Consumer complaint received 2026-07-07 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: TX

Complaint narrative:
I am filing this complaint against Citibank , N.A . regarding their failure to administer the Lost Baggage Protection benefit provided through my Citi XXXX AAdvantage XXXX XXXX XXXX XXXX ( card ending XXXX ). The benefit is underwritten by XXXX XXXX XXXX XXXX XXXX and administered by XXXX on behalf of Citi. BACKGROUND On XX/XX/year>, my wife and I traveled on XXXX XXXX Flight XXXX XXXX from XXXX ( XXXX ), XXXX to XXXX XXXX XXXX XXXX ). The trip was booked and paid in full with my Citi AAdvantage XXXX card. Upon unpacking at home, we discovered that items had been stolen from my wife 's checked baggage while in the airline 's custody. Her personal makeup bag had been physically displaced from her suitcase into a fellow traveler 's suitcase, proving the bags were opened during transit. XXXX rings were missing : a XXXX XXXX XXXX with diamonds ( appraised at approximately {$4800.00} ) and a gold diamond crossover ring ( valued at approximately {$2300.00} ), for a total loss of approximately {$7100.00}. XXXX XXXX investigated the claim under XXXX XXXX, acknowledged liability, and issued a partial settlement of {$2000.00} ( the maximum under the XXXX XXXX ). I filed a claim with the Citi Lost Baggage Protection benefit ( Claim # XXXX ) to recover the remaining approximately {$5000.00} gap. PATTERN OF UNFAIR CLAIMS HANDLING Since filing in XX/XX/year>, the claims administrator ( XXXX XXXX XXXX XXXX XXXX ) has engaged in a pattern of sending repetitive, identical form letters while ignoring my responses. Over a period of XXXX months, I have received no fewer than XXXX form letters : - XX/XX/year> : Requested " Property irregularity report. '' I responded with documentation. - XX/XX/year> : Identical letter requesting " Property irregularity report. '' I responded again. - XX/XX/year> : Identical letter requesting " Property irregularity report. '' I responded again and called to confirm receipt. - XX/XX/year> : Identical letter requesting " Property irregularity report. '' I responded with a detailed email explaining why no traditional airport XXXX exists, and provided the XXXX XXXX report and all supporting documents. - XX/XX/year> : New request for " receipt for the second ring as only one was sent for one ring. '' I responded explaining the ring is a family heirloom with no purchase receipt, valued by a jeweler, and accepted by XXXX XXXX. - XX/XX/year> : Identical letter to XX/XX/XXXX, word for word, requesting the same receipt. I responded again with the same explanation. - XX/XX/year> : Still no acknowledgment of any response. No substantive review has occurred. I have submitted the following documentation multiple times via email to XXXX : XXXX. XXXX XXXX XXXX XXXX XXXX Report ( File ID : XXXX, filed XX/XX/year> ) XXXX. XXXX XXXX acknowledgment email ( XX/XX/year> ) confirming receipt of all documentation 3. Formal itemized claim letter submitted to XXXX ( XX/XX/year> ) listing both stolen items with values XXXX. XXXX XXXX settlement letter ( XX/XX/year> ) confirming partial payment of {$2000.00} XXXX. XXXX XXXX XXXX purchase receipt 6. Detailed explanation that the second ring is a family heirloom valued in consultation with a jeweler I also called the Citi Card Benefits Service Center multiple times, spoke with representatives, confirmed exactly what documentation was needed, and resubmitted. Despite all of this, the claims administrator continues to send automated form letters with no acknowledgment that any submission has been received or reviewed. No traditional airport-issued Property Irregularity Report exists because the theft was not discoverable at the baggage carousel. All XXXX bags were delivered. The theft was only identified upon unpacking at home. The report was filed through XXXX XXXXXXXX XXXX own XXXX system, which is their standard process for post-travel baggage irregularity claims. XXXX XXXX accepted this report, investigated based on it, and paid a settlement based on it. The gold diamond crossover ring has no purchase receipt because it is a family heirloom, not a retail purchase. Its value was determined by a jeweler who had previously worked on the piece. XXXX XXXX accepted this valuation without dispute. Repeatedly demanding a receipt that can not exist for inherited jewelry, while ignoring my written explanations, is not a legitimate document request. I believe the repeated identical requests for documents that have already been provided, combined with the failure to acknowledge any of my responses over XXXX months, constitutes a failure to administer this card benefit in good faith. The pattern suggests either a systematic failure to connect submitted documentation to my claim file, or a deliberate delay tactic designed to frustrate claimants into abandoning valid claims.

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 monetary relief