Citibank Credit Card Complaint

Citibank Credit card department,

Billing disputes Virginia

My husband, -, and I rented a car with - from - - in -, Massachusetts. - made this reservation using - ( - ) number, and informed - at that time that we would be using - - gift certificates to partially pay for our rental, in the amount of $120.00. In fact, we did n't order these gift certificates from - until after we had confirmed with - that we could use them, as we know the gift certificates come with terms and conditions. - had ample opportunity at that time to tell us there would be a problem using our gift certificates, but failed to do so. On - -, when we arrived at the - -, the - agent who had been manning the - desk had already left for the day. He left our keys with a - - agent. We then called - local number in - and spoke with this - agent (


would be any problem using our - gift certificates. We left on a morning ferry on Sunday, - -, and dropped our keys in the - box, since their desk was not open. We were, needless to say, surprised when the charge came through for the entire amount of our rental, $160.00. As soon as we saw that charge on our credit card, we filed a $120.00 dispute with Citibank. We waited until - - to get any response from Citibank. On that date, Citibank wrote us a letter with - response enclosed. - did not acknowledge the crux of our dispute at all in this letter, instead simply stating that the amount of our bill was $160.00. They did not even reference the $120.00 - gift certificates that they had received as payment. I strongly object to the idea that at this point I needed to provide further " evidence '' to Citibank to get them to respond reasonably. I was OVERcharged on this bill, and - had gift certificates at its disposal to recover this $120.00. Recovering that $120.00 should be - problem, not mine. At this point, Citibank insisted that they needed " documentation proving [ I ] should have been billed an amount other than what the merchant posted to [ my ] account. '' On the telephone, one of Citibank 's agents suggested that I should have obtained a receipt showing that - accepted my gift certificates. This is an entirely unreasonable request, and it 's not the way the world works. When you give gift certificates for payment, you do not receive a receipt. REGARDLESS, I spoke with the manager of - in -, MA and she asked me to e-mail her the gift certificates. When I spoke with this manager, it was on a 3-way call, with Citibank on the line. The purpose of this e-mail - cc : ed to Citibank - was to provide Citibank with the " receipt '' they were requesting. After all of this, today Citibank refuses to resolve this dispute in my favor. Their position is that I have not given them " documentation proving I should have been billed an amount other than what the merchant posted. '' All of this is a classic stonewalling tactic. It is clear to me that staff at Citibank have been given a narrow instruction in order to avoid looking at the actual facts of a situation to resolve them with any degree of judgment. This is a simple complaint, and I have gone above and beyond over 2-1/2 months to provide Citibank with everything they have asked, whether reasonable or not. It should not be this hard for consumers to recover money they are owed. I do n't understand why human beings are employed at Citibank when they do little other than repeat boilerplate verbiage and are not empowered to provide real help to their customers.