Consumer complaint received 2025-03-01 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
The balance of my XXXX XXXX credit card was paid off in full when I made a {$1000.00} order on XX/XX/XXXX ( following a XX/XX/XXXX payment of the full card balance, making the balance {$0.00} ). That order contained for 4 items. Since I used my XXXX XXXX, I received XXXX points for the purchase. I was also supposed to receive a {$50.00} rewards card. 
No rewards were deducted for cash off the order total. I paid the full price for all XXXX of the items on my credit card. 
However, I returned ALL FOUR items from the order. Here are the refunds that were posted back : {$230.00} ( full amount my card was charged for XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXs deducted XXXX XXXX  for this returned item {$120.00} ( full amount my card was charged for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX deducted XXXX XXXX  for this returned item {$610.00} ( NOT the full amount my card was charged for the XXXX perfumes. I was charged {$640.00} for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX deducted XXXXXXXX XXXX XXXX for these returned items XXXXXXXX XXXX  also reversed the {$50.00} reward card I had earned, which makes sense as I returned all of the merchandise in the order that resulted in me earning that card. 

At issue here is the {$610.00} refund. When I look at the breakdown, I see that XXXXXXXX XXXX took out two " cash adjustments '' of {$19.00} and {$23.00}. This was an online purchase and I returned the merchandise by mail, so I obviously did not receive any cash for my returns. 

I have spent three hours speaking to different agents about this today. None of them can justify the aforementioned " cash adjustments. '' I have been told that those amounts were deducted from my refunds because I didn't have enough points to cover the return, but that makes no sense : I earned XXXX points for the purchase. I was also supposed to receive a {$50.00} rewards card. 

When I returned all the items in the order, XXXXXXXX XXXX took away all XXXX of those points AND reversed the {$50.00} reward card. This nulls the rewards. 

It is not possible for a full return to eat up more reward points than that order earned. Withholding funds from my reimbursement in this manner is therefore not only illogical, it is illegal. 

I have wasted an enormous amount of my time trying to resolve this directly with XXXXXXXX XXXX XXXX, to no avail. As such, I am reporting it to the CFPB as this is illegal misconduct. I MUST be refunded the additional {$19.00} and {$23.00}, for a total of {$42.00}. If any interest accrues before this happens, that will also need to be reversed. 

I do not have any points left over or a reward card to show for the order, as both were reversed in full ( which, again, makes sense since I returned the entire order ). I paid for the order total entirely on my credit card. As such, I should have been refunded the entire order total back to my card. 



XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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 monetary relief