Consumer complaint received 2017-11-21
Company: CITIBANK, N.A.
State: NY
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:
On a previous complaint, XXXX stated : ***** Because the documentation you provided was not directly from the merchants online advertisement or catalog, we contacted the merchant regarding the advertisement you provided and they were unable to verify that they advertised the lower price. 
***** To fix this, I submitted another claim now directly from the merchant website. 

Claim number is XXXX this time DIRECTLY from the merchant 's online website catalog, not from the app anymore ( even though the app is official merchant 's online catalog as well ). 

This claim was also denied. The reason is also vague as the previous ones, citing price ca n't be verified. 

The submitted price was a nationwide in-store only sale at XXXX. A simple XXXX search will confirm that. Even myself was able to purchase one for that price before. 
Citi denied this price protection, just like all the other 3 claims I submitted with different prices and different stores. I submitted this claim to confirm my suspicion that Citi is denying all claims related to XXXX, even without proper research. 

XXXX needs to explain why it is denying all and any price protections from XXXX, regardless if it 's the official website or their app. XXXX is not in the list of exclusions, however Citi is excluding it if the price difference is above a certain threshold, even though XXXX advertised the price and is valid. 

XXXX HAS NOT released any notice that they are having pricing issues in their website and app, and the store HAS NOT removed the ad, which is STILL available in the website at the time of this writting. XXXX chat confirmed they are not having any pricing issues ( see below ). 

Therefore, the denials from Citi are the only thing invalid.
It amazes me that Citi can deny as they please, and they do n't suffer any consequence from the government. The benefit is not being honored as written in the Terms. 
I 'm looking for someone in the media to write a report about that. 

XXXX XXXX : Thanks for chatting with XXXX! Im XXXX XXXX and Ill be assisting you today. 
XXXX XXXX : Hi, are you aware of any pricing issues in your website and app for the past few days, showing prices that are not correct? 
XXXX XXXX : Hi XXXX, Thank you for contacting XXXX. XXXX I 'll be happy to help you with your request, in this case may i have more information about this issue? 
XXXX XXXX : I searched the inventory for a store, in fact the price is still available. I just need to know if the {$99.00} price is invalid, or if the price was set by the store. The link is : XXXX XXXX XXXX XXXX XXXX XXXX : i need a minute to verify this information ok XXXX? 
XXXX XXXX : Thank you. I do n't need to know if it 's in stock or not. I just need to confirm if you are having pricing issues and if this price is not an error, but maybe just a clearance price. 
XXXX XXXX : great thanks XXXX XXXX XXXX : thank you for your holding on me i already verify the information that you give me before and i work in this concern with our support team, and they let me know that this could be an offer placed by the stores currently to the XXXX Friday promotions, XXXX XXXX : in this case XXXX can not apply for the promotions in stores, because we have another type of offers, i apologize for the inconvenient, but i 'm happy because you let me give you this information XXXX XXXX : after this information may i help you with something else XXXX? 
XXXX XXXX : I understand, I just wanted to know if you have anything there saying that this price was an error and is not valid. You do n't have that as I understood from your message, correct? 
XXXX XXXX : sorry for the inconvenient, i got it right now, i apologize for the issue, but in this case yes all the prices are the correct ones XXXX XXXX : you do n't have to worry about some wrong price XXXX XXXX : Ok, thank you, today is XXXX XXXX 2017, correct? 
XXXX XXXX : i check that too with our team support, yes that is right okay XX/XX/XXXX XXXX XXXX : Thank you XXXX XXXX : Do you have a reference number for this chat XXXX XXXX : may i help you with something else? 
XXXX XXXX : Do you have a reference number for this chat? 
XXXX XXXX : yes, i need a moment to get this number ok XXXX. 
XXXX XXXX : Yes, thank you XXXX XXXX : i will give it in a minute, great thanks XXXX XXXX : this is the reference number for this chat XXXX if you have any question you can contacting us back with this number, may i help you with something else XXXX? 
XXXX XXXX : No, thank you XXXX XXXX : You are welcome, I just understand your concern as a customer and wanted to provide you the best resolution to your case. 
XXXX XXXX : Just as a heads up, it will be a survey through your email, the first question is to grade your experience using XXXX and the second one to qualify my performance, it will mean a lot to me if you may complete the part of my service. 
XXXX XXXX : Id like to thank you for your business with XXXX, without it I wouldnt be here, so thank you. Thank you very much for contacting XXXX and have a wonderful thanksgivin XXXX!. 
XXXX XXXX : You too, thanks

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