Citibank Credit Card Complaint

Citibank Credit card department,

Rewards Oregon

On -/-/-, I filed a claim to utilize the extended warranty benefit on my Citi Double Cash card. The claim was for an 4K HDTV that was not functioning in 4K. I submitted all of the required paperwork on -/-/- and was told that a third party company would be used to verify the issue and determine a salvage value. I was not contacted by the third party service until -/-/- ( 28 days after initial contact ) and asked for a few basic questions about the situation. After another 47 days ( on -/-/- ), I contacted the Citi Benefits team and was told the third party company had submitted their report on the situation, even without coming out to verify the problem or seeking additional information from me. Today ( -/-/- ), I received the notification that was my claim was denied, which is 96 days after my claim was initially filed. The reason given for denial cited that the " ( TV ) unit does not have the same compatibility rate '' as the 4K device. This is technically incorrect - the TV has twice the required rate for the 4K device, so there should be no


informed that he would request that the same third party service come and physically verify the issue. I have no confidence that there will be any resolution or follow up based on my previous experience with this group. Based on time duration, constant errors, and technical incompetence through this process, I believe Citi is intentionally trying to avoid honoring their extended warranty benefit. I also have no confidence that the customer service team supporting the Benefits department is advocating for the customer or trying to seek fair resolution on these issues in a timely fashion.