Consumer complaint received 2025-12-29 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: IL

Complaint narrative:
XXXX I received an email ( attached ) while I was at home sick and resting, stating that {$670.00} of my credit card rewards ( XXXX points ) had been redeemed, set up for a transfer to a checking account that was not mine. I called Citibank to report it, because I had not made this request, nor was it being deposited to my account. I got bounced around a few times, but ultimately a representative opened case XXXX. I was advised not to worry, that they would be able to cancel the transfer and reinstate my points. I was told NOT to change my account password, as that could interfere with the investigation. I was advised I would receive an update after XXXX business days via email AND a letter ( neither happened ). 

XXXX I woke up to XXXX emails ( attached ) in the morning stating that various amounts around {$10.00} each were PAID to my Citi account. I did not make these payments. After that, I got another email ( attached ) stating that I should finish the Citi XXXX loan that was started. I never started an application for a Citi XXXX loan, so I called to update Citi support about all the new info. I also found an email ( attached ) that came in the day before, stating a new payment account ending in XXXX was added to my Citi account, that email arrived AFTER the point redemption email. I advised support about all the emails, and that obviously someone has been accessing my account. The rep closed that card account and sent me a new card, and I changed my account password. I even suggested that maybe the XXXX ~ {$10.00} payments were made so that the fraudsters could use that account to redeem my rewards to. 

XXXX I never received an update so I called Citi XXXX After being bounced around between reps, I got to a supervisor that advised the case had been closed, but she didn't know why I didn't get the points credited back to me. She said she would have to email that department for an update, it would be another XXXX day turnaround and I should get a call and letter. 

XXXX Still no contact from Citi XXXX I started calling back. I was disconnected several times. I finally got a rep that was going to transfer me to a supervisor, then he advised that a supervisor declined the call. That the case was still closed, and apparently no emails to reopen the case and figure out why I didn't get the points credited back to me had occurred. He said he would have to start a new case. At this point I was getting really angry, rep stated I would have to call back in to get in line if I wanted to try talking to a supervisor again. 

XXXX I sent a message to Citi support via XXXX XXXX. ( Conversation screenshot attached ). I asked for a higher level of support, because I was getting nowhere with the people I had been talking to. They promised a supervisor would call back. I did have to send a message after going a couple days without hearing anything. 

XXXX A supervisor called me, saying he would be my main point of contact until this was resolved. But I am unable to call him, I have to rely on him calling me. He looked at the previous case, and advised that it wasn't closed because it was resolved, it was closed because of lack of information. Yet no one had ever contacted me for more information. He also advised that there were notes saying the point redemption had successfully gone to MY checking account. I told him that account it was sent to was definitely not mine. He stated that ACH payments for point redemption could only go to verified Payment accounts, so it had to have been my account the rewards were deposited to. That is when I told him that the account ending in XXXX was not mine, it was added to my account the same day the points were redeemed, and that I assume they made those XXXX payments so that they were able to redeem to XXXX. He seemed to understand my point, and said that he would have to open another new case ( XXXX ) to have them research. I also advised that that account ending in XXXX is still showing up in my city account in XXXX different places. Under payment methods, and also as a method to redeem more reward points to. He said that account should be removed once they complete the investigation ( which I had already been told that before ). Again, he said this process would take another XXXX business days, but he would personally be the one to call me back and said that I would hear back from him on XX/XX/XXXX with an update. He stated they should be able to either reverse the payment originally sent, otherwise they would be able to provide me with a letter that I could get in touch to the fraudsters bank to provide and have them reimburse me. That did not sound logical or likely to me, but I agreed to wait to see what the department handling the case found. 

XXXX I receive a letter dated XX/XX/XXXX ( attached ) stating that my {$670.00} refund had been sent to my bank on XX/XX/XXXX. To contact my bank to confirm the funds were credited. But THAT WASN'T MY ACCOUNT. Letter also provided an ACH tracing number. 

XXXX I sent another message to XXXX XXXX XXXX XXXX that I didn't get the call back that I was promised on XX/XX/XXXX. 

XXXX Received the call back from the supervisor. He stated that he looked at the case, and saw that they had provided me with the letter. Advised that I need to contact XXXX explain that one of their customers had fraudulently redeemed my points to their account ending in XXXX, and provide that ACH trace number and letter if necessary. That they should open an investigation to either ultimately send me the money directly, or transfer it back to Citi. I expressed that I felt it to be very unlikely that another bank would talk to me at all about this situation, given that I am a random person to them with no account. He assured me that they would have no problem starting this process, as it falls under the rules and guidelines that all banks have to follow. 

XX/XX/XXXX ( today ) - I called XXXX, XXXX, And XXXX. I was unable to get to anyone at XXXX because their automated system wouldn't let me through to a person without entering a valid account number or social security number. Both the XXXX and XXXXXXXX XXXX reps had the exact response I expected. They stated they were unable to look into any account without the full account number or social security number, neither of which I have because they belong to the people that fraudulently stole my rewards. They also advised that they have no way to do anything with the ACH tracing number or letter that I advised I could provide. They echoed my thoughts, and agreed that Citibank should be the ones reaching out to them as part of their investigation seeking to reverse the payment and get my funds back. 

After those disappointing but expected outcomes, I called back into Citi. I ultimately got to a supervisor to explain my situation, because I didn't want to wait until XX/XX/XXXX for the other supervisor to call me back. She accessed my account and stated she could see the letter sent XX/XX/XXXX, as well as saw that the case was closed on XX/XX/XXXX due to no fraudulent activity found. I am absolutely blown away that they could come to that conclusion that no fraudulent activity was found, when there is still a payment account that doesn't belong to me in my Citibank account. This has been one of the worst customer service experiences I have ever had, and Citibank dropped the ball big time. Once I get this ( hopefully ) resolved, I will be switching to a different bank.

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