Citibank Bank Account Or Service Complaint

Citibank Bank account or service department,

Checking account Account opening, closing, or management New Jersey

I am writing to complain that I have a basic checking account with Citibank for the past 5 years and they have been offering this thank you points program which my account is not even eligible for. I even have a thank you points account. I was told by the thank you points online chat that I would need to speak a customer service agent on the bank account side. I proceeded to do so and was told by the customer service agent that my account isnt eligible for thank you points since its basic checking. My question is why would you have a consumer who has been a good customer be set up with thank you points account and not give them points nor explain to the customer that they are not eligible yet they have an account for thank you points set up? If you look at the last page of the uploaded documents it says I have - rewards and happily shows me that I have nothing? This does n't make sense?