Consumer complaint received 2025-08-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
XXXX'To whom it may concern, XXXXI am writing to CFPB to file a complaint of the Citibank credit card, which didnt honor their extension warranty on the XXXX XXXX that I bought in XXXX XXXX XXXXfrom XXXX using the Citibank credit card. XXXX, which provides a 2-year warranty on TV purchases, and using a Citi card for the payment would provide 2 more years of the warranty. In XXXX XXXX XXXX, my TV started having an issue, which was that it didnt pair up with the remote control. I resorted to an online search and used all the recommended remedies, including changing the batteries, unplugging the TV, removing the remotes\' batteries for a few minutes, etc. Each of those remedies worked just for a week or so, and then the issue started occurring more frequently and ended up happening every day. So I called XXXX  support and spoke to support tech XXXX who walked me through a few steps that looked like it solved the issue. Unfortunately the issue happened again the next day. I called XXXX  support again and spoke to XXXX XXXX who told me told that the TV has a malfunctioning issue and couldnt be fixed and that I should return it back to XXXX. I called XXXX XXXX warranty department and spoke to XXXX, whom said since the XXXX  warranty was over, I should call the Citibank card and claim my extended warranty. He provided the number to me too. I called Citibank  warranty department and filled the claim XXXX XXXX XXXX XXXX XXXX which received shortly after an email requesting documents. I provided the requested documents in my reply except the Citibank card statement (assuming they could access to it very easily) and repair estimate because, I was told by XXXX  expert tech it wasn\'t repairable. I also mentioned that according to the XXXX  support team, the TV was not repairable in my reply email and provided the XXXX XXXX Meanwhile, because this was my bedroom TV, which I use 100% of the time( retired), I disposed of it and replaced it with my guest room TV which is a very small one. XXXX days later, Citi Card emailed me that they needed my card statement for the purchase date and estimated repair cost from a repair company( of course they didnt want to pay for the cost of estimated repair). I had already disposed the TV but, I requested the purchase statement copy online in my account which I never was provided. Even though it was very difficult to find the statement belong to XXXX XXXX XXXX ago after spending XXXX XXXX  and going through all of my docs, I found it and emailed it to the warranty department  (Im sure they had access to it very easily and just wanted to give me a runaround) and again mentioned the TV was not repairable. Again,XXXX XXXX later XXXX XXXX XXXX XXXX XXXX, they sent an email saying that they needed an estimated repair cost.\n\nIm sure that the extension warranty was just a trick and an scam from the Citibank to persuade a customer use the Citi card for the Citibank\'s benefit and not the customer. I would use my XXXX  bank card if it wasnt for this promised extended warranty from the Citibank for sure. As it shows on doc XXXX XXXX XXXX XXXX other people have the same issue of the Citibank not honoring the agreed warranty extentionat allXXXXNow after disposing of the TV, Im getting a runaround from Citibank, asking for a document that shouldnt have been asked for at first after providing XXXX  reference numbers, dates, and names of the XXXX  support team diagnosticXXXXIm a senior citizen, and it is not easy for me to buy another TV and my only hobbies are gardening and watching TV. XXXXI am requesting to look into this issue and make the Citibank keep their contract with me as the card holder(extension warranty)and with the XXXX  customer. \nI have manually numbered my documents in order. 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 explanation