Consumer complaint received 2022-03-14
Company: CITIBANK, N.A.
State: NY
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 accumulated cash-back rewards from Citibank and decided not to redeem them so that I can make a larger purchase for the holidays and not have to worry about the expense. When I signed into my Citibank account, I saw that my cash-back rewards balance was at {$0.00}, which didn't make any sense because I hadn't redeemed all of my rewards. On XX/XX/2021, I initiated a chat with a Citibank representative through the Citibank website and I explained that my account was showing a {$0.00} balance when it should have shown a balance of {$1300.00}. After researching my complaint, XXXX, the Citibank representative, told me that I would receive back my cash-back rewards in the amount of {$1300.00} and that I would see it in my account within 5 - 7 business days. I have a screenshot of the conversation showing that XXXX from Citibank told me that I would be credited back with my {$1300.00} cash-rewards balance. I patiently waited for the credit to appear in my account, but it never happened. I once again reached out to Citibank and even though their representative told me that I would get my cash-back rewards, they changed their minds and told me that my rewards had expired. I told that that I was never advised of any expiration, but they wouldn't listen to me. They shifted the blame to me and told me it's in their terms and conditions, which is really their way of trying to get out of their obligations and mislead their consumers. 

1. I have dealt with many companies in the past and have always received email alerts if a reward that I had earned was subject to expiration as well as a warning as to when the reward may expire and need to be redeemed by.

2. Citibank misled me and never advised me about any expiration date. 
3. Due to Covid, I had to drastically cut back on my expenses, which led to me not using this particular Citibank card for more than 1-year. Had I been advised that I needed to use the card in order for my rewards not to expire, I would have done so. Again, this was a Covid-related issue and Citibank should have been more accommodating and understanding. 
4. I believe that Citibank has engaged in deceptive behavior in taking advantage of their customers. They are attempting to hide behind " terms and conditions '' that are stuck in boilerplate agreements and notices that they know customers don't read or go back to at a later time to review. For them not to send out an alert to their customers advising them that their rewards are expiring is a deceptive practice that is put in place to defraud their customers out of their rightfully earned rewards. 
5. Citibank has engaged in fraudulent behavior because its customer-service representative who is authorized to speak and take action on their behalf specifically advised that my rewards balance in the amount of {$1300.00} would be credited back into my account. An action that has not yet been taken by Citibank, which amounts to fraud and deception. 

I am requesting that Citibank immediately return my rewards balance to my account in the amount of {$1300.00}. 

Because I am at work during work-hours and am in a position that I can not take calls during the business day, I am authorizing my husband, XXXX, to speak on my behalf if needed. 

Thank you for your time and I hope you understand that this is not a small matter to me. {$1300.00} is a lot of money to me and I was saving it up to be able to but holiday gifts for my family. Please have Citibank immediately return my rewards balance to my account in the amount of {$1300.00}.

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