Consumer complaint received 2020-12-28
Company: CITY NATIONAL BANK
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
I submitted a complaint against City National Bank on XX/XX/2020. The case reference number was XXXX. 

I used my City National Bank award points to redeem for toal {$600.00} on two City National Visa Gift Card on XX/XX/2020. Order Confirmation Number : XXXX. that, I called CNB reward customers servers to ask my order to check my order status and shipping information. The agent told me they can not check my order status since my credit card was canceled, but they can see my order was being processing. Since Covid-19, I left United Stated in XXXX and return in XXXX. I checked my mailbox and didn't see the City National bank gift card. I called City National Bank rewards department and agent told me they can't track my orders and asked me to call City National Bank customer Services. I called City National Bank customer Services, but agent told me that I should contact City National Bank Rewards department. Back and forth, I called too many times to City National Bank customer Services and City National Bank Rewards development. Finally, one agent promised she will help me to check the status and call me back in two days, and she gave me a reference number # XXXX but after week, I called City National Bank customer Services to query my case, but was told my case was closed and asked me to City National Bank Rewards development. I called again and again, finally one agent help me to talk with her supervisor and told me will call me back in two days. I received a email from City National Bank Rewards development today and was told my Visa gift card was delivered on XX/XX/2020 and has been used. I never received those two Visa gift card. I asked for shipping tracking information in XXXX, but CNB didn't give me. 

City National Bank responded to CFPB as below : A letter was mailed to the client on XX/XX/2020, which provides an explanation of the gift card redemption in XX/XX/2020, as well as, the delivery of replacement cards. 

But I have not received the letter and gift card replacement from City National Bank until now. I provided my feedback to CFPB on XX/XX/2020 as below : I didn't received the letter and replaced gift card until today. I called City National Bank credit card customers service and City National Bank rewards department service, all were told they dont have any information regarding my gift card replacement information. Credit card customers service representative asked me to call rewards department, but the rewards department said they are third party and didnt have any information, so they ask me to call City National bank customers service. City National bank customers service asked me to call gift card department, but gift card department told me they they are third party and doesnt have any information. 

I have called CFPB customer service twice for help. All agents asked to open a new complaint.

Company response to consumer: Closed with explanation