Consumer complaint received 2023-06-19
Company: CITIBANK, N.A.
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I have contacted by phone on multiple times the customer services department of : Shop Your Way General Inquiries XXXX XXXX XXXX XXXX XXXX, SD XXXX Payment Addresses Shop Your Way Credit Card Payments XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX XXXX XXXX, PA XXXX Shop Your Way Credit Card Overnight Delivery/Express Payments Attn : Consumer Payment Dept. 
XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, KY XXXX Contacted : XXXX 24/7 /Technical Assistance XXXX and the Rewards Center XXXX. When you call this number for your redeemed points concerns, you can not speak directly to a customer service representative on the issue. Only a voice recorded system that you can get basic info. The recording gives you general information and tells you to use online website to address your concerns in which I did contact the online services on why my points were removed with no resolution for my concern. Customer Services main direct number tries to place you over to the Reward Services number knowing that you can not speak to a representative once you are placed in this phone system loop. I had communicated this to main customer service representatives several times that the rewards points customer service phone number does not have anyone that you can speak to directly and the system places you in a loop of useless information that is not useful to address concerns of the point rewards. 

As of XX/XX/, it is indicated in the attached credit card statement my XXXX Total Reward Points. I had brought this to the attention of the Customer Service Representative. On XX/XX/XXXX I used only XXXX points that should have left me a balance of XXXX reward points. However, the system XXXX out my account leaving me only XXXX points reward balance. I had immediately called customer service to have them to explain to me the reasons why the system had removed all of my points to a XXXX reward points balance as indicated in the below attachment currently from their website statement. I have attempted several times afterwards to resolve and spoke to Customer Services Supervisors on several occasions to correct. The responses I have received was that they would fix this issue. To date, I have not received any resolution to resolve my issues for current reward points that still should be accumulating new points. The first line representative and their supervisors will not escalate my concerns to upper management the several I have contacted the office to resolve my concerns. I have sent intercompany emails as included in the attachment below also of the unresolved issues and the removal of all of my reward points. This is fraudulent advertisements and misrepresentation of the consumers product that is being advertised by the credit card provider.

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