Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5695523
Complaint Overview
Complaint ID: 5695523
Company: Citibank, N.A.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
State: California
ZIP Code: 902XX
Date Received: 2022-06-21T12:00:00-05:00
Date Sent to Company: 2022-06-21T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
The company, Citibank, has already reimbursed the money I felt owed. The purpose of this complaint is to report a practice that should be illegal. I have had a Citibank Double Cash card for many years. I am supposed to receive 2 % cash back on purchases. A few months ago, my cash rewards began to appear as " Thank You Points. '' I called Citibank to ask for an explanation. They explained that each point is worth XXXX cent. On several occasions, I have redeemed some of my points toward a statement credit, and they have indeed counted each point as XXXX cent. Today, I purchased a {$60.00} gift card on XXXX. I noticed that there was an option to use Citibank Thank You Points. I entered {$60.00} and made the purchase. I soon got an email confirmation from Citibank saying that I had used XXXX Thank You Points. This is equivalent to {$75.00} -- a 25 % markup from the {$60.00} I thought I was paying. The fact that Citibank charges a 25 % fee to use Thank You Points is not explained anywhere on their website. ( I could have simply paid with my Double Cash Card and then redeemed the points for a statement credit with no 25 % additional charge. ) I called Citibank and asked where the 25 % additional charge appears on their website. The agent put me on hold for a long time and came back and explained that this information is NOT on their website. She said it was in the terms and conditions I received when I received my Double Cash card. However, I received my Double Cash card many years ago when there were no Thank You Points. This seems to me to be an unethical trick that ought to be illegal. It should have been clearly explained that using Thank You Points for purchases incurs a 25 % fee. Surely no one would use Thank You points for purchases if they knew about the additional 25 % charge, since they could simply redeem their points for a statement credit.
Frequently Asked Questions
What is Complaint #5695523 about?
Complaint #5695523 was filed against Citibank, N.A. regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2022-06-21T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with non-monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.