Consumer complaint received 2023-11-11
Company: CITIBANK, N.A.
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Overcharged for something you did purchase with the card

Complaint:
I rented a car through XXXX. I pre-paid the amount that I was told the rental car would cost minus the taxes that I would pay at the time that I picked up the rental car. We waited over an hour for the rental car company shuttle to pick us up at the airport, when they did finally arrive, we were transported in an overcrowded, dilapidated van to a very remote location off of the airport Property. When we arrived at a very sketchy looking car lot location where the employees were less than congenial or communicative we were given a car that was dented, dirty, and had maintenance needed lights on the vehicle before we left the rental car area. We made sure the car was safe and the lights that were on the dash were reset. At this point, it would have been an opportune time to cancel the reservation seeing the unsafe and sketchy area that we were driven to, but we had no transportation as that is why we were renting a car. Also, we were on a business trip and had appointments to be made in a timely manner so we went ahead and commenced with the rental of the car from priceless rental car company. When we returned the car and I viewed the charges, I had been charged {$30.00} a day for insurance. I have full coverage insurance that covers Rental cars, But I was told at that time that they required a very inflated amount of coverage that my insurance didnt cover although it is adequate coverage for TEXAS and full coverage insurance, and it is also adequate for the state of Florida just not for them. I was not given any information about this alleged insurance company even thou I asked for it. They charged extra fees for insurance at this priceless rental car for an amount of {$180.00} extra dollars on my bill. The location and the employees of this rental car company were very sketchy and again no prejudice included, could not speak English well enough to communicate, or refused to address my questions about the extra charges so as soon as I got back home, I contacted my credit card company about the extra charges of this rental car company. I properly executed a dispute with my credit card company XXXX XXXX XXXX, and I promptly reported this unsatisfactory situation to XXXX and to the rental car company. I sent documentation and wrote to my credit card company yet they still did not support me in the extra charges of this rental car company. I spoke with XXXX whom were also no help in this matter. I am a very good customer. XXXX XXXX  score is XXXX. I promptly pay my full balance on all my credit cards. I carry no balance and Im very upset that I am not supported by my credit card company when Im overcharged for purchases and in my opinion, I was scammed out of money from priceless rental car. Since I was unable to have any reimbursement or satisfaction from priceless rental car, XXXX, or from my XXXX XXXX credit card company, I am reaching out to ask for assistance in this matter. I do not want other people to be treated as I was by this company or buy this credit card company, I would like to make a complaint about their process of protecting their customers, and respecting their complaints and disputes when they feel they have been cheated, scammed, and overcharged.

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