Consumer complaint received 2024-05-03 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: TX

Complaint narrative:
Ive been Citi cards customer for XXXX years and all my accounts are linked to a single ( my ) Citi Thank You Rewards a/c where I had accumulated over XXXX rewards points ( while having multiple credit cards and one bank account linked to their rewards a/c ). 

While speaking with one of the Citi customer rep in XX/XX/2023, I was pointed that Im paying annual fees for multiple cards but only using one card regularly ). At that point I had request to close one of the credit card ( which I had stopped using recently to save {$95.00} annual fees ). 

During the call, rep may have gone through a standard script of terms like payoff any balances, etc etc BUT NEVER DISCUSSED THAT I WOULD LOSE XXXX REWARDS BY CLOSING OF THIS CARD nor I had received any WRITTEN MAIL AFTERWARDS stating that I AM ABOUT TO LOSE XXXX REWARDS ( translates to $ XXXX in cash ). 

I had learned during holidays XXXX ( XXXX ) while making a travel request with rewards that a large sum of points have expired. At that point I had called the customer service ( went back and forth multiple times between Citi Cards & Thank you Rewards reps ) and finally after few weeks of back and forth I had requested to escalate the issue and spoke with the supervisor on Rewards side to investigate and reinstate my points ( cos I was not informed by Citi about expiration policy of those points nor given a written notice with specific details stating XXXX rewards were going to expire on such and such date. The supervisor took all the info and promised to call back in 10 business days. After waiting for 3+ weeks I had called again in early XXXX and then few weeks after called again and again several more times ( each time I had to wait for 30+ min before I could speak with the rep and explain the whole situation again and finally after 20-30min more request to escalate to their supervisor ( this process was repeated at least 4-5 times over XXXX weeks duration ), with absolutely XXXX RESPONSE FROM the THANK YOU REWARDS. 

Finally, I had called both Citi Card + Thank You Reward and respectively asked for responses to my multiple complaints in 4+ months but didnt hear back, hence as a final measure I wrote a formal complaint and sent it to their Customer Relations by USPS mail for which I did get a response back advising to call their XXXX number to re-open the account so, they can reconsider option to reinstate my points to my account. 

Upon calling that number I was informed that now I had passed duration that is longer than allowable grace period, hence its not possible for them to re-open my account.which brought the whole conversation back to where I had started. I did try to explain to them that it has been 5+months I had been going in circles with your customer service, but that didnt help and I am still stuck without any resolution.

To me this is unacceptable.if I owe Citi even {$1.00} then I get statements and emails and text alerts for balance / late payment, but they didnt have a decency to notify me via an explicit mail / email / call / text that I am about to lose XXXX reward points ( which I had accumulated over my long tenure of relationship and I would lose by faulty process on their end which forgot to EXPLICITLY NOTIFY CUSTOMER OF WHAT WOULD THEY LOSE Im filing this formal complaint to seek your help to augment my fight with Citi Cards and their Thank You Reward program to reinstate my points while setting an example for them to avoid such issues from happening to other customers who may not have time to pursue directly with Citi Cards XXXX 

Thank you in advance for your support and looking forward to hearing back!

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