Consumer complaint received 2021-04-09
Company: CITIBANK, N.A.
State: MN
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:
NOTE : The text below is also submitted in attached filename " XXXX '' for easier reading. 


This is to file an official complaint against Citibank at XXXX. XXXX  XXXX, XXXX XXXX, SD XXXX, for deceptive business practices ( and advertising ) by removing, without previous warning, notice or notification, the Worldwide Car Rental Insurance benefit of the Citi XXXX Preferred credit card, resulting on a personal loss in the amount of {$600.00} in out of pocket expenses that should have been covered by the aforementioned cards benefits. 

Besides multiple calls and written chats, six written complaints and attempts to reach resolution were sent to Citibank, dated XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. These were either disregarded, or simply responded to with answers that miss, misinterpret or reach erroneous conclusions about the complaint itself, the issue described, as well as the request for a just resolution and/or refund. 

A summary of the timeline of the events ensues, alongside other associated and relevant facts : - The Citi Thankyou Preferred credit card was opened in XXXX. It charges a {$75.00} annual fee. 
- The relationship had primarily been satisfactory, and I had used the card for 16 years and charged a large cumulative amount during that period, paying the balance in full every month. 
- XXXX XXXX XXXX XXXX XXXX benefit of the Citi Thankyou Preferred credit card, was the principal reason why the card was used for rental vehicles. 
In fact, one previous incident claim was made in XXXX of XXXX with the XXXX XXXX XXXX XXXX benefit for damages incurred against a rental vehicle. The claims damage amount was awarded without issues, which reinforced the value of the benefit, and gave further trust on the value of the Citi XXXX XXXX credit card to continue to use it for car rentals. 
- On XX/XX/XXXX, an incident with a rental car charged to the Citi Thankyou Preferred credit card resulted in charges for damages in the amount of {$600.00}, which were supposed to be covered by the XXXX XXXX XXXX XXXX benefit. 
- After unsuccessfully looking everywhere for the claim form in the website, on XX/XX/XXXX, I called in to figure out how to place the claim. At that time, I was first told that the XXXX XXXX XXXX XXXX benefit was apparently cancelled on XX/XX/XXXX. This left me flabbergasted and confused, as no notice, warning or notification whatsoever was provided by Citibank to advise of this fact. 
- This unexpected and not notified cancellation of the XXXX XXXX XXXX XXXX XXXX by Citibank inadvertently opened me to unknown risks, as I kept using the Citi Thankyou Preferred credit card for rental cars from XXXX of XXXX to XXXX of XXXX. Its not unthinkable that Id still be using the Citi Thankyou Preferred credit card to date for rental cards should the incident had not occurred. This is quite unsettling since it could have resulted in a bigger loss. It is also especially upsetting, as I hold credit cards from other financial institutions that provide a comparable benefit, which I would have alternatively used. This did not happen due to XXXX unilateral cancellation and non-notification of the removal of the XXXX XXXX XXXX  XXXX  benefit. 
- On top of this, sending complaints to Citibank proved to be more complex than it should have been. No online reporting forms or mechanisms were enabled or provided, and complains had to be sent via regular mail or fax, since multiple phone calls and virtual chats with Citibank representatives turned into dead ends, in which representatives could or would not transfer me supervisors ( alleging COVID-19 hardships ) and the only recourse given was to send the complaints via mail or fax. 
- Thus, on XX/XX/XXXX, my first written complaint ( via fax ) to Citibank was sent outlining the issue, expressing my discontent and asking to see what could be done to resolve it. 
- On XX/XX/XXXX, Citibank responded indicating : " The review of your dispute has been completed, and proceed to close the issue without an attempt to address it. 
- On XX/XX/XXXX, my second complaint request is faxed to Citibank outlining the disappointment with XXXX XX/XX/XXXX response, and resending the XX/XX/XXXX complaint for XXXX review. 
- On XX/XX/XXXX, Citibank provides two responses : 1 ) the first from Citibanks Disputes department, closing my request and transferring the matter to the customer service department ; and 2 ) a response from the customer service department, indicating that nothing will be done, because there are no specific instructions and a different email is specified than the one in your records. In other words and by all practical means, disregarding the request. 
- On XX/XX/XXXX, my third complaint letter is fax, reattaching the prior two complaints and outlining the inadequacy and unfitness of the previous XXXX responses. 
- On XX/XX/XXXX, Citibank sends a response, which is limited to providing two documents : 1 ) A document titled Your Guide Protection Benefits, which is irrelevant to the matter as it pertains to actual purchases ( not rentals ) made with the Citi Thankyou Preferred credit card, and 2 ) the Citi ThankYou Premier Card - Directory of Services, which in its page 10, specifically includes XXXX XXXX XXXX XXXX as an still current benefit of the Citi Thankyou Preferred credit card. 
- On XX/XX/XXXX, my fourth complaint letter is faxed, outlining my desire to get a resolution, especially since the aforementioned Citi ThankYou Premier Card - Directory of Services document includes the XXXX XXXX XXXX XXXX benefit, and Citibank should honor the services it actively discloses to customers. 
- No response whatsoever is received from Citibank. 
- On XX/XX/XXXX, a fifth complain, this time prepared and sent by an attorney, is directly forwarded to Citibank. This was the result of my request for assistance from a legal firm, which reviewed the matter and concluded theres merit to the claim. 
- No response is received from Citibank. 
- On XX/XX/XXXX, with the upcoming renewal date for the card, and having made no charges to the Citi Thankyou Preferred credit card, I opt to fax a sixth and final complaint to Citibank. In this sixth complaint letter, its outlined what my next steps will be if the issue goes unresolved. The steps disclosed to Citibank include : 1 ) canceling the Citi Thankyou Preferred credit card account, 2 ) filing official complaints with several federal and state customer protection and financial agencies, and 3 ) reaching out to XXXX Executives. 
- On XX/XX/XXXX, having received no response from Citibank, I proceed to CLOSE my Citi Thankyou Preferred credit card account, and to avoid renewal fees. 
- On XX/XX/XXXX, an email is received from the Citi Executive Response Team, indicating they're reviewing the issue and stating theyll strive to respond in a maximum of 15 days. 
- On XX/XX/XXXX, a response from Citibank is received via email, in which again, the request is declined / disregarded. 

My expectations to be able to recuperate or be compensated for the loss suffered, is certainly fading at this point, never mind the time and effort spent in tracking and documenting the matter. Thus, its my hope than bringing this to your attention will at least yield a proper investigation on the matter that may result on proper action against Citibank. I would not report to this issue if I didn't believe that how Citibank acted is wrong, and that no consumer should have to be exposed to risks due to these types of deceptive and shady practices. 

In conclusion, Im truly disappointed in how Citibank conducted itself regarding this matter. Not only random benefit removal practices without notice shouldnt be permitted, but the fact that the XXXX XXXX XXXX XXXX benefit remained as part in the Citi Thankyou Preferred credit card benefit materials, after it allegedly was long removed is both shocking and deeply concerning. Add to it 1 ) the lack of interest on understanding the request and providing proper responses to the matters at hand, 2 ) a complex process to timely and properly address complaints, and 3 ) seemly systematic, disinterested and evasive customer service department responses, and it looks like quite effective way to disenfranchise and abuse consumers. 

Per all the outlined above, Im contacting you to do due diligence. All of the above is documented and being provided to you with in-order dated filename PDFs. Ill also be happy to answer any questions that should arise. 

Thank you in advance for your support, assistance and attention with this matter.

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