Consumer complaint received 2026-01-27 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: CA

Complaint narrative:
I had the XXXX Citi XXXX for the last 4 years along with a XXXX membership. Never been late on payments and have loved using the cash back rewards because I shop at XXXX a lot. 

I had a credit limit of {$6400.00} and was trying to pay off my balance from my bank account. However, it takes 2-3 days when I pay on the app for when it hits my bank account and takes it out. I wrongly estimated how much I would have in my bank account when the payment hit my bank account and payment was returned ( see attached physical letter ). However, I was still able to use the app, make payments, etc.

The physical letter never had a warning, or heads up, and was never let known that my account would be closed without my consent. It stated to make a replacement payment but no warning. If I had known this would happen I wouldn't have tried to pay it back. 

On XX/XX/2026, I signed into the app and it said to call a customer service team member. I did and they were checking for fraud. I confirmed my transactions and one that wasn't so they closed that Credit Card and sent me out a new one. 

On XX/XX/2026, I signed into the app and it said my account was closed. This was before my card ever arrived too. I've attached the physical letter. I then called the customer service rep and they said they do not have to give warning and the rewards I earned from the year ( {$930.00} ) would be forfeited. When I tried to get clarity, they said wait for the physical letter for the explanation. I did and when I received the letter, I then called a week later to get clarity and ask for a one-time goodwill exception on the credit rewards I EARNED to pay down the high balance. I was denied then I asked for an executive to talk to and they said they would call back within 48 hours. I never received that call.

I called again today to talk to a supervisor. They mentioned the same thing. My account can be closed without warning and all rewards forfeited. I'd like to once again request a one-time goodwill exception to release the rewards ( even if it is pay down the high debt on the card ). I continued to have the card, pay XXXX membership, because I shop a lot there and wanted to enjoy the rewards benefit. It seems unfair and deceptive to me that WITHOUT WARNING or prior notice that the account was closed our of nowhere 1 month before I could enjoy my rewards that I EARNED through the year ( only released after XXXX statements ). The timing is unfortunate but also conveniently in benefit of Citi Bank and not the consumer. ( unfair under consumer protection standards ). 

I am still obligated for the $ XXXX balance and still seems unfair to me ( enforcing obligations and payment but voiding benefits - imbalanced ). Furthermore, my minimum payment due is now {$1500.00} the highest I've ever seen it and it has put me in a financial burden. I was expecting I would receive the {$930.00} in XXXX to help out with paying down the balance. Again, I am asking for a one-time goodwill exception for the rewards to be released and be used to pay down the debt. I understand my account will be closed and not be able to be re-opened. I ask for an executive but have not been able to connect with one.

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