Consumer complaint received 2025-03-31 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: KY

Complaint narrative:
On XX/XX/XXXX, I contacted Citi Card regarding 2 charges on our Citi card that we had not made. I was told that the charges would be looked in to. Also they would close our current Citi Card and issue use a replacement and that it would take 4-10 business days for us to receive it. 
When I had not received a new card by XX/XX/XXXX, I called customer service to inquire about the new cards status. The person that I first spoke with was not forth coming with any answers. She said that our bank had denied us a new card. When I asked her to explain what she meant, she said " she could not share that information and I would get a letter. ". I then asked to speak with a supervisor. I was connected to a supervisor who proceeded to make me go through all my identity questions. When she was satisfied that I was who I said I was, she told me that someone else had called after my first call and asked for new cards and that they had been sent. Our next statement did show a new card number. However, we never received those cards. Nor did we call and activate them. I told XXXX that. I told her we had not called again or received any new Citi Cards. She said that i was possibly a victim of identity thief. I also spoke with her about the XXXX Citi Thank You Points that I was unable to currently access. She said " let me put you on hold and speak with the fraud department '' which she did. After being on hold for 10 minutes, the line went dead. I thought someone would reach back out to me, but they did not. 
We finally got a letter dated XX/XX/XXXX merely saying " We're looking into your dispute. ". 
I gave it a couple of days and called back on XX/XX/XXXX. This time customer service was even more rude and would not give me any information regarding Citi Cards action concerning our account. In the meantime, I went ahead and paid all the charges even those in dispute. 
I had repeatedly asked about our appox XXXX Thank you points balance. Each time I was given a different answer. Finally I called on XX/XX/XXXX and spoke with first XXXX and then XXXX, a supervisor. XXXX spent a lot of time giving me the run around and once again no answer on how to access my points. Because i had gotten to a place whereI didn't care about a replacement card just getting the benefit of my Thank you points that is what I asked XXXX to help me with.. XXXX also put me on hold for 10 minute before the line went dead. Because I had shared with XXXX my previous experience of getting disconnected, I asked her to take my number and call me if we got disconnected. She did call. Shortly after that contact, we received a letter dated that same day, XX/XX/XXXX saying our Thank You points could no longer be used with paypal We had been loyal and paying customers with Citi Card since XXXX. We had never been a problem. My husband and I spent a lot of money to gain a balance of XXXX points. We want access to those points. And we want Citi Card to explain their actions. We did nothing wrong and they have treated us with disrespect.

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 non-monetary relief