I had two credit cards with Citicards and both were connected to the Thankyou rewards points network and all the points were combined as one account.
Family illness and deaths forced me to look at ways to save. I called Citicards and asked, if I cancel the Citicard American Express card with a $99 annual fee, would I lose my points? I was told that because I still had a Citicard credit card account that would remain open, the points would not be lost and would remain in my account.
A few months after that call, I called and did cancel the Amex card before my next annual fee was due. The customer service rep that helped me never told me that I only had 30 days to use the points or I would lose them. About a month later, I lost 60,000 points that were deleted from my account.
I called Citicards on May 31. I was told that the first Customer Rep was wrong and I only had 30 days. I asked why I was not told this during the cancellation phone call with a second customer service rep. This third Customer Service Rep said I should have been told and he claimed he opened up a dispute, my phone calls would be reviewed and I would be notified by mail with a decision within two weeks. I never received anything from citicards.
I called again on July 20 because I never heard another word from Citicards. I was informed by this new, fourth Customer service rep that a dispute was NEVER opened on my behalf and it was to late. Needless to say, I was angry and this customer service rep said he was going to contact a supervisor and would call me back by the end of the day to see if anything could be done
Today is July 26, I have never heard from citicards. The last customer service rep never called me back. What a surprise. It seems he followed the same pattern as all the others I dealt with.
So, not one citicard customer service rep that I have dealt with has told the truth, followed through, or
returned a call as promised. It seems, if they don't know the answer, they make it up as they go along to get you off the phone or outright lie.
I dealt with four different people in customer service and never got the truth, or the service they promised. Four separate calls, four lies, four promises, four ripoffs.
Do not trust citicards or their thankyou program. You will be lied to and deceived. Get everything in writing and RECORD all your phone calls. There is nothing trustworthy about this company or its programs. I have found other examples on line where their customer service reps have told lies or where one service rep will claim one thing and another will contradict.
I lost 60,000 points because I believed the information that I was given by a citicard customer service rep. Shame on me if I hadn't asked, but I did. Don't make the same mistake. Get another credit card with a reputable company you can trust. The only thing you can trust about citicards and their thankyou network is that you can't trust them and you will never get a correct answer.
If anyone at citicards wants to contact me with the truth and rectify a problem that arose from the lies that your customer service reps told, that would be refreshing and well overdue and, perhaps, somewhat redeeming. I'm not holding my breath. Warning, if you do call, I will be recording.
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