Consumer complaint received 2022-06-25
Company: CITIBANK, N.A.
State: CA
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:
Hello, After about four phone calls and speaking to about six different customer service reps at Citi Cards over the past few days I finally spoke to XXXX an account XXXX in Florida who is keeping this dispute open. He also told me for the first time after talking to multiple people on this issue that the claim was based on damages. This is the first I have heard of damages. When the car wouldn't start four hours after I rented it, there was no damage to the car. I will provide another outline of the transaction ; however, other than the car not starting the car was in the same condition as when I picked it up. This issue was not brought up in the letter I received on XX/XX/2022, from Citi. Also, you have sided in favor of XXXX even though I have provided proof in emails and receipts of what I am telling you. This is a list of the events. 

1. I rented a car from XXXX at the XXXX XXXX XXXX on XXXX XXXX, XXXX for 13 days from XX/XX/XXXX - XX/XX/2022. I signed the contract for the car for XXXX XXXX which includes a XXXX XXXX gas deposit. We drove the car to XXXX and then to XXXX XXXX which is only about XXXX kilometers from the airport. At about XXXX pm we got in the car to leave the car would not start. We called XXXX customer service phone number from the restaurant nearby as we had no cell service and reported the break down. The agent told us he was sending road service. After nearly a two hour wait a man showed up and he couldnt repair the car. He looked at the car, we gave him the keys, the car was not damaged and we left. He did not offer us a ride to our hotel and spoke little English so communication was difficult. We had already called a taxi as it was near dark and we were two women with no cell phone service and needed to get back to our hotel. 

3. The receipts for the cab fare are shown below dated XX/XX/2022, on our XXXX credit card at approximately XXXX. I can also give you a copy of the credit card charge although it was on my friend 's card. 

4. When we arrived back at the hotel we tried to call again without being able to get through and the hold time was over XXXX hour. We sent an email below to XXXX explaining the situation dated XX/XX/2022 at approx. XXXX pm. We also sent you ( Citi ) an email explaining the situation and were told that the charges had not yet been posted. I tried to call XXXX customer service again without a response. 

5. We stopped at the XXXX office on the island of XXXX at the airport Friday XX/XX/XXXX and spoke to the agent there explaining the situation. He said he checked on line and there were no notes in the computer system about our communication with XXXX. He also said, " XXXX happens ''. At that time he said it would take about XXXX days to receive a response from our email and not to worry. I have emailed XXXX XXXX times now without a response of any kind. 

6. XX/XX/2022, we receive an email from XXXX asking if we are safe ( see email below ). we contact you cause the police call us. Your car is opened in XXXX XXXX since 8 days, with the keys inside. We need to know if you are safe. 
We have tried to contact you by phone but it was'n possible. 
Could you please contact us as soon as possible. 

XXXX called me on the phone while I was on a tour and wanted me to pick up the car keys. I told them I have no transportation and it is not my responsibility to pick up the keys for their car that broke down. The service man from XXXX obviously left the car in XXXX XXXX. I am not a mechanic, nor am I the customer, responsible for towing or having a vehicle that I rented towed. If the police had the car for 8 days then obviously I was not driving the car. 

7. I have tried calling XXXX multiple times but with hold times over XXXX hour and a cost of XXXX cents a minute I am not calling anymore. I emailed them the night the car broke down, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX at XXXX and XXXX pm. and again today XX/XX/2022. I have never received any kind of response from XXXX. 

The merchant failed to live up to expectations and honor the contract for a 13 day car rental. XXXX did not complete the service I paid for. Please re-review this dispute and provide a letter that explains why XXXX did not fulfill the XXXX rental contract. With these facts how can you deny my request for a refund? I rented a car for 13 days, and it lasted XXXX hours. 

Their letter for my case XXXX without a date says that I rented the car from an intermediary, not XXXX. Who is this intermediary?. If there is an intermediary then provide a name, address, email and telephone number and their fee. There is no intermediary listed on the front page of rental agreement. Documents were provided in XXXX, not English. Please show me in English where I am required to pay for a service that I did not receive. 

I received a {$37.00} credit out of {$950.00}. I will pay for the XXXX hours of use less the XXXX euro cab fare that we had to pay to get back to the hotel safely. Did you ever consider maybe that XXXX is not truthful about the facts. Please review the facts and accept my dispute. There is no question that the car broke down. In the US you wouldn't have to pay for a service not provided and when we left the car there was no damage to the car. Doesn't XXXX have any obligation to provide a car that runs for the full 13 days? 

This whole process has been a nightmare. I am not allowed as a customer to speak to the person who makes the decision. Your answers are vague and do not respond to my specific questions. I have been a cardholder for over a decade and this is the worst customer service I have ever received. 

I did receive a {$170.00}. credit from Citibank therefore at this time my dispute is for is for {$780.00} XXXX dollars ( {$950.00} less {$37.00} credit = {$910.00}. less {$170.00}. credit from Citibank = {$730.00} plus {$50.00} euro for cab fare to return to hotel for total of {$780.00} ).

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