Consumer complaint received 2017-11-07
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: Other problem

Complaint:
Citi advertises a benefit of Price Rewind, claiming that if I find a lower price, I 'll receive a refund for the difference.
That statement is false, I had two claims denied for a reason that is not covered under the Terms. 
I 've tried to use this benefit twice, with no success, for a XXXX XXXX XXXX action camera. Keep in mind this camera is two generations old, since today they are already selling the XXXX XXXX. Therefore, this camera is no longer available at most websites and is on clearance at specific stores. A few XXXX stores still advertise this camera at their stores. 
Both claims were based on the price advertised at XXXX XXXX official app, which is an online store catalog. 
The Citi Price Rewind website does not search automatically individual XXXX store 's catalog, so I had to manually submit the advertisement for these particular stores. 

Claim number : XXXX, opened on XXXX XXXX. 
Price of {$25.00} advertised at XXXX store ( physical store, not XXXX website ). 
Denied saying that the item has been discontinued at XXXX, and has not been available for over 6 months at that store. 
The mistake is that the item does n't have to be current or even in stock to be eligible. An scanned item with the barcode ENSURES that it is exactly the same item, and IT IS AN ADVERTISEMENT since the XXXX app is just an online version of the store 's catalog. 
I had to call 3 times, in 3 different days, requesting someone to follow-up. I only received a call back when I said I 'd seek legal assistance, and in that call the lady was extremely rude and did n't even let me finish speaking. 

Claim number : XXXX, opened on XXXX XXXX. 
Price of {$27.00} advertised at XXXX store ( different physical store than the previous claim ). 
Denied saying that adjuster was not able to confirm the price with XXXX. 
The mistake is that there is no need to even call XXXX, and there is no such need written on the Terms. The app is the OFFICIAL RETAILER APP, and is the online version of the store catalog where you can see what is advertised at that specific store. The scanned item assures that the exact item I purchased is the item advertised at that store, and they match exactly. 

There is clearly an intention, with no grounds, to deny bigger differences in prices, or to deny claims against XXXX stores, or even something more personal that I 'm unaware. 
The reasons for denial are not valid. Citi makes a strong statement for a program that is not delivering what it promises. 

I provided a real, unaltered, online catalog ad of the store, matching exactly the same product by scanning the barcode to avoid any discussion about items being different. 
Both prices ARE STILL AVAILABLE and are EASILY REPRODUCIBLE at the time of this letter, several days after claim was initiated. Having the XXXX app installed, setting it to the correct store and with the product in hands, in less than 10 seconds you are able to verify the advertised prices above. 
It 's absolutely absurd to say these prices are not valid. 

I 'll seek legal assistance, and file claims against Citi with consumer protection and governmental agencies. It might not produce individual results, but I sincerely hope it adds up and an action is taken collectively. Citi deserves a fine for denying valid claims like these. 

I sincerely do n't understand how is it possible to advertise such program, and deny such simple claims like the ones I described above, where it is so easy to see the lower price. I take that this program is there only for marketing, and smaller differences are paid just to mask these bigger denials. The website tried to make me accept a payment of only {$30.00}, instead of the {$370.00} that I 'm eligible. Maybe this program is evaluated by number of approved claims, but not how many valid, bigger claims, are denied without a valid reason. 

How am I supposed to trust this Citi card for any holiday purchase since such valid claims are denied.

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