Consumer complaint received 2017-02-27
Company: CITIBANK, N.A.
Product: Credit card
Issue: Billing disputes

Complaint:
Hello team, I need your help. Please can you assit me in resolving this mess that I have with XXXX diffrent merchamts. Because of their bad faith and incopetence, they want to stole {$290.00} from me. Thanks again. 

I rented a car with XXXX back in XX/XX/XXXX. Some of my items with a value of {$290.00} dollars were stolen when the car was under their care. After I complained, and even thought admitted in one e-mail that they were sorry for the incident, they refused to take any responsibility. They stopped answering to my complains. 
I am attaching all of the correspondence between XXXX and I. You can see that they stopped talking to me when I asked how they were going to give my money back. And you can see in one e-mail one of their employees apologized for their action, or betterto say for their theft, but nothing else. 

So I contacted Citi Bank, and make a formal complain with their billing dispute department. I presented my case of why they should not honor that charge. After many weeks of e-mails back and forth, my complained again XXXX was dismissed. I disagreed with that decision. 
After I asked Citi Bank to review the decision back in XX/XX/XXXX. 
1. I asked my complained to be escalated. Only after XX/XX/XXXX I was able to speak with XXXX XXXX XXXX at Citi. So it took Citi bank 8 months. During that time I was insulted, ignored, never my request were listened on time. It was a total disrespected for a customer. 

When I spoke to XXXX XXXX XXXX ( just in case, his direct telephone number is XXXX ), I explained the problem in some detail., He mentioned that they can not made XXXX responsible because it has passed much time. Now, this is a Citi Bank issue, because it took many months for my initial request to be acted upon. 
I told him the mistakes that I believe their billing dispute department made : 1. The e-mail sent by XXXX employee apologizing for the theft. This e-mail should have been enough for Citi Bank to have make XXXX responsible. This e-mail was ignored by Citi agent. She did not take any action. 
2. I offered to have a three way conference call between XXXX, Citi, and myself. This request was never listened. It was ignored as well. 
3. I asked to Citi 's agent to explained what she needed when she requested some type of document that I did not understand. This person never responded again. 
4. This person mentioned that Citi has some obligation to XXXX 's bank to collect the money, does not matter what. Disregarding me as a Customer that were stolen {$290.00}. 

I spoke with XXXX XXXX XX/XX/XXXX. He confirmed that Citi is not responsable for this charge because when I signed the rental car agrement, in one of the clauses says that XXXX is not responsible for any theft. It sounds like they can steel anything from Customers, and they are not responsable., their hands are washed. 

Because I was told by XXXX XXXX XXXX that is too late to make XXXX responsabile. This delay was 100 % responsability of Citi Bank for not having taking my request for an earlier review seriusly, but I was workarounded and lie etc. 
I want for City Bank to credit my account for {$290.00} dollars + interest. for the damage they did to me. 

I am enclosing all of the e-mails between I and XXXX. Please pay attention of one e-mail in particular where one employee apologized for the theft. This happened after I asked how XXXX was going to pay me back. If you agree with me, she ackwoledged what they stole the items. 
I also enclosing e-mails between Citi and I. 

Best Regards 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 explanation