Consumer complaint received 2019-03-01
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: Problem with customer service

Complaint:
On XX/XX/XXXX I submitted a price rewind request for an item that I purchased. The price rewind program allows you to find a lower advertised price with either the original merchant or another one. I submitted by receipt and the advertised lower price. The entire process should take no more than 14 business days. 

On XX/XX/XXXX I received an email with a survey to rate my experience. Confused, I called the hotline only to be told my claim had been denied which I had not been notified of. When I asked why, I was told the items were not the same. After speaking to the rep, at her request- I provided additional pictures of the bag. I was told an adjuster would call me within 2 business days. I asked that this person to call during evening hours. However, he did not and I missed his call. I called back on XX/XX/XXXX only to be told the whole claim needed to be restarted for an adjuster to see if. After this was done I waited almost 2 weeks before speaking to him. He informed me that it was denied because the items were different. I assured him they were not and he told me he would look into it. If I didn't head back from him it meant good news. If he did call back it was because he needed additional information. He told me a final decision would be reached in 48 hours. 

I waited 2 additional weeks for him to call back or for my claim to be updated. In the interim I called 5 different times and was told to give the adjuster time that the claim status was " additional documents needed to be verified. '' Finally upset I called on XX/XX/XXXX and spoke to someone who appeared sympathetic to issue. After speaking to her manager only part of the claim was approved. When I asked why she gave me no reason. Instead she told me a manager would call me within 5 days. No one ever called. On XX/XX/XXXX I called again for an update and spoke to a rep who said I would have to resubmit the claim and that she would attach her notes so it would be approved. She confirmed with me and with a manager the items in question were indeed the same. On XX/XX/XXXX I received a call from a different adjuster telling me the claim was not approved - this time due to not being able to verify the advertised price. In her words " we know it is a red flag because it cheapens the brand. '' With no explanation of how the price was not verified. Mind you, this is nearly 3 months after I submitted my claim. The item is still available sold & shipped by XXXX. Additionally, there are several XXXX price trackers and I have been able to account for every adjustment in price that has occurred since I submitted my claim. 

I am highly upset with XXXX over the handling of this issue. For three months I have wasted time and energy on a matter that should have been resolved rather quickly. So much so, that I will no longer be using the card in question for purchases. I would rather spend my money with a company that values its customers, not one who spend three months making excuses. 

Graph detailing the price of the item on XXXX can be found here : XXXX XXXX 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 monetary relief