Citibank Credit Card Complaint

Citibank Credit card department,

Rewards Georgia

After being a loyal - - - and - customer, I recently expanded by loyalty to Citi to only endure a disturbing experience as follows : I had responded to, and was accepted for, a Citi - - offer for - awards points. I began using my card while on vacation in -. My Citi card was immediately breached and I was the victim of fraud. The card had to be closed and a new card had to be issued.


I paid off the breached card in FULL. I activated the new card and resumed making charges. Citi has denied its commitment to honor the - - - points. After we activated the replacement card we called Citi to reconcile the account to determine how many more dollar purchases were remaining to receive the deposit of the - - - points. We were informed by a Citi representative the - would not be honored due to the delay in making our purchases within the timeframe. We were SHOCKED no consideration was offered due to other fraud issue that was not our fault. Any access to our card information was due to insecure Citi systems since the card never left our possession. We have been contacting Citi for over 30 days through multiple channels only to be stonewalled and deflected ( voice mails were left with no phone number or contact information ). We finally reached -, a Citi representative, who contacted - -. - indicated they would be willing to issue the - points as promised. - then contacted the Citi department to have the award of our points authorized but then told us it was being denied by Citi. At this point, we were completely frustrated and felt like we had become the victims of a bona fide " bait and switch. '' Due to the delay and inconvenience caused by the fraud issue, I am shocked and disturbed Citi is taking such a hardline approach to this. Because I suffered a breach in security with the fraud issue, I believe anyone would think it reasonable for Citi to make a concession and offer some additional time to make the required purchases. ISSUE There is no protection for a consumer to be able to make purchases when fraud has been committed. The delay caused by the card being closed should not penalize the consumer. Citi should make reasonable and fair provisions for the opportunity for purchases to be made. THE ASK Citi to reissue the card and honor the award of the - - - points. Any help you could provide would be greatly appreciated.