Consumer complaint received 2020-04-11
Company: CITIBANK, N.A.
State: MA
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/XXXX, I submitted 2 disputes, relative to a reservation and stay at XXXX XXXX XXXX, XXXX XXXX, XXXX, to my credit card company, Citibank. The original reservation was lost by the vendor and we were given horribly substandard accommodations which were significantly worse than what had been advertised. This was despite being assured multiple times by the hotel that the accommodations would be comparable, once they determined that they had mistakenly reserved us for one year later. We were not allowed to view the accommodations, until the time of check-in, which was at closing time for management. We immediately presented proof to the hotel reception staff that the accommodations we were given were far inferior to what had been advertised at the time of reservation. We were not given an opportunity to discuss this with management, despite multiple efforts and multiple assurances from the reception staff, that we would be given an opportunity and a monetary adjustment would be made. At checkout, the hotel would not give us an invoice to see the charges, and again denied us the opportunity to speak with management. They made multiple assurances throughout out stay that management would contact us immediately to discuss this. 

At the time of submission of a request for chargeback to Citibank, according to their instructions, and in good faith, I provided a detailed letter of what had occurred and my failed attempts to speak with the management. I provided a prodigious amount of photo documentation and descriptions, including square footage, showing what had been advertised and reserved through XXXX, and what was actually provided. 
The dispute was divided into 2 separate charges, since I initially paid XXXX XXXX a portion of the total at the time of reservation in XX/XX/XXXX. The second charge was made to my Citibank Credit Card, without any further authorization, at the time of checkout, XX/XX/XXXX. The hotel refused to give me an invoice or allow me to speak with management at the time of checkout. As I was instructed, I submitted both disputes via email to dispute department at Citibank, XXXX  

On XX/XX/XXXX, Citibank sent an electronic message and posted a reply for the second charge. It was dated 3 days after the message itself was dated. Two messages were posted for the same chargeback. The second dispute was missing. I contacted the dispute department and was told that I should immediately sign and send back the response form, in order to have the dispute continued further. I pointed out that only one dispute number was posted, and they assured me that they were not aware of this and would post the second dispute within 48 hours. I received the second response over a week later. In responses, the vendor simply provided a signed key receipt as proof that I had agreed to pay for the rooms provided. I had not agreed to anything except that I would be given a comparable suite and on that basis, I signed for the key. I was given the key receipt prior to being able to see the substandard room. No monetary amount was noted or agreed to on the Hotel 's documentation. No signed invoice was provided, because I was never given one. In the hotels response, they alleged that I had discussed this with them when I had not. 

When I called Citibank, I was told that I should send any additional information that would prove that the accommodations provided were not the ones for which I had agreed to pay. I explained that I had already submitted these, but would be happy to resubmit them. They responded that I did not need to resubmit the information I had already submitted. I was told that the charges would continue to be reversed until further information and the signed responses were received and a resolution was done. On XX/XX/XXXX, on Citibanks secured server, I submitted signed response letters for each of the disputes with detailed letters rebutting the vendors allegations. In the letter, I referred to the previously submitted documentation and offered to re-send it if necessary. It appeared that none of my copious documentation had been reviewed by Citibank Disputes Department and that Citibank was willing to believe the extremely scant documentation provided by the hotel. 

On XXXX, when preparing to pay my bill, I noted that the charges still appeared on my statement. I had received only emails stating that they had received my additional information and would be contacting me soon. I made multiple calls to Citibank over several hours and was disconnected after a recorded statement that was made that all agents were busy. I checked the website messages and no further messages appeared regarding the status of either of these disputes. I finally got through, explained the situation to the agent, and she said that someone from disputes would contact me within 48 hours on my cellphone to update me further. 

On XX/XX/XXXX, I received an email alert that a letter was available in messages on the website. I found two letters, once again referring to the same dispute, but not referring to the other dispute. It stated that since I had not provided any information proving that the services rendered were not the ones delivered, that the dispute was considered resolved and the chargeback was reversed. I have spent hours trying to re-contact Citibank to get some explanation of this decision and to find out if they had indeed reviewed all of the documentation I submitted. I have been repeatedly disconnected. 

If the credit card company resolves a dispute, I should be able to understand the basis on which they did so. I should able to confirm that they received and have thoroughly reviewed the documentation that I submitted. I understand that the CoVid19 crisis makes it difficult to contact the company, however this should not be an excuse for their making a decision, clearly without having reviewed my evidence or not clearly explaining their reasons for making the decision despite copious evidence on my part and invalid evidence on the part of the vendor. 


Please note that the attachments I have provided, are identical for both disputes, numbers : XXXX and XXXX. Therefore, rather than duplicate, I will send only one set. The first XXXX photos depict the original listing 900 square foot 1 bedroom villa, which was the basis for my making the reservation and deposit. Photos 1-12 show the room which was given to us, which was less than 1/2 the size of what we contracted for ; very dark, unventilated due to the lack of privacy and need to keep the bedroom windows closed, and very loud due to the location next to a common walkway and with the front door across from the bed, at the top of a common stairway. I was unable to send the movie files illustrating the enormous amount of noise and lack of privacy, but I have uploaded these 2 files here.

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 monetary relief