Consumer complaint received 2020-02-25
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:
In reference to complain XXXX-XXXX  On XX/XX/XXXX, I rented a 16 ' XXXX  truck to move from XXXX  to XXXX. The XXXX damage inspection sheet at that time indicated damage to the front top of the vehicle which probably led to water coming in the cab. During my trip gallons of rain water leaked into the cab within minutes, soaking myself and my personal belongings including my laptop. I had to pull over and stay in XXXX  XXXX XXXX XXXX  XXXX in Virginia as it was not safe to continue driving in that condition. I returned the truck on XX/XX/XXXX at a XXXX in XXXX   XXXX  and they were closed because it was Sunday. I left the keys in the drop box. I made a phone call to XXXX  on XX/XX/XXXX to explain the situation and they stated the truck I had rented had not been checked in yet, however I would have to go online and fill out a report customer service form. I filled out the report customer service from on XX/XX/XXXX. It states on XXXX 's website they will respond in two business days. They responded on XX/XX/XXXX for me to call the claims department. I contacted the claims department on XX/XX/XXXX, the same date I received the email and explained to them what happened. I have not received any further correspondence from XXXX regarding this matter. On XX/XX/XXXX, I opened a dispute with CITI claiming goods/services not as expected, and received a conditional credit. On XX/XX/XXXX, the conditional credit was reversed due to a ruling in the merchants favor based on the fact XXXX claimed I had never contacted them. In order to reopen the case CITI requested the details and date of each contact made by the merchant as well as their attempt to resolve the matter. On XX/XX/XXXX, I sent them documentation, phone records, and copies of emails in my defense to prove that I made a good faith attempt to resolve the issue with the merchant. CITI also wanted proof of what was expected vs what was received. Examples they asked for would be a sales slip, certificate of quality, newspaper advertisement, or an itemized bill. On XXXX XXXX, I sent CITI a newspaper article where they stated " XXXX trucks are one of the cleanest and best maintained rental truck fleets on the road. '' It also stated " Every vehicle undergoes a ten point quality inspection to ensure proper fluid levels, tire pressure, and other necessary elements for a reliable safe travel '' As previously noted the XXXX damage inspection indicated damage to the front top of the vehicle causing gallons of water to leak into the cab within minutes. This truck was rented out with XXXX 's knowledge it was not in safe and reliable condition. It is safe to assume that when one rents a truck it shouldn't leak so profusely that you would need to pull over and get a hotel. I have clearly complied with CITI 's request for proof. CITI then completely closed the case in favor of the merchant stating I was unable to prove what was expected vs what was received, when in fact I sent them an abundance of proof. It should have been clearly decided in my favor as I was given a XXXX truck that was unsafe to drive. 
CITI reposted the balance of XXXX without any explanation on XX/XX/XXXX, prior to hearing back from the merchant. The merchant has responded on XX/XX/XXXX and the case has been pending since. I have asked for this charge to be removed from my account as the dispute is still pending, and they have removed the balance.

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