Consumer complaint received 2026-05-04 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
I am the primary cardholder on a Home Depot XXXX XXXX XXXX XXXX Credit Card ( account ending in XXXX ), issued by Citibank , N.A . through Citi XXXX XXXX. The card is advertised as earning XXXX XXXX rewards '4x faster ' on Home Depot purchases. I also hold this account with two authorized buyer cards ending in XXXX and XXXX. My account shows a lifetime spend of {$260000.00} and a 2026 year-to-date spend of {$21000.00}. However, my Home Depot XXXX XXXX XXXX XXXX shows only {$17000.00} for XXXX a figure that includes purchases made by all payment methods ( cash and card ), not just credit card. This means the 4x multiplier advertised for the XXXX XXXX Credit Card is not being applied to my purchases, and many of my card transactions are not being transmitted to or recorded by the Home Depot XXXX XXXX XXXX platform at all. Under the advertised 4x benefit, my {$21000.00} in XXXX card spend should generate approximately {$84000.00} in XXXX XXXX XXXX XXXX. The shortfall of {$66000.00} in uncredited loyalty spend for XXXX alone has caused me to miss approximately 10 perk-tier unlocks and corresponding XXXX XXXX XXXX awards. Applying this failure to my {$260000.00} lifetime spend, the total uncredited loyalty spend approaches {$780000.00} across all years. I contacted Citibank by phone regarding this issue. A Citibank representative confirmed that all three cards on the account ( XXXX, XXXX, XXXX ) are eligible for and earn rewards. However, Home Depot 's loyalty platform continues to fail to receive or process these transactions correctly, and Citibank has not resolved the data-feed issue between Citibank and Home Depot that is causing purchases to go unrecorded and the multiplier to go unapplied. I have also reported this issue to Home Depot beginning in XX/XX/XXXX approximately 6 to 10 phone calls to Home Depot 's customer service line, plus multiple in-person store visits. Each time, I was promised resolution within 24 to 72 hours. No resolution has occurred in more than six months. Home Depot told me on one occasion that only the primary cardholder earns rewards, which was directly contradicted by Citibank 's own representative demonstrating that false information has been provided to me to discourage me from pursuing this complaint. The failure to deliver advertised credit card rewards constitutes a potential UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ) violation under the Consumer Financial Protection Act. I reference the CFPB 's XX/XX/XXXX Credit Card Rewards Issue Spotlight and CFPB Circular XXXX, which identify non-delivery of advertised rewards as a potential deceptive practice subject to CFPB supervision. What I believe is fair : Full retroactive credit of the XXXX XXXX XXXX multiplier on all eligible purchases on all three cards for all affected periods ( XXXX and XXXX ), plus a complete audit and reconciliation of all card purchases not recorded in my XXXX XXXX history, with all corresponding perk-tier awards issued.

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