Consumer complaint received 2021-04-24
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 booked travel through Citi Thank You rewards late XX/XX/XXXX for a flight to Hawaii on XX/XX/XXXX arriving at XXXX. Citi alerted me via phone and email on XX/XX/XXXX of the XXXX schedule change. The flight change ended up being for XXXX arrival. I called Citi rewards to remedy the situation to see if we could get on an earlier flight. I spoke with XXXX XXXX who alerted me the carrier ( XXXX XXXX ) did not have an earlier flight, and a carrier change was not an option only a refund and rebook. A rebook 2 weeks out from a departure 's rate is exorbitantly more expensive ( nearly 2x the price ) The carrier changed flight schedule on XX/XX/XXXX and relayed information to Citi. The carrier did not relay information to me as it was booked through Citi ( based on phone call with carrier on XX/XX/XXXX ). Citi neglected to inform me of the flight change for over a month of sitting on the information. This resulted in me and my fiance having to essentially waste 11 precious hours at the XXXX XXXX XXXX resort that was upwards of XXXX $ per night, just to sleep. I lost a full day of vacation, because of Citi 's negligence to inform me of the change in a reasonable amount of time. Had I have known when they knew ( XX/XX/XXXX ) I could have rebooked on another carrier and saved money on the fair. Had I have booked myself through XXXX XXXX, they would have informed me on XX/XX/XXXX of the change, but because it was booked through Citi, Citi received the information and did not relay the information to me, resulting in this issue. Citi refused to put me on a different carrier at the time of my call on XX/XX/XXXX to try and rectify the situation so we could enjoy our vacation. I contacted Citi as soon as I found out about this problem. I was more than forthcoming with my disapproval of their actions. The definition of a vacation to me is not showing up at a hotel when all the restaurants are closed and paying XXXX $ to sleep. I filed a complaint with Citi, and a representative kept calling me at inopportune times, and when I call back, I get their voicemail which says they will call back in XXXX hours, never once did I receive a call back in XXXX hours. I returned to them at least 8 times trying to get a representative to call me back either within the XXXX time frame, and they failed to get in touch. I gave them availabilities in my schedule, and they are unable to call me back at a prudent time. I blocked off hours for their call and did not receive one at the promised times. Citi has apparently closed the complaint and the case, and I have not been able to directly contact Citi regarding this matter on the phone. I feel my complaint was not taken seriously, fell on deaf ears, and I have been swindled out of my rewards points spend for something I did not want. I wanted to use my hard-earned points to have a great vacation, but their negligence resulted in wasted time, in this case a full day. Had Citi have relayed information to me in a prudent amount of time, I would not have had an issue, and this could have been solved on XX/XX/XXXX. Poor communication seems to be a common theme here with their services. I am demanding all my points back spent on this airfare to remedy the cost of the resort which was totally wasted. 

XXXX XXXX. XXXX, XXXX 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