Consumer complaint received 2016-12-03
Company: CITIBANK, N.A.
State: AZ
Product: Credit card
Issue: Billing disputes

Complaint:
I rented a house using my credit card through the XXXX website. There were problems as soon as I arrived, beginning with the fact that there was no connection to the internet. I worked with the owner and repair crew over three days to try to fix the internet issue as well as numerous other issues with the house such as 1. no heat -- house at constant XXXX degrees fahrenheit 2. insufficient electrical service to house to allow functioning of household appliances such as dryer or washer or jacuzi tub, electric broiler. 
3. Leaky roof ( leaked water onto living room floor ) 4. Hot water supply tube under kitchen sink leaked water onto kitchen floor creating a puddle and underside of sink covered with black mold creating a potential health hazard The evening of the third night the hot water ran out and since there was still no internet the next morning I sent the owner an email that I was leaving. The owner acknowledged that she was sorry that I was leaving and asked me where the keys were. I told her and left the property. 
The original charges were {$150.00} security deposit to be returned upon receipt of unharmed property at termination of rental and {$640.00} rental charges etc which included taxes and fees. I arrived on the XXXX in the afternoon and left on the morning of the XXXX. 
The amount of communications between myself and the owner is voluminous. The credit card company has not taken the time to read it in its entirety. Many of the statements made by the owner following my departure are not in agreement with those made beforehand. 
I discussed the problems with XXXX and asked for their advice during several telephone calls in the first few days. XXXX took no responsibility and insisted that the homeowner had discretion to refund my fees at any time. The owner had " warned '' me that my " window '' for cancellation was going to pass. This is not what XXXX claimed. I wanted to stay and resolve the problems but the house became uninhabitable with the cessation of hot water and continued problems with the internet. After my departure I called the credit card company and described the problems and stated that I wished for my money to be returned as the house was not as described and had no heat or hot water. 
I will try to organize the documentation that I do have and submit it with this summary. It is ludicrous that I should be charged for a 14 day stay including the non return of my security deposit ( {$150.00} ). 
I have some photographs to document my claims and will send the digital images along with this complaint. 

Attachments : ( How can I submit these?? ) 1. response to credit card company for major issue ( {$640.00} ) 2. under kitchen sink mold and electrical connections 3. Evidence that Homeowner knew I was leaving on the XXXX 4. Leaving the house 5. leak under sink 6. Trees cut neighbors property in attempt to strengthen signal ( homewowner aware of previous internet problems ) 7. My response to credit card company concerning return of security deposit 8.Keys left, prior emails 9. misc. issues, internet

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