Consumer complaint received 2025-12-07 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: FL

Complaint narrative:
On my statement dated XX/XX/XXXX, I discovered that {$410.00} disappeared from the Dividend Dollars rewards balance on my account. 

I called Citi immediately upon receipt of this statement on XX/XX/XXXX, and spoke to a number of frontline agents who eventually advised that Dividend Dollars expire after 1 year of activity. 

I was never informed of this policy during my entire time as a cardholder or given any kind of warning before the Dividend Dollars were removed from my account. 

During that same phone call on XX/XX/XXXX, I requested to speak with a supervisor and was transferred to a woman named XXXX who advised that she was going to initiate a dispute regarding this and that the Dividend Dollars would be returned to my account within 7 to 10 days. 

I called Citi again on XX/XX/XXXX to follow up since the 7 to 10 day timeline had passed and spoke to an agent named XXXX who advised my case was still in process and that I would have an update by XX/XX/XXXX. 

I called Citi again on XX/XX/XXXX to follow up and spoke with an agent named XXXX who advised Id have to call back on a weekday as the relevant team doesnt work on weekends. 

I called Citi again on XX/XX/XXXX to follow up and spoke with an agent named XXXX who advised there were still no updates. I requested that my case be escalated as we were well past the timeline I was told by XXXX where I would get my Dividend Dollars back. I was told the case had already been escalated and to call back again in 3 to 5 business days. 

I called Citi again on XX/XX/XXXX to follow up and spoke with an agent named XXXX who advised there were still no updates from the relevant team. When I pushed back regarding all the erroneous information I had previously been provided and asked if I needed to file a CFPB complaint in order to get my Dividend Dollars back as I was promised on XX/XX/XXXX by supervisor XXXX on a recorded line, she placed me on hold and came back to advise they wont be about to reinstate my Dividend Dollars as they expire after 1 year of inactivity. I thanked her and advised that I would be escalating this case to the CFPB as it was clear Citi was unable to help directly. 

I am attaching a copy of my XX/XX/XXXX statement to this complaint showing my {$410.00} balance in Dividend dollars as well as a copy of my XX/XX/XXXX statement showing a {$0.00} balance in Dividend Dollars. Neither of these statements disclose any expiration policy regarding the Dividend Dollars program. 

I am also attaching a copy of one of the emails that cardholders are sent by Citi quarterly in order to sign up for the quarterly 5 % bonus categories offered by the card. There are lengthy terms in that email, however none of those terms disclose anything about an expiration policy either.

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