Consumer complaint received 2017-03-28 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
1. On or about XXXX XXXX, I searched for a XXXX hotel in XXXX, XXXX on " XXXX '' and booked the XXXX rated XXXX XXXX XXXX Hotel for XXXX XXXX. The booking was non-refundable. 
2. On XXXX XXXX, I called and wrote XXXX a letter asking for my booking to be cancelled because I learned from XXXX that the XXXX was undergoing major renovations and guests were complaining about their stay. The renovations were not disclosed on the XXXX website. 
3. XXXX refused, both on the phone on XXXX/XXXX/16 and by an email reply to my letter on XXXX/XXXX/16, and instead assured me that there would be no issues with the renovations. I therefore had no choice but to use the reservation since it was prepaid. 
4. The XXXX was nowhere near the XXXX hotel that XXXX advertised on its website. It was very noisy, there was no lobby for the use of the guests and their visitors, an essential feature of a XXXX hotel, and the restaurant was also very noisy and probably contaminated from the construction. 
5. When I returned home, I disputed half of the $ XXXX charge to my Citibank credit card on the basis that I did not get the XXXX hotel that I had booked as XXXX had advertised the XXXX to be and committed to deliver to me. 
6. Citibank refused my dispute and gave me XXXX different reasons on different occasions : That the booking was non-refundable : While this is true, I argued that this does not excuse XXXX from delivering goods or services that were agreed upon. Not delivering what was agreed upon is a valid billing error. 
That I had received the goods/services : I asked Citibank how would I have known what kind of goods/services I would get if I did not go ahead with my stay at the XXXX, especially since they assured me that the renovations would pose no problems? 
That I did not provide Citibank with a credit slip from the merchant : I told Citibank this is not a " missing credit '' dispute, so how could I produce a credit slip? 
7. Citibank never answered any of my arguments above. Neither did Citibank ever dispute my contention that the XXXX was not the XXXX hotel that I booked and contracted for during my stay there. 
8. XXXX claimed that the renovations were disclosed. But even if that were true, XXXX admitted it was at the very bottom of its webpage, so this was not in accordance with " Truth-in-Advertising '' rules on disclosure of material information. I provided Citibank with the rules but I never got any comment on them. 
9. It is clear from Citibank 's irrelevant, evasive and round-about replies to the issues I raised that it never investigated my dispute as required by the Fair Credit Billing Act. This is one reason for this complaint I am filing. 
10. The other reason I am filing this complaint is Citibank never provided me the results of its investigation, in writing or by any other means, as required by the Fair Credit Billing Act.

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