Consumer complaint received 2025-05-12 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: CITIBANK, N.A.
State: MI

Complaint narrative:
We disputed a charge with the bank/Citi Bank and described the whole situation but what the company responded was clearly not about the case. The reason of disputing the charge : We checked in a hotel on XX/XX/XXXX and checked out on XX/XX/XXXX. We're asked to pay {$55.00} resort fee and deposit. The morning when we're checking out, the hotel charged us {$610.00} in total for falsely accused us of XXXX  in the room as the XXXX XXXX XXXX XXXX XXXX event while we've been XXXX our whole life. Plus, we didn't hear any detector went off. The only thing we did in the room was taking a shower and sleeping. We confronted with the frontdesk and they simply asked us to dispute with the credit card or contact the manager but the manager never showed up nor returned the calls. We further looked at the XXXX reviews and XXXX complaints, finding many people experienced the same issue. This hotel is an absolute scam. Besides that, the hotel knew our flights back home was on that day so we couldn't afford keeping arguing with them or take any actions on the scene. There's nothing we can do but filling a dispute with credit card company on XXXX XX/XX/XXXX after we saw the transaction has been posted, and they declined the dispute on XXXX XXXX, and we further emailed information/evidence on XXXX XXXX to re-open the case and they declined it again XXXX XXXX. The reason the credit card company gave was we didn't provide detailed explanation of what we expected versus what we actually received, and they refused to respond to any further inquires regarding this matter and suggested we contact the hotel directly. First of all, it's clearly shown in this transaction we expected to have a room to sleep during the night and what we received was a scam of hundreds of dollars and a dirty room. Secondly, the merchant/hotel has been doing this scam for many years and there's no way we can get in touch with them and they could never provide a resolution/refund. They've prepared everything to scam people. The evidence we provided with the bank XXXX XXXX  complaints and XXXX complaints from other customers who experienced the same thing, attempted interaction with the hotel and details about the situation. 

We filed a complaint with CFPB regarding the above case. However, the CITI 's response was they could not assist because the information wasn't provided by XX/XX/XXXX. We didn't receive notifications about more information was needed by CITI. We contacted the CITI customer service immediately when CITI closed the dispute case and the agent specifically said we could re-open the case by providing the required information/evidence by emailing them, which we did immediately. The CITI then once again declined the dispute case because of the above-mentioned reason : we as customers didn't provide what we expected and what we received, and they refused the further inquiry. In response to these, we filed the CFPB complaint, to which CITI replied information was not provided before XX/XX/XXXX, which is contradictory to what the agent said : dispute case can be re-opened by emailing the information. 
The response/solution by CITI is absolutely unacceptable.

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