Consumer complaint received 2024-03-23 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: NC

Complaint narrative:
Dear Consumer Financial Protection Bureau ( CFPB ), I am writing to bring to your attention an issue I have encountered with Citi, a financial institution with which I have maintained a longstanding relationship since XXXX. My association with Citi began with a student loan ; over the years, I have held multiple accounts with them. Of particular concern is the recent forfeiture of XXXX Citi XXXX points accumulated over time across XXXX different accounts. 

Effected Thank you Account ending XXXX. 
XXXX Credit Card ending : XXXX Timeline of Events : XX/XX/XXXX : In the very same call, I talked to the Citi agent about the points and they transferred my call to Citi Thank you department. I asked the agent on the call how many of my points would expire or be forfeited. They have reviewed my account and told me that no points are expiring or getting lost in the next 90 days. They have also shown me how to check that on the thank you portal. The call also told me that the points from my Citi XXXX, Citi XXXX XXXX XXXX, and Citi XXXX all accrue in the same thank you account. 

XXXX XXXX : I did a follow-up call in XXXX about the status of the points, and I was again reconfirmed that they are still waiting for expiring or forfeiting points in the next 90 days. 

XX/XX/XXXX : XXXX Thank you points got removed from my account. 

XX/XX/XXXX : I called Citi customer service about the missing points, and my call was transferred to Citi. Thank you. Citi Thank You has opened a case. 

XX/XX/XXXX : I Called Citi to check the heck status of the calendar, d I was told the points could not be added as the account has been closed. The agent said I should have requested to open the account. I have pleaded that I did try to request to open the account, but they don't want to approve new credit. The agent reviewed my account, and then I was told Citi 's process to re-open the account was flawed. They said they would request to dispute the points to the Thank You department. 

XX/XX/XXXX : I got a letter from Citi saying my points can not be added, and again, the reason is that my account is closed. I called customer service the same day to inquire about the letter, and after the review, I was told they could not add the points back. They said my points were forfeited from the account on XX/XX/XXXX as they had a XXXX expiry. 

I am deeply troubled by this situation as I diligently inquired about the status of my points on multiple occasions and was assured that there were no impending losses. I feel misled and believe that the communication regarding the status of my points was inaccurate and sufficient. 

I kindly request Citi to thoroughly review the records of my previous phone calls, especially those with the Citi XXXX team, where I was explicitly assured that no points would be lost. These points represent my years of loyalty and responsible credit usage, and their forfeiture feels unjust and unfair. 

I urge Citi to reconsider and reinstate the XXXX XXXX points to my account. Transparency and clear communication regarding account statuses and point expirations are crucial for maintaining trust and integrity in financial services. 

Thank you for your attention to this matter. 

Sincerely, 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 explanation