Consumer complaint received 2024-07-12 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: FIFTH THIRD FINANCIAL CORPORATION
State: OH

Complaint narrative:
On XX/XX/year>, we reserved a room at XXXX XXXX. When we looked online the rooms were very clean and pretty. We paid the deposit in XXXX and we didn't think much about the date of our stay. We were attending a wedding and it never occurred to us, being from Ohio that it was XXXX in the area of the INN. When we scheduled the room it was at normal prices which range from $ XXXX. When we arrived to our room in XXXX, we were shocked and stunned at the conditions of the room. It looked nothing like the website at ALL. It was false advertisement. The bathroom was filthy, we only had XXXX working light on the ceiling fan. The bedsheets looked slept on already and were dirty. The light fixtures were broken and most importantly the air conditioner was out. The front desk had NO IDEA how to fix the problems, but were friendly and nice. We only had XXXX working outlet to charge our phones. I did take some pictures of the things that were wrong. The staff assured us that we would be moved to another room the next day. Unfortunately, we had no time to argue with them because we had a rehearsal dinner to go to immediately on the day we arrived. So, as hot as it was that day, in the XXXX we had to sleep there with a poor working ceiling fan and NO windows. Needless to say, it was miserable. We also were unfamiliar with the area as a whole. The next day we were moved to yet another room. The A/C barely worked in this room and most importantly it had NO security lock on the door. When we came into this room there were muddy shoe prints off on the floor. We complained again, and to top it off, it was freezing cold on this night and they could only give us a heater that barely worked. They claimed that the AC turned into a heater and it did not. The sheets were dirty, there were no blankets, and we were afraid of someone breaking in our room without a safety lock. When my husband approached the office and complained they assured him a refund for the XXXX days because in their own words, " it was our fault. ", which DID reflect on my credit card statement at that time. However, the next day they recharged us by splitting the total amounts up and recharging my credit card again for split amounts. On top of this they had already charged us for the stay in XXXX. When we questioned them in the office about this. The Inn told us it was a mistake and they would fix it when an office manager was there. They did not. We ended up leaving early on the third day. There was no one in the office when we left. My husband even told them we were checking out as soon as we could. The Inn told us to put our keys in the room. We ended up sleeping at the airport until we could find a flight home. All of this on top of a wedding we had to attend for a family member in a city we had no idea about. We looked into going to somewhere else, but unfortunately because it was XXXX and a special event, we could not find any place to stay close to the wedding venue. We couldn't even find a car to rent to drive further out to stay at a different hotel. It was a mess. Fifth third didn't protect us once, even when I was being charged multiple amounts within a day or XXXX time period. When we returned home we called fifth third to complain about the charges when we could, we showed them the evidence on my credit card statement. 

I spoke to at least XXXX people in regards to this matter. I told them I had been charged and recharged for amounts that I paid for in XXXX! I even ended up calling a second time because apparently the first dispute never went to the correct people. Fifth third credit card company stated, I did not provide them with evidence and claimed I never sent any emails to their dispute department. Fifth third also would not help us dispute the charges or give us any conditional credits because they told me they were a bank and NOT a credit card company. I even attached pictures of what I had. I didn't think to take more because we were promised a refund and we were extremely busy. XXXX XXXX kept lying stating we would be refunded immediately. In reading there reviews that are somewhat hidden on XXXX. We are not the only ones that have had problems with this hotel. Sadly, there was no reason not to believe them since they refunded us once already, but then took it back in different increments which wasn't noticed until later. I also sent a letter to fifth third bank, which they claim they never received with pictures and an explanation. Fifth third and XXXX XXXX has denied my dispute twice now and I am stuck paying for charges that I was told I would be refunded for on top of checking out early due to our safety. Sadly, we had no other choice since there was a shooting in the neighborhood and we couldn't sleeping knowing we had no locks on the door that could hold someone out. Please help me on this matter. Fifth third has not protected my credit card as their customer and refuses to refund me for fraudulent charges. Not on this incident, but another incident where charges were made to a XXXX XXXX. They have sent us through the wringer when it comes to disputing charges and keeping my credit safe. It has taken me since XXXX to even get anything done on this matter.

Company response to consumer: Closed with explanation