Consumer complaint received 2019-03-26
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
re : closed citibank account XXXX ; d opened account XXXX ; savings account XXXX. 

i am being shortchanged and stonewalled by citibank. they have a program in which clients receive reward points ( rps ) for using services such as checking, savings, direct deposit etc. i am not getting the rps i am entitled to. 

in XXXX, XXXX, i closed checking account XXXX ( hacked ) and immediately opened account XXXX. all of the rps associated with XXXX should have been seamlessly transferred to XXXX ( e.g. rps for a linked savings account XXXX and rps automatic funding of that savings account. ). unfortunately, they were NOT due to employee incompetence. a couple of weeks later i was told by another citi employee, when discussing an unrelated matter, that i could lose all 23,000+ rps associated with the closed account XXXX. i spoke with citi employees in south.dakota, the XXXX, texas, florida, and kentucky for verification but was given conflicting information. i called citi at least 10 times before the 23,000+ rps  was resolved on XX/XX/XXXX. however, i discovered i was still not receiving rps for savings account XXXX which should have now been linked to XXXX. i called repeatedly and was told on XX/XX/XXXX by XXXX and XXXX that XXXX would be linked to XXXX and that i would get rps on a recurring basis. that has not been the case. unfortunately, citi does not provide telephone extensions so it is very difficult to speak to the same person. 

on XX/XX/XXXX i wrote citi ( snail mail ) detailing my travails. i asked for XXXX rps to compensate me for the enormous inconvenience i had experienced. NO RESPONSE. on XX/XX/XXXX i wrote again. on XX/XX/XXXX, mr. XXXX ( XXXX ) called and assured me i was getting points for for XXXX. he showed me online XXXX rps but couldn't tell me how many were for XXXX and how many were for XXXX. there was no breakdown. he kept harping, " you didn't lose any points, you didn't lose any points. '' true, but only because of my due diligence and perseverance. if left to the ineptitude of citi i would have lost all of them! he offered me XXXX rps for my troubles. i asked if i had any options. he said, no. i accepted. 

on XXXX i spoke with XXXX at the rewards center in kentucky to confirm what XXXX told me. XXXX told me i was receiving NO rps for XXXX. the XXXX rps was associated with XXXX only. a direct contradiction to what XXXX assured me. i called XXXX and told him. " why did you go and do that? '' he asked, as if i would discover something he was trying to hide. he said he would have his supervisor ms. XXXX call me the following monday when she returned from vacation. she has not. i called XXXX 2 more times. he did not pick up or return my calls. on XXXX a XXXX or ms. XXXX called from citi 's executive offices in south dakota, XXXX i left a message. no response. i called her 2 more times the following week. now, the only option was to call back. no option to leave a message. on XX/XX/XXXX i spoke with XXXX in the s.dak rewards center and he confirmed what XXXX told me earlier. NO rps for XXXX. 

citi has been less than truthful. now, they are not returning my calls nor am i able to leave any messages. i have called citi at least 10 more times since XXXX initially called. i am not getting all the rps i am entitled to. this has become a nightmare. i am asking for XXXX rps ( i have been given XXXX already ) ; that i start getting rps for XXXX ; and that i get rps for the automatic funding of XXXX. any lost points linked to XXXX should also be restored. 

it would be most productive if someone from citi outside the original loop contact me. thank you XXXX XXXX XXXX XXXX ( landline, leave message ) XXXX XXXX XXXX. 
XXXX XXXX, ca XXXX

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