Consumer complaint received 2019-04-04
Company: CITIBANK, N.A.
State: CA
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:
I got a Citi PremierPass/XXXX  MasterCard from CitiBank in XX/XX/XXXX. I had been earning points with no problem and redeemed XXXX points in XX/XX/XXXX. 

I upgraded my MasterCard in XX/XX/XXXX to a XXXX XXXX MasterCard. 

My statements no longer reflected the total points earned like the previous card did. It only showed how many points earned that statement period. Since I didn't need to use the points I didn't keep up with the accumulated points. 

Sometime early in XX/XX/XXXX I was curious to see how many points I had and I went on my Citibank online account and it referred me to the XXXX site to check my point balance. When I did this it did not show any points earned on that MasterCard. 

I called CitiBank to inquire and they could not tell me what the problem was but that they would look into it and get back to me. Since then I would call both XXXX and Citibank to see if they would fix the problem and periodically but neither would take any real action to resolve the matter. 

It's now over a year and the problem is yet to be resolved. XXXX has no record of my points from the Citi MasterCard. 

If I thought this was any more than a quick fix I would have kept track of every correspondence with CitiBank and XXXX. 

On XX/XX/XXXX I was finally able to talk to a supervisor named XXXX, who seemed genuinely concerned and that he would call me back after looking into it. He did call back about a week later and said that the problem was detected and it was an email issue. He said to wait 2 statement cycles and the points will appear on XXXX. I waited 3 statement cycles before contacting CitiBank and XXXX again because my points had not yet appeared on my account. 

Now, after endless calls and emails to supervisors at XXXX and CitiBank I still do not have my points. I have have had many calls lasting well over an hour, sometimes 2 hours being transferred back and for between CitiBank and XXXX and each claiming the other company is responsible for the problem. 

I received a survey request from Citibank after one of the phone calls I made on XX/XX/XXXX, this year. In that survey I conveyed my frustration about this lingering unresolved issue. On XX/XX/XXXX, I received an email regretting my difficulty and inconvenience and offering to assist me if I called. I immediately called and he said he would try to help. 

XXXX XXXX Senior Account Manager Citi Cards Customer Service ( XXXX ) XXXX On XX/XX/XXXX XXXX XXXX emailed me this message : " Im Sorry this issue has not been corrected yet. I did look into the issue and confirmed, that on your next statement you will see your points. The information was updated, however it was not updated until after the previous statement printed. If you do not see the information and rewards on your next statement, please reach out and let me know. '' I should have had my points show up on XX/XX/XXXX. They are still not there. Once again, yesterday, XX/XX/XXXX, I talked to 4 people after being transferred to different departments within XXXX and CitiBank and they could not even ( or would not even ) look up my file to give me any update. I am at a loss so I am seeking outside help. 

Citibank mailed me all of my statements since XX/XX/XXXX. I compiled a spreadsheet, detailing the amount all of the XXXX points I earned. I have attached the spreadsheet for your review. 

Thank you!

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