Consumer complaint received 2024-10-04 00:00:00
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.
State: GA

Complaint narrative:
I have booked a stay in XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

XXXX reservation ID is XXXX i have raised dispute with costco citi bank credit card as the host is not allowed baby to stay which they have not mentioned in their site when we booked the stay. 

Coscto citi card have given conditional credit to my account and they mentioned they will investigate more on this dispute. However Host contacted me and informed they will allow baby to stay in the house so i cancelled the dispute. 


As the date is approaching, i was contacted by host to send all the family member details and ages. 

I have sent them which includes my parents and other family members who are senior citizens and asked host to make the house clean to avoid any health complications. 

Host mentioned clearly that their house is not clean and hygiene so they have offered me to cancel the stay so that they will refund full amount and i have sent a message with in the mentioned time that i am going to book other hotel and informed same to XXXX customer care support. 

on XX/XX/XXXX, i got confirmation from Host that the booking got cancelled and i will get refund with on 15 days, and also XXXX customer associate also mentioned that there is no action from my end and i will receive the money with in a week. 

so i am under assumption my refund will deposit to my account and i checked my bank account in XXXX and there is no refund credited. 

I have contacted the host, they are saying we don't give any refund because i have not met cancellation policy .Hence i contacted XXXX as they promised i will get refund with in a week so they mentioned that everything was noted about your refund .customer care associate escalated the issue to higher level as there is some technical problem to deposit the amount to my account so they asked me wait few days to resolve the issue. 

I have waited two weeks and then contacted them because i see the case status that i have to contact host for further action.

Customer care associate mentioned there is a confusion with the previous associate. he may not understand the issue clearly so he investigate some time about the issue and he has escalated to billing department as there is an issue to deposit the amount form billing team. 

when i contacted XXXX, one of the customer care associate mentioned i see you supposed to get the full refund as per the notes but i will transfer to his supervisor to expedite the refund.

I talked to one of the supervisor and she mentioned they can not do any help as my bank involved in the process and they can not help much.. 

so i contacted citi bank again and explained the issue and asked to dispute about this but they mentioned they can not do second dispute for the same transaction. 

i don't know whole process about this but i have right to get my money back as per XXXX and host promised and confirmation which they are denying now. 

i have all the proofs from the host and XXXX customer care about the cancellation and the full refund, attached for the complaint. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The total money is XXXXXXXX XXXX debited on XX/XX/year> condition credit on XX/XX/year> from citi bank I have cancelled the stay on XX/XX/XXXX Host and XXXX promised i will get refund with in 2 weeks now they are denying and credit card company is unable to help me

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 non-monetary relief