Consumer complaint received 2021-01-12
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
My father held an AT & T Universal Platinum Citi Mastercard since XXXX. He passed away XX/XX/XXXX. Citi closed the account late XXXX or early XX/XX/XXXX. I called to ask how to reimburse the Thank You Rewards ( XXXX points as of XX/XX/XXXX, which equated to around {$600.00} at the time ) owed to the estate and was told to send proof of durable power of attorney for his widow and heir, my mother, and death certificate for my father and they would cut the check. I sent that letter XX/XX/XXXX. I received a letter XX/XX/XXXX from Citi saying they needed proof of Administrator or Executor of the Estate. My brother is that designee, so he sent a letter dated XX/XX/XXXX with the documentation and evidence that he is executor of the estate and included ( again ) : my father 's death certificate ; the trust document with relevant sections highlighted in yellow ( showing him as executor ) ; and two forms of identification. Citi then sent a letter to me again to the Estate of my father and asked again for a copy of the death certificate and proof that I was executor of the estate. So my brother sent another letter XX/XX/XXXX with all the same supporting documentation AGAIN, this time with a signed return receipt requested. He received the signed receipt dated XX/XX/XXXX as signed by a XXXX XXXX ( as addressed to AT & T/Citibank Thank You Rewards, XXXX. XXXX XXXX, XXXX XXXX, SD XXXX ). He then received a letter back dated XX/XX/XXXX requesting official designation that he is the administrator or executor of the estate, and that the trust is not proof of such. 

Yet it is. It's the legal documentation and proof of designation, as recognized by the city, state, and US federal government, all other banks and financial organizations, and any other business or governmental organization we've worked with in our respective capacities ( me as my mother 's DPOA and he as executor of our parents ' estate ). 

After no acknowledgement, we continued to call The Thank You Rewards department to follow up with no response. On a call made XX/XX/XXXX, we learned of the " Internal Probate Team '' XXXX and spoke with a representative ( ID XXXX ) who said she would send an e-mail to whichever person is supposed to be handling the points for the account to find out what the hold up is and that we should hear something within a week of that. Of course, we did not. Despite endless attempts to contact and get through, attempting to escalate to managers, we could never get clarification or consistency in the state of this open issue. In XXXX of XXXX, my brother received a letter dated XX/XX/XXXX saying the Thank You Rewards could only be redeemed within 1 year of father 's death, so they no longer were obligated to reimburse the estate for the rewards. 

Throughout the course of XXXX and up through to date XXXX XXXX, XXXX, XXXX ), we've each had countless calls with Thank You Rewards representatives and the Internal Probate department. Some rep names/IDs that weve noted include XXXX '' who is an " Accounts Supervisor, someone whose ID was XXXX ( not sure if this is the same person ), " XXXX '' with ID XXXX, XXXX with a reported ID of XXXX which sounded highly suspicious, rep ID XXXX, who had computer problems so redirected me to rep ID XXXX, and with supervisor, " XXXX '' with rep ID XXXX. XXXX, at least, provided a mechanism for me to email her evidence that we have complied, which she said she would escalate to the Rewards Dept, '' which I did. She told me to call back in 7-10 days from the date of our conversation, XX/XX/XXXX. I called back on XX/XX/XXXX and spoke with XXXX ( ID XXXX ) who told me they had an internal record of a letter back from the Rewards Department repeating the same message that the trust documentation did not actually list who the executor is, and it's been over a year since the primary cardholder 's death. Not only does the trust documentation list it, the section showing it was highlighted and pointed out multiple times, and we provided proof that they *did* receive it well within the 1-year deadline. 

After much pressing, I was told I could fax all supporting documentation and a letter requesting re-evaluation to the " Dispute Department '' at fax number XXXX. No phone number or postal mail address would be provided for this department. I faxed the letter and supporting documentation and evidence on XX/XX/XXXX fax ( see uploaded document ) and other than a successful " Sent '' transmission status on my end, I have received no acknowledgement. 

Citibank systematically makes it impossible to reimburse Thank You Rewards  upon death of the primary cardholder, despite the promise and commitment to do so. They block every communication attempt, ignore legally valid evidence mailed ( at significant personal expense ), and run out the clock until after the deadline by which they say they are no longer required to reimburse. Unfortunately, we have receipts. We have proof. We just need someone to hold them accountable. This fraudulent activity should not be allowed to continue.

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