Consumer complaint received 2025-01-22 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:
I am disputing unauthorized charges made by a website called " Hotelvalues. '' The site charged my credit card twice without my consent when I attempted to reserve a room at a XXXX property. Although I entered my credit card information, I did not complete or confirm the reservation. I did not authorize the charge! 

When I contacted XXXX, they confirmed there was no reservation under my name or the third-party confirmation number provided by " Hotelvalues. '' The website 's customer support number also does not work, which further indicates fraudulent activity. I could not get through to cancel reservation! The automated line said to call the hotel who did not have a reservation for me.

I did not stay at the hotel and initially believed I had not completed the reservation. But I later received two emails from " XXXX '' and noticed the charges on my credit card. I immediately contacted XXXX Credit Card customer service about the scam. 

Its worth noting that there are numerous scam complaints online about this operation. A quick search confirms the associated phone number and name shows many victims. Website is appears legitimate, and like many others have reported, I initially thought it was the official hotel website. 

XXXX refuses to remove the scam charges. I spoke to XXXX XXXX within the hour about the scam charges who assured me they would be removed but they were not. 

Please assist me in reversing these unauthorized scam charges from : from : XXXX to : date : XX/XX/2024, XXXX subject : Guest Reservations- Reservation Confirmation # XXXX mailed-by : XXXX XXXX : hotelvalues.com I went into a website to reserve a hotel. I clicked to the advertised hotel rate but when I entered credit card information to complete purchase the rate was different so I cancelled the transaction or so I thought. Next I thought to go back to make a second attempt at the rate I wanted and try again but the exact same thing happened. Next I see two emails for reservations. So I proceed to cancel the reservations because the website had stated to cancel by a certain date to cancel reservations without penalty so thought no problem I will cancel reservations as it was all within the hour I had tried to make reservations at the rate I wanted. So at cancellation, the website says if I cancel it will be charged. I immediatley call the credit card company to report the fraud and they assured me I was a vicitm of a scam. I have made several reservations in the past with no issues. I follow up today with the credit card company as this has been almost a week since I tried resolve the matter. I did not authorize these charges. I canceled the transaction during the process, but the credit card company explained that since I provided my information, it would show up on my account. They said it would be investigated as a scam or fraud rather than an unauthorized transaction. I clarified that I did not click to approve ; I hit cancel, believing the transaction had not gone through. After receiving an email about the transaction, I attempted to cancel through the email, but it warned that I would be charged if I did so. Consequently, I immediately called the credit card company. During that call on Wednesday, XX/XX/XXXX, I was assured that the issue would be resolved that same night. However, when I called back today, I was informed that it is now classified as an investigation and may take XXXX to XXXX  days. I am concerned that the charges, which amount to nearly {$700.00}, will ultimately fall back on me despite my lack of authorization. I did not agree to these charges. Additionally, the company stated that they would cancel my current card and send a new one, but I have yet to receive it.

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