Consumer complaint received 2022-11-28
Company: CITIBANK, N.A.
State: TX
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:
On XX/XX/2022, I redeemed my Citi thank you rewards point to purchase 2 of the {$50.00} XXXX XXXX XXXX cards and the Gift cards I received had {$0.00} balance as soon as I received them, I called the customer service helpline immediately and spoke with a representative who was able to check everything and informed me that there was some technical issue and he can see there is no balance on the cards which they have sent. Then he said he is going to resend me the cards and then puts me on 30-40 mins long hold and after being on the call for almost 90 mins he informed me that he has created a case and someone from back end are going to resend those gift cards in 24-48 hours.

After waiting for 2-3 days when I didn't get any updates I contacted back and spoke with supervisor named XXXX and informed her about the situation with the case # XXXX, Once again after waiting for a while she tells me that I need to wait 5 days until XXXX  XXXX, and I will be provided with a resolution by then. 

Once again the Friday XXXX passed by and I still didn't hear back anything and when I called back for the update they had no updates but just keep giving me run around for the issue and told me that I would need to wait 20 days to get the update on this case, I also requested to speak with a manager and was told someone is going to call me back in 24-48 hours but no manager ever called me back. 

I waited for 20 days like they asked even though they keep giving me the run around and every time I will talk to someone, they tell me another random date they can make it up to get rid of the call but even now given the 20 days have passed I have not been provided any help and now when I call them, they say it's 20 business days I need to wait. 

Given the circumstances and after keep getting several misleading information, On XX/XX/XXXX I contacted the Citi executive escalation department with case # XXXX and was told to provide a resolution in 15 calendar days. The representative " XXXX '' who contacted me regarding this from escalation was also very unprofessional and first she said she is going to try to resolve my case and give me call back in couple of hours with resolution but then when calls me back she told me that she needs more that which once again I allowed her more time as she requested and also provided her the evidences she requested but the after few days she calls me back and has different story that the previous department I spoke with they are still working on the case and they don't have any update or resolution at the moment. 

I am a Citi priority member and the amount of time and efforts they have made me waste on this is unbelievable and I can't even imagine that how unprofessional their escalation department is not only they provide is false information and play these games to try to get rid of the calls but also do not work in good faith to address the customer complaints. I requested them to hear the call recordings multiple times, but no one ever even acknowledged or apologies for what they have put me through.

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 non-monetary relief