Consumer complaint received 2024-10-15 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: TX

Complaint narrative:
On XX/XX/scrub>XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX through XXXX XXXX 
The property was listed as a XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX that was supposed to contain two double or two twin beds. 

I arrived at XXXX XXXX XXXXXXXX XXXX XXXXXXXX on XX/XX/year> and attempted to XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX I immediately noticed that the hotel did not appear as pictured. The entire property was in a dilapidated, run down condition. The room that I was given was not the room I had XXXX. The room I was given contained 1 king size bed instead of the two double or twin beds that I had booked. The staff at the hotel told me that was the only room on the property available. 

I inspected the room and discovered the following issues : the room contained large quantities oXXXX XXXX XXXXd in XXXX XXXX and bathroom, the shower was filled with a previous guest 's hair and would not drain, and the entire room was generally dirty and unclean. I went around the property to document other issues and found that the water in the pool was the color and consistency of milk. The pool was completely contaminated and unusable. The water was so murky that the bottom of the pool could not be seen from the shallow end. There was also an open sewage pipe on the property that was causing a terrible smell that was unavoidable. The property had completely falsified their listing and misrepresented themselves. I ended up booking a room at a completely different property and departed XXXX XXXX XXXX XXXX XXXX as soon as I could. In the time that it took me to XXXX XXXX XXXX my mother was bitten several times by bed bugs by simply sitting on the furniture and bed in the room we were given. 

I reached out to try to settle these issues in two ways. First, I reached out to XXXX XXXX XXXX XXXXXX/XX/year> using their support messaging system. I followed their instructions and marked the message as urgent, which they said would be responded to within 24 hours. I did not receive a response from them until XX/XX/XXXX. Their response said they were unable to contact XXXXXXXX XXXX XXXX XXXXXXXX XXXX and were unable to assist in the matter. Second, I reached out to the staff at XXXX XXXX XXXX XXXX XXXXXXXX in person on XX/XX/year> to resolve the issues. They admitted that the room contained XXXX XXXX  and was generally unclean. They offered no recourse to address these issues. 

The advertisement created by XXXXXXXX XXXX XXXX XXXXXXXX XXXX was a material misrepresentation of their property. The room that I was given was unsafe for human habitation due to the severity of XXXX XXXX in the room. XXXX XXXX XXXX XXXXXXXX XXXX has committed fraud. 

I disputed this transaction with my credit card holder, Citi Bank. The dispute ID was XXXX. I included all of the above information, and pictures of the XXXXXXXX XXXX and all other issues I mentioned. Citi Bank disregarded all of this information and closed the dispute. The service that I paid for was not provided and XXXX XXXX XXXX XXXX XXXX fraudulently misrepresented themselves and violated our service contract.

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