Consumer complaint received 2024-11-28
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A. (VA)

I am filing this complaint regarding my recent experience at the XXXX XXXX XXXX and the subsequent mishandling of my chargeback dispute by Citibank. 

Summary of the Incident : I booked a stay at the XXXX XXXX XXXX from XX/XX/year>, to XX/XX/year>, for a family of XXXX adults and XXXX children. I paid {$3800.00} for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX package, which promised butler service, a guaranteed ocean view, and other luxury amenities. However, upon arrival, I found that the services were severely misrepresented. 

The ocean view was barely visible from the balcony and only if I stood in a corner, which was not as advertised. 
The butler service was supposed to be available from sunrise to sunset but was only available from XXXX am to XXXX pm, and did not assist with any reservations or requests made. 
The room lacked robes and slippers as advertised, and I had to call for them. 
The air conditioning was ineffective throughout the resort, particularly in restaurants and public areas, which made dining an unbearable experience. 
The food quality was subpar, and I received no special treatment at the resort 's spaonly general discounts, contrary to what was promised for XXXX XXXX members. 
After experiencing these issues, I immediately attempted to cancel my stay. The resort staff, particularly an employee named " XXXX, '' refused my request, stating that refunds were not possible and that the 48-hour cancellation policy only applied before check-in. 

In light of these significant discrepancies between the services promised and what was actually provided, I initiated a chargeback dispute with Citibank, hoping to recover the funds paid for a fraudulent experience. Citibank, however, declined my request, citing the reason that my dispute related to inconvenience due to the quality of services provided. This explanation is insufficient as it fails to recognize the underlying fraud caused by the resort 's misrepresentation of the advertised services and amenities. 

Despite my efforts to resolve this with the resort and the bank, I found myself trapped with no recourse, as the resort refused to cancel the booking or allow me to leave without incurring further charges. I was essentially held hostage at the resort with no option to pursue a reasonable alternative. 

Request for Resolution : I am requesting the CFPB 's assistance in addressing the following issues : Fraudulent misrepresentation by XXXX XXXX XXXX regarding the amenities and services provided. 
Citibank 's refusal to acknowledge the nature of my dispute as one of fraud, not merely inconvenience. 
Resolution of the chargeback, including the reversal of the payment made to XXXX XXXX XXXX for services that were not rendered as promised. 
This experience has caused significant financial XXXX and XXXX  discomfort for my family. I seek a full refund for the services that were misrepresented, as well as the reversal of any additional charges related to the stay. 

Please contact me if you require further details or documentation to process my complaint. Thank you for your attention to this matter. 

Sincerely,