Consumer complaint received 2024-10-18 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: IA

Complaint narrative:
I have had this credit card for 9 years. I signed up for the XXXX XXXX XXXX XXXX feature. In this 9 year span I have never been successful in redeeming my points. Ive tried online and by phone. This past year I have attempted to contact the reward department by phone unsuccessfully. I have attempted to utilize the chat box feature which directs me to call customer service. When I call customer service I have repeatedly been transferred to XXXX customer service and not the rewards department and again been directed to my cards customer service. I have attempted to use the message center and received a message confirming my points balance and providing customer service number to redeem. I have attempted to utilize the text message option which states my card does not have a rewards feature. When calling today XXXX I spoke to a supervisor who attempted two warm transfers to the reward department. He was able to provide me the names of some of the representatives I spoke with, but not all as he stated not all representatives accessed my account and he had no way to pull the calls. I requested he send me correspondence related to what he could gather and what was being done to address the issues. He stated he could not do this. He attempted to contact the correct department twice. Both times after a few minute hold the line dropped. After the second attempt the supervisor informed me he could not keep trying and it was on me to figure out how to get ahold of that department. He stated there was no way for them to internally communicate. He stated he was not sure why the phone line continued to drop. He also stated he could not send me any correspondence related to our call or attempts to contact that department. I requested to speak to someone else I could file this complaint with. He transferred me to a manager who refused to repeat their name to me. This manager confirmed there was no way for them to internally contact that department. I asked what else as a consumer was I to do in order to utilize the perks of the card advertised and sold to me. He stated he could not assist with this. When I stated I felt this was a scam or form of fraud in order to coerce people to sign up the representative hung up on me. I have attempted to contact and redeem my points in every means possible. I have attempted to escalate the issue and have been met with resistance. The way the phone representatives refuse warm transfers leads me to believe they are aware this department can not be contacted or potentially doesnt exist. The fact that I can not speak to anyone in the company as a means to redeem the points is fishy to me. The XXXX XXXX XXXX app does not provide contact information. The app states I have no points available to be redeemed while all correspondence ( statements, online portal, phone calls etc. ) confirm I have over XXXX points.

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