Consumer complaint received 2026-05-25 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:
I am filing this complaint against Citibank , N.A . regarding their failure to honor a promised legacy benefit following the conversion of my Barclays AAdvantage Aviator Red credit card to a Citi AAdvantage card, and their subsequent failure to resolve this matter despite multiple promises to do so. Background : My Barclays AAdvantage Aviator Red card was converted to a Citibank AAdvantage card on XX/XX/year>. My card anniversary date is XX/XX/XXXX, confirmed by my consistent annual receipt of the Companion Certificate via email from Barclays/American Airlines on that date each year. Prior to the conversion, I had met the required {$20000.00} annual spending threshold under my Barclays card terms to earn an American Airlines Companion Certificate ( {$99.00} plus taxes/fees for a domestic round-trip flight ). The certificate was due on XX/XX/year> and was never issued. Citis Public Commitment : When announcing this transition, Citi publicly confirmed to multiple major media outlets including XXXX XXXX XXXX that the Companion Certificate would be honored as a legacy benefit for converted Barclays cardholders. A Citi spokesperson stated that former AAdvantage Aviator Red cardmembers could still use the Companion Certificate for a limited time, and that any future changes would be communicated in advance. My Attempts to Resolve This Matter : XXXX. I contacted Citi by phone. The representative had no knowledge of the legacy benefit and could not assist me. XXXX. I submitted a formal written complaint to XXXX on XX/XX/year>. XXXX. Citi responded that they could not assist via email and offered a callback window of XXXX XXXX XXXX on XX/XX/year> ( XXXX XXXX ). I accepted and waited the full hour. Citi did not call. XXXX. At XXXX PM, Citi sent an apology email for the missed call and offered a second callback window of XXXX XXXX XXXX. I again agreed and waited. Citi did not call a second time. I waited XXXX hours on a federal holiday for XXXX promised callbacks that never came. I have now exhausted every reasonable avenue to resolve this directly with Citi. What I Am Requesting : I am requesting that the CFPB require Citi to : XXXX. Issue my XXXX American Airlines Companion Certificate as earned under the Barclays Aviator card terms. Or if that is not possible, XXXX AA frequent flyer miles. XXXX. Provide written clarification of their legacy benefit policy for all converted Barclays cardholders. This issue likely affects a significant number of former Barclays cardholders whose anniversary dates fell after the XX/XX/year> conversion date but who had already met their spending thresholds. Citi made public commitments to honor these benefits and is failing to do so. Account Information : Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX, NC XXXX Phone : XXXX New Citi Card ( last XXXX ) : XXXX Former Barclays Card ( last XXXX ) : 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