Consumer complaint received 2019-06-16
Company: CITIBANK, N.A.
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have the Citi card for Costco. Costco sold me on getting the credit card because Citi is supposed to extend the manufactures warranty 24 months if the item was purchased at Costco. I purchased an XXXX XXXX waterproof camera XX/XX/XXXX for {$410.00}. While on vacation XX/XX/XXXX I took the camera on it's 2nd snorkel trip in water 3-4ft deep. The camera took pictures just fine but as we were leaving I noticed the screen looked foggy and water had slowly leaked in. The camera had leaked, destroying the camera. This is my 4th water camera so I am very familiar with making sure the seals are clean etc. It was the 2nd time I used the camera in water so it was evident it was a manufacturers defect. I called XXXX and they said they would cover it had it been within the 1 year period, since what I described was clearly the camera having a defect since it is supposed to be waterproof. I contacted Costco and they told me I was under the Citi warranty. I filed a claim with Citi and they have been beyond difficult about paying my claim. My claim was denied the 1st time because they claimed Costco Concierge service should cover my warranty. Well Costco doesn't cover cameras under that warranty. I would think Citi would know this since they partnered with Costco for this credit card, so I felt like I was getting the run around. They reopened my claim and denied it the 2nd time stating the camera got wet so it isn't covered. I explained to them again IT IS A WATERPROOF CAMERA. They opened my claim again and denied it a 3rd time stating again the camera isn't covered because it got wet. I explained to them again like I had since the very beginning of my claim that the camera is waterproof and I have contacted XXXX and they stated it is in fact covered under their 1 year warranty. XXXX said if salt water got in the camera they would just replace it for me because a repair would cost more than the camera. I explained all of this again the the Citi rep. Keep in mind they play dumb each time and act like they didn't know it was a waterproof camera etc, much like they played dumb they didn't know Costco doesn't have an extended warranty on cameras. The Citi rep told me if I could get XXXX to put in an email they they would cover it under the 1 year warranty he thought Citi would cover it. That was about 2 weeks ago and I haven't heard back. I had Costco Concierge services call Citi on Friday XX/XX/XXXX and they again said they are denying my claim. I have a valid claim that I opened with them in mid XX/XX/XXXX. I feel like I have gotten nothing but the run around in the hopes that I will give up and they get out of paying. The entire reason I got the Citi card was because Costco spoke so highly of it and how it extends warranties. I believe they are denying me a completely valid claim so this is why I am reporting it. My Citi claim number is 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