Consumer complaint received 2017-07-10
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:
To whom this may concern, There are 2 related but separate complaints regarding the XXXX XXXX Credit card product. 
First Complaint : I 'm a long time Citi credit card holder. In XX/XX/XXXX 2015, I upgraded from their Citi XXXX Signature card to their {$95.00} annual fee Citi XXXX Reserve card. One of main reasons for upgrade is that Citi XXXX Reserve card advertises 2 weekend night certificates good at select hotel and resorts within the XXXX portfolio after you make {$2500.00} in purchases within 4 months of account opening, on top of the annual benefit of earning 1 weekend stay after spending {$10000.00} in a calendar year. Since I already own the signature card, I was advised to call their customer service line to upgrade directly and apply through them to avoid getting assigned a new credit card number.
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I easily met my minimum {$2500.00} spent within the first 4 months but never received my 2 weekend night certificates. I called Citi numerous time ( at least 5 times in my recollection ), each time on the phone they claimed to understand my situation, proclaimed that I did indeed earned the promotional requirement. They even noted it on my account log. However, I subsequently receive a paper statement saying that Im not eligible for the weekend vouchers, which made no sense. I called XXXX XXXX as well regarding the situation but they said that Citi is solely responsible of letting XXXX know that I qualified for the rewards and promotions. I also learned that Citi had recently discontinue their credit card relationship with XXXX, and will subsequently phase out and/or discontinue all of the XXXX branded credit cards. It looks like I will not be receiving any of my benefits that Ive earned, which is deceitful and dishonest. Second Complaint : Ive also met the yearly benefit of 1 weekend night certificate. Through numerous conversations with Citi Card it was confirmed that I did meet the criteria to earn the reward. However, there are no steps or directions as to how to claim the 1 weekend night certificate. I was told that an email was sent out regarding the reward but I never received. I was constantly provided runaround between Citi Card and XXXX and my question was never resolved. In short, Im not able to claim the rewards that Ive earned. <P/>In summary, would someone please look into my account and shows that I did indeed earned the 2 weekend night certificate ( per {$2500.00} spent in first four month ) and 1 weekend night certificate ( per {$10000.00} spent in a year )? I had to spend {$95.00} on a credit card that I receive ZERO benefit!!!
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I 've been a loyal Citi credit card member for a long time, owns 3 different credit cards. Looks like Citi is not keeping customer loyalty and satisfaction their # 1 priority. <P/>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