXX XXXX XXXX website using Prestige card as it claimed the room will be clean without bedbug. That 's why I dispute the charge on Citi Prestige card for unacceptable and unexpected hotel service. I received a letter from CITI on XX/XX/XXXX, and ask me to provide evidence why I believe the service is not as expected. I have contacted CITI dispute department and provide evidence by email onXX/XX/XXXX. The CITI dispute department claimed this is due to the quality of service not as expected and they can not dispute the charge. However, this is not the case when I apply for the Prestige card. You have the option when I choose to online dispute as " service not as expected '' and claimed this card is best for the customer with travel in the hotel. However, based on the evidence I provided the hotel is dirty and with bedbugs, and the confirmation email from hotel stated the room and bed will be clean, which is definitely not as what it described. I checked the Prestige card instruction of dispute and in no place stated that you can not dispute charge based on the service received. Also, the letter I received from CITI asked me if I want to continue dispute and asked me to provide evidence why I believe the service is not as expected. That 's why I spend about 3 hr. to gather information and sent to CITI on XX/XX/XXXX. If  you can not dispute based on service not as expected why you asked me to send you evidence on my side? This is totally misleading and I am really unhappy with the outcome. I really hope CITI could help me in this case at your earliest convenience and refund the charge on my account. Thank you!

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