Consumer complaint received 2025-03-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
On the Citi American Airlines Advantage Platinum Select credit card I accepted an offer to upgrade the card to an Citi American Airlines Advantage Elite credit card in late XX/XX/XXXX, when I received the card in early XXXX I realized that such card would have a annual cost of {$590.00} dollars, at that moment I called Citi to request the cancellation of the conversion that I had just got, at that moment the agent who took the call said that the convesion had been cancelled and that I would receive a new Platinum credit card in couple of weeks, as well I would receive a credit for the annual fee within 48 to 72 hours, which it did not happen XXXX came by and I was expecting to get the fee credit on my card statement, new statement came in and no credit had been issues as well no signs of the new American Airlines Advantage Platinum Select credit card, at that moment I called customer service to check on the delivery of the new card, when I talked to a representative such person advise that there was no record of my request to XXXXancell the conversion of the card and the request to have the fee credited back.

Once again at that moment I requested for the second time to cancel the American Airlines Advantage Elite credit card, to issue the credit for the {$590.00} annual fee and to convert to the American Airlines Advantage Platinum Select credit card, such agent did the process and said it had documented the system with the request and the date, as well it stated that a credit for the annual fee of {$590.00} had been requested and I should see such credit on my account within 48 to 72 hrs.

Obviously I monitored my account and after 96 hrs had passed by and seeing no credit posting on my account, I called back and requested to speak to a suppervisor, during such conversation I explained the situation to the supervisor, he did review and apologize for the agents who had provided incorrect information, the card had been converted back successfullly to the original American Airlines Advantage Platinum Select credit card and should be in process to be delivered to my home, however, the annual fee would not be posted on the account at that time, the date that he provided as to be the date in which I would receive the credit back would be XX/XX/XXXX, which I agree and expected. 

Today XX/XX/XXXX and after checking my account movements over the weekend, I have verified that no creit for the {$590.00} annual fee has been issued, based on that I called Citi Customer Service once again, this time I requested for the call to be escalated to a supervisor, when talked to a supervisor name XXXX, she said that the credit would be posted on XX/XX/XXXX, which after getting XXXX different dates I got very upset and requested to escalate the call to a Manager, such supervisor transferred me to XXXX a XXXX Aaccount Manager, when talked to him I explained the same wituation and got the same answer, I requested to escalate to corporate since the response was unacceptable, he did transfer me to a person named XXXX with the Executive response Team woring for the citi credit card president, I did explain the situation and he said that he would need to open a case and the resolution would take 15 business days.

Bottom line, citi personnel just lies to customers left and right and we have to take the abuse, I need help on get citi to respond and issue the annual fee credit ASAP.

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