Consumer complaint received 2021-10-11
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I filed a dispute on XX/XX/XXXX. I also called from international calling and was advised to file online. No one has contacted me regarding my " evidence '' of the events. 

I Reserved an SUV for 44 days. The SUV was a XXXX unsafe SUV whose transmission broke down and left my wife and my young kids rolling down a hill on a mountaintop and almost over a cliff. Contacted the merchant several times with no resolution and no replacement and in bad faith. I am XXXX and can't be without a car so I had to rent elsewhere as the original merchant didn't deliver services promised .The car broke down on a hill as we rolled down and almost died and when I called he told me to take a cab home with kids. 

The car that was delivered at the airport was not the car promised. I have several email threads where the merchant gave me the run around and threatened to charge me for damages that were of no fault of mine. He delivered a malfunctioning car whom the mechanic said is a result of age and mileage. 

The issue was that the transmission broke down and it was a 16 year old car that had a lot of mechanical problems. I only learned recently that it's against the law to give merchants a car that is of that age. 

He apparently has done this to many consumers as I found after I read the XXXX reviews. 

I have been a loyal customer who has never disputed anything in my life. The merchant charged XXXX dollars and then after several calls and emails by me he credited only XXXX dollars. He charged me XXXX which is an incorrect amount as the car was supposed to last me for 44 car rental days and only lasted for 9 days and broke down on the tenth day almost costing me and my familys ' life. 

Citi card has not resolved this matter and closed the case siding with the merchant after several emails, evidence, contracts and emails between myself and the merchant. I provided an immense amount of evidence and the investigator closed the case and told me to reach out to the merchant. The merchant has been uncooperative and in bad faith will not do the right thing which is why I disputed the amount. 
I was unlawfully charged by the merchant and now by CITI card XXXX 
This has caused me medical issues such as XXXX XXXX XXXX and XXXX XXXX  that has kept me up all night. 
This erroneous charge has deteriorated my health. 
The credit card company failed me and discriminated against me as I called several times and they refuse to help me. I need this matter resolved immediately. 

I emailed and called credit card dispute department on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and most recently again today XX/XX/XXXX. 

I emailed the credit card company at XXXX several times. They responded before they even read my emails. They sided with the merchant and not with a loyal and honest customer like myself. The merchant incorrectly charged for services rendered. Please look into this fraud by the merchant but more importantly from the credit card company. 

Thank You, XXXX 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