Consumer complaint received 2019-04-29
Company: CITIBANK, N.A.
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
At the end of XX/XX/XXXX, I experienced a travel delay in which I was stranded overnight in XXXX, FL from XX/XX/XXXX until XX/XX/XXXX. I contacted the number on the Citi Premier card to confirm the travel delay benefits. I charged expenses to my card and then submitted a reimbursement claim on XX/XX/XXXX. The benefits company, XXXX XXXX, requested documents sent through email. I spoke with a representative on or around XX/XX/XXXX by phone who informed me a reimbursement decision would be provided within 2 weeks. I sent all relevant documents to the email. I followed up by phone approximately 4 times between XX/XX/XXXX and XX/XX/XXXX requesting an update on the reimbursement. around XX/XX/XXXX, I called citi as the reimbursement was not made, and the monthly payment was due. I informed XXXX ( ref : XXXX ) that the reimbursement was not made, and I was paying the difference ( {$440.00} ) between the reimbursement amount ( {$1000.00} ) and the statement balance ( XXXX ). She informed me I could call back once reimbursement was made to confirm the interest on the remainder would be refunded through the reimbursement. On XX/XX/XXXX, I was refunded XXXX. Since this was far below the {$1000.00} requested, I called the benefit company on XX/XX/XXXX to enquire why the full amount requested was not refunded. At this time, I was given several different excuses. I reviewed the terms of the benefit, and then called back. Then the representative informed me he made a mistake and the cost of the hotel XXXX was not reimbursed. He reported the receipt was never received although I sent it to the email provided on XX/XX/XXXX. I then sent in the email again on XX/XX/XXXX. I was informed the decision would be made within 2 weeks. I called Citi billing department on XX/XX/XXXX or XX/XX/XXXX to request refunds on the interest charged and the late fee applied during the months in which the citi benefits did not reimburse the money within the provided time frame, 2 weeks, or in the amount requested as they claim they did not receive documentation which was sent to them. The citi billing department refunded the interest fees, but they did not refund the late fee {$25.00}. They informed me I would need to request the late fee reimbursement from the billing department. On XX/XX/XXXX, I called the benefits department to check the status. I was informed by a representative that the documents were received, but that a new claim was never open. She, XXXX, informed me that on XX/XX/XXXX the documents were received, but a claim was not opened, and I would not receive any reimbursement without opening a new claim. This is in stark contrast to what I Was told on XX/XX/XXXX. She also informed me no late fee would be reimbursed despite the fact that the money was requested on XX/XX/XXXX, not paid within 2 weeks as quoted, not paid in the full amount requested to satisfy the balance all due to Citi 's mismanagement. She has informed me that I will receive a decision within 2 weeks from XX/XX/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 non-monetary relief