Consumer complaint received 2021-12-23
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
Warranty Complaint : Valid Citi Visa Card Warranty Claim Denied Item XXXX XXXX purchased from XXXX XX/XX/XXXX From denial letter : XXXX  XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX order number : XXXX Citi claim number : XXXX XXXX case number : XXXX Warranty : 2 years XXXX & 2 years Citi Item Failure & Claim Attempts Major problems with laptop started in XX/XX/XXXX. The laptop froze up and needed to be rebooted more and more often. 
Tried to run XXXX backup program froze up XXXX XXXX XXXX XXXX XXXX Ran hardware checkers indicated that nothing was wrong Opened task manager and closed various programs did not help Tried XXXX  restore failed Noticed that disk usage was pegged at 100 % Reset XXXX XXXX which took over 20 hours problem not solved with new ones added Called XXXX XXXX XXXX and spend an hour or more, tried a number of options which were not successful XXXX suggested placing XXXX  XXXX on a flash drive and reinstalling XXXX  XXXX The XXXX XXXX reinstall would not work and now could not access laptop at all Called Citi warranty number provided by XXXX and they recorded the phone conversation of my claim Citi required that I email the receipt and a detailed description of the problem similar to the above which I did Roughly 1 weeks later, while checking on the warranty from a link they provided, found out the claim was denied XXXX Citi, was told the adjuster was not available and would call me 24-48 hrs No call from Citi, so called them again but still no adjuster available found out claim was denied because problem occurred 6 months ago and was under XXXX warranty Received Citis warranty letter confirming what Citi told me during the phone conversation Called XXXX and they were able to connect me with Citi adjuster who reaffirmed that claim would be denied basically the phone recording took precedence over my detailed email I was refused when asked to hear my phone recording I asked for a supervisor and told that none was available but would get a phone call in 24-48 hours Called XXXX concierge who were sympathetic but could not do more Citi supervisor called and adamantly stated the same line as the adjuster again would not let me listen to the original recorded phone conversation Concerns I think that in the XXXX of a warranty, a single mistaken word should not determine the outcome of a claim. And the claims department should not deny a claim that obviously occurred during their warranty on a minor technicality. This is either a failure of the law as written or a failure of the morality of a large corporation to fairly evaluate and honor warranty claims. 

During my phone discussions with XXXX concierge, the agents were always courteous and helpful. During my phone discussions with Citi, I found the agents very formal but courteous but had no sense of control over what they had to do. I felt that the tone from the agents was intimidating, irrevocably final, and at times condescending. My gut was saying that they were not happy about what they were being asked to do either. 

During these discussions I did become angry and told them in no uncertain terms that I intended to tell everybody that this was not a just action and that Citis reputation should be downgraded. 

Sincerely, XXXX XXXX

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