Consumer complaint received 2024-12-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I was an existing Citibank customer. I was informed on an XXXX XXXX flight in XXXX that I could be eligible for the XXXX XXXX with XXXX bonus miles. I called Citibank and asked if I was eligible for this bonus. I was told yes. As a result, I agreed to convert my credit card to the XXXX XXXX. I had problems with my card not linking to my AA account, even though I provided them with my XXXX  number. I called Citibank on XX/XX/24 and was informed they created a new XXXX  number, rather than using my existing XXXX. They resolved that over the phone. On that call, I also asked for an update about my bonus miles. I was told I had to meet a certain spending minimum within the first few months of receiving the card, and that I was close to achieving that. Once I met that amount, I was also told I would need wait for my statement to close, at which time the bonus points would be applied to my account. 

I intentionally spent more money on my card to achieve the spending minimum in the necessary timeframe. Once the statement closed, I checked my account and still need not see my bonus points. I called Citibank bank on XX/XX/24 to inquire about the status of my points. I was then told I never actually qualified for the bonus points, as this offer was not for existing customers who converted their cards. I disupted this and asked if there were audio recordings of my prior calls from XXXX and XXXX. I was told Citibank records all the calls. Hence, I filed a case number ( XXXX ) and was told a manager would review the calls and let me know the decision within XXXX to XXXX business days. They stated they would give me XXXX for the inconvenience. I agreed to this, but reiterated I expected them to review the audio-recordings and contact me. 

I called Citibank again today on XX/XX/24. The initial rep I spoke to said he could not review the calls or my case, so he needed to transfer me to a manager. When he went to transfer me, he hung up on me. I then called a second time and spoke to another representative. I asked him how to contact Citibank in writing, and he said email was not available, but provided a fax number on my insistence for additional contact information. 

When he went to transfer me to a manager, the manager came on the line but then disconnected immediately. Fortunately, that rep had remained on the line. He then connected me to another manager. I gave her my case number and asked for the prior calls to be reviewed. She immediately said she was not going to do that and stated I needed to contact Citibank in writing instead. She reiterated there was no electronic way to contact Citibank and that I had to mail a letter. I then stated that I waited on the phone for XXXX minutes to speak to her under the guise of being able to have a XXXX review the prior calls, as representatives were allegedly unable to access them. She continued to speak over me, at which point I began to audio-record the call on my device. I continued to ask why I was lied to by the previous reps, or why she was refusing to answer my questions about reviewing my case # and the prior calls. She said she was going to hang up on me because she had given me the mailing address. I continued to state that she did not answer all of my questions or concerns, but she then proceed to disconnect our call.

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