Consumer complaint received 2021-12-01
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CITIBANK, N.A. (NY)

I am filing this claim out of shear frustration over Citicard taking away {$1600.00} in dividend dollars I had earned because of inactivity on my account for XXXX year according to Citicard. They removed ( expired ) them on XX/XX/XXXX as shown on page XXXX of my XX/XX/XXXX statement ( attached ). I immediately called their customer service support when I received my statement on XX/XX/XXXX only to get a customer service area that appeared to be outsourced to an overseas company. I had difficulty understanding the rep and they really didn't grasp my situation. I attempted to explain that I never received any notice that my dividend dollars were going to expire on XX/XX/XXXX on my account. Furthermore, my XX/XX/XXXX statement ( attached ) on page XXXX indicated my dividend balance was {$1600.00} and on the same page it reflected a charge for {$43.00} that is automatically charged for antivirus software every year as reflected on my XX/XX/XXXX statement ( attached ) on page XXXX as well. All the rep did was to read me a script stating how sorry they were for the inconvenience and there was nothing they could do. I went on to explain that I have had this card since XXXX and didn't use the card as much since XXXX moved their card to Citicard that I also use heavily for my purchases because the rewards are better than the dividend card. Again, I was read the same script so I requested to speak to a supervisor in the XXXX in hopes that they would look up my account history and see how much I spent on the card to accumulate that much in dividend dollars as well as my XXXX card history.. I was transferred to a XXXX customer service XXXX and got a recording and I left my number for a call back. On XX/XX/XXXX I received a call from a supervisor in Florida named XXXX ( she would only give me her first name ) and told her my tale of woe on how I was going to use the cash rewards for XXXX presents for my family., I further explained how devastated I was that this was done during this pandemic and that I did have activity on my card and never received any notice the cash rewards would expire on XX/XX/XXXX. She was very pleasant but told me their was nothing she could but would file a claim on my behalf. I asked if she could provide me with a phone number to the area making the final decision but she said she can't do that. I can't do that seems to be the montra for all Citicard customer service areas. Even though each area informed me that I lost the rewards due to card inactivity for a year, why they could not see the activity I saw on my statement is beyond me. Then, low and behold I received the form letter ( attached ) that states that according to the terms of the cash rewards program ( did I receive XXXX years ago or when? ) cash rewards expire after 12 months if they are not redeemed and unfortunately they are unable to replace expired cash rewards. Well, this was a new twist. My last ditch effort to get someone at Citicard to really look at my case I called the number on the form letter. I won't bore you with all the details about the discussion but they were consistent with their lack of concern for customer issues and the amount of money I lost I was told they were sorry for any inconvenience but we can't replace expired cash rewards. Please do whatever it takes to help me get back what I earned and not let companies like Citicard ( Citibank ) do this to people and hide behind pages and pages of terms and just do the right thing and notify customers they need to act before their rewards expire. 

Thank you.