Citi

Review: I am disputing a charge done to my [redacted] Credit Card in the amount of over $300.00 (I dont know the exact amount), which is included on my last statement. I purchased this unit as 12 months no interest if pay in full. On April **, 2014 [redacted] Member Service approved a replacement of my refrigerator who was malfunctioning since day one. On April **, 2014, they instructed me to go to the same [redacted] Outlet store located at [redacted] and ask for [redacted], Store Manager. On the same day 04/**/14 I went to the store in person and picked the new unit. Manager [redacted] was not available, (he was scheduled to work after 1pm) the associate who assist me called [redacted] over the phone and he instructed the associate to get the sticker from the new refrigerator (the replacement unit price was for $980.00, cheaper than the original purchase price I paid) and put it on his office so he can completed the paperwork. On the same day, I received a phone call from the store Manager [redacted] who confirmed my order and assured me that he was going to process the order and update the new purchase. 2 months later, I was very surprised when I received a call from card services telling me that my account was delinquent, how can this be???? The original refrigerator I purchased on June 2013 was $1563.69 and the replacement unit was for $980.00 (I paid over $1300.00). On October 2014, I contacted [redacted] via email and phone to request information about the my credit card charges but he had moved to another store told me that [redacted] knew everything about this transaction assuring me that he was going to assist me on resolving this issue. I contacted [redacted] several times but I never received a valid response from him. I also contacted the [redacted] Mastercard Service Department to have this issue solved as soon as possible. They opened a dispute and requesting receipts and all related documents which I sent to them immediately. On 10/**/15 I received a letter indicating that they did not received their requested information and as a result they completed their investigation based on the information that was available and closed the dispute case. I also requested my account to be freeze until they solved this issue and looks like they continue adding late and finance charges into my account. I called yesterday 01/**/15 and I was told that my account has been sent to a collection agency. Its been over 3 months and Im positive that I overpaid my [redacted] Mastercard, as soon as the store updates their records with the price difference Im positive that [redacted] will owe me a refund for over $300.00 (I dont have the exact amount).

Product_Or_Service: REFRIGERATOR

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I request to fix this issue and clear my credit from be on a colecction agency, I also request my refund plus conpensation for the time spended.

Business

Response:

[redacted]Hello and Good Day,We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly. Thank you[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

A lady contacted me about 2 weeks ago to let me know that she was going to take care of my complaint and conduct the investigation. I haven't heard from them since then. I'm so sissapointed because due to this issue my credit score went from almost 780 down to 624.I'm expecting for them to fix this issue as soon as possible and fix my credit score back to normal.Thank you!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tell us why here...Good day, We will be corresponding directly with the customer as Citi has not received authorization from the customer to release information to your office.Regards, [redacted]?

Review: I had two Citi credit cards dating back to 2000. Both accounts were in good standing and had NEVER missed a single payment. Citi shut down both accounts with no notice and no option to re-open. I called to complain and figured it would be a 2 minute I'm sorry let me fix that and instead they ended up taking a whole new credit application just to re-open the account that we had already signed a contract for years ago. After my conversation the rep said no problem, the cards will be placed in the mail shortly and sorry for the inconvenience. I was shocked to find 2 letters in my mail today. Letter #1 stating that the first card could not be re-opened and #2 stating that they were shutting down my other account.

I called again figuring this must be a mistake and the service rep told me it was because I have "negative" things on my credit report and to contact them. I have an [redacted] beacon with a paid for house and cars and have never missed a payment in my entire life. My income is in the[redacted] figures, so DTI is not a problem. If Citi treats me this way, I can only wonder how they treat some one with a few minor blemishes on their credit report. This was truly unbelievable that I was treated this way after 15 years of business together.Desired Settlement: Re-open accounts, both of these accounts should have never been closed in the first place. My true reason for filing is so that they change their policies. I do not need the credit right now, but in the future I may, that is why I signed up for the card in the first place. I'm sure others that have this happen to them may not be able to meet their obligations due to Citi's policy of doing whatever they want regardless of a signed agreement to provide credit.

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

There has been no offer of resolution from Citi, only that they did what was within their credit agreement to do. That is their opinion, but does not satisfy my complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Deterioration information reported on all 3 credit bureau agencies

My Name is [redacted], have a credit card with "Citi Bank" Credit Card number is "[redacted] Bank made an error last year and reported that I was late 60 Days in making payments. They reported again on Nov 2014, which is not true. I called them multiple times to resolve this. They accepted that it was an error from their side and trying to fix this but could not fix it yet.

ADDITIONAL DETAILS:

Case is being handled by another organization: Consumer Financial Protection BureauDesired Settlement: I would like Citibank to remove late payment deterioration information from all 3 credit bureau agencies which was reported on May 2014, and updated with same error on Nov 2014.

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: company reported account not mines and balance of $383.00 in which I have no knowledge of nor never received any billing statement of said account

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

demand remove and close said unknown account from credit file and rapid update with all credit agencies of deleted account...NOTE: FORMAL COMPLAINT HAS BEEN FILED WITH "FTC AND CONSUMER FINANCIAL PROTECTION BUREAU"FOR VIOLATION OF FCBA, FCRA AND FDCPA

Business

Response:

Tell us why here...We will be corresponding directly with the customer as Citi has not received authorization from the customer to release information to your office.Regards, [redacted]

Review: I've purchased a product from [redacted] retailer and used my [redacted] card I order to get 12 month of financing w/zero interest. The store failed to request that option and they started charging. I contacted the store several times. Every time they assured me that it will be taken care of and they did nothing. When I called the Csc center they told me to speak with the store which I did. I just got so frustrated so I just let go. They said they will fix it and and nothing. Now they have turned my account over to Midland Credit Management Inc. ref# [redacted].Desired Settlement: Desired outcome is for Citibank to honor and stand by what their associate informs clients when purchases are made. Adjust all interest charges and fees and remove Negative account information from all credit reporting agencies. I've never had any credit problem. I have several credit cards with good stunning and because of this my credit gas been ruined.

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly?

Review: I applied for a Citibank Double Cash Credit Card after canceling 2 citibank credit card with about a 25k limit. I was then approved for a citibank double cash card with a 7k limit. I was told I needed to activate the card in order to speak to a credit analyst to get a card with a reasonable limit. I waited till I got the card and spoke to an analyst who denied me. However she pulled my credit report without proper disclosure. A 2nd inquiry hurts my credit score. I now intend NOT to use my citibank creditcard and I believe citbank did something wrong with the inquiry.Desired Settlement: Remove the credit inquiry from my credit report. You did not have authorization to pull a 2nd credit report. I plan to use my [redacted] and [redacted] card as this point instead of a nice card with a low credit limit.

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business didn't answer my concern.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: As a first time consumer I had purchased $2,800 through [redacted] for Otterbox cases. Not knowing and without a disclosed consent from the seller the items purchased where all counterfeits and violated trademark issues. I came to find this out after attempting to resell the items through [redacted] and had all the accounts restricted/closed. After disputing the charges with Citi that these items were not what the seller stated Citi refused to provide a permanent refund because the items were delivered. I however was not disputing that the items WERE NOT delivered but that it was fake. After researching [redacted] refund policies ([redacted]) it CLEARLY states that I em entitled to a refund. I had purchased a total of $5000 from this [redacted] supplier and the other $2,200 which was purchased using a [redacted] credit card was honored without half of the work because it was confirmed that the seller was not an authorized distributor of Otterbox cases. I would like this Citi to refund me all the cash backDesired Settlement: I can't understand how [redacted] Bank understood, protected, and settled the rights I have as a US consumer. Citi Card on the other hand has pushed me against the wall with a [redacted] supplier which I can't even get a hold of. I also can't communicate with [redacted] since there's no actual customer service department. As a customer for OVER 12 Yrs. I would like a permanent credit based on [redacted] buyer protection page alone.

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The merchant has not contacted me regarding this matter nor has a credit been issued. Please have the merchant contact me or correspond to the correct account/client. Thank You.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: They place a block on my account because they suspect fraudulent activities, not a problem,what I have a problem with is I have no way of resolving it unless I use a landline telephone with my name on it. This is an impossibility as I use a cell phone and will continue to use a cell phone, I will not bend over backwards and sing up for a telephone service just so I can verify my identity. This is the only bank I 've ever encountered that gave me a problem like this none of the other banks or credit card companies I deal with has this itic system in place. And the worst part is they don't care about my situation whatsoever and even went on to suggest I close my account. It's 2015, this archaic system is just downright dumb as people nowadays don' have a house/landline phone that can be identified in the telephone directory, also I never asked them to monitor my purchases so this is even more upsetting.Desired Settlement: I want the block gone, if they can't do that then just close my account altogether because even if they resolve it I have absolutely no trust that they will give me any semblance of customer service. What they've shown me is a lack of respect and understanding, I can't and won't deal with it.

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: Hello,I had a credit card with Citibank ending in [redacted]. I had a balance of $6,398 with a credit line of 6,500. Prior to sending payment for this balance, I had already sent a payment of 150.00 which resulted in having the account overpaid. I closed the account, and I was waiting for a credit balance back to me in the form of a check of 136.35.They received the payment on June *. I called on July *, 2015 and resulted on the closed account having cycled, finance charges of 55.13 being charged to a closed, zero balance account, with only a 81.22.I called in, and Peter claimed they cannot reverse the finance charges.CITIBANK, PLEASE, REVERSE THE FINANCE CHARGES OF 55.13 AND RETURN THE FULL CREDIT BALANCE OF 136.35 BACK TO ME IMMEDIATELY!Thank you,[redacted]Desired Settlement: Please, mail full credit balance in the form of a check.

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: With my employer I have a Citi prepaid card which my last pay was deposited to since my account information was removed for my employers system. The funds are in the account but I can not access them from any ATM's or stand alone Citi Banks. I called customer service and received absolutely no guidance until I spoke with the third representative. I asked if the funds were able to be wired to the Citi bank since it is in the same entity, or to reactivate the card since it technically does not expire until the [redacted] of July 2015. The first representative mentioned to mail me another card within the next week or so. I expressed that it was imperative that I receive my funds as soon as possible and waiting for it to be mailed was not an option. Once the first representative couldn't assist me I asked to speak to a supervisor and was transferred to a young woman named [redacted]. Her tone from the beginning of the call was rude and unpleasant. She returned with remarks such as "when you are done I can speak", "You can say what you please", "there is nothing I can do for you" and other remarks along with manner and tone that made her sound even more unprofessional and unpleasant. I asked for her information such as her name and branch location, she informed me that she is not allowed to provide me with that information. I asked to speak to her supervisor and she then transferred me to another call center and spoke with a representative named TOM and he wrote my complaint (I assume) and advised that I could transfer the money online to my bank account and that it would take less time than mailing a card. He also recommended mailing some form but once I heard that I could wire transfer the money I mentioned to him that not one of the previous two representatives mentioned that option and I was grateful for him but the supervisor [redacted] needs her calls to be reviewed for quality and assurance because I am sure I am not the first customer she performed this behavior on it needs to be reprimanded immediately.Desired Settlement: I would've loved to have my funds immediately without any hassle.

Business

Response:

July **, 2015 Revdex.comCase # [redacted] To Whom It May Concern: Citi® Prepaid Services received the complaintsubmitted on July *, 2015 from [redacted] regarding a prepaid cardissued by Citi Prepaid Services on behalf of Limited Brands Payroll. As a business that aims to provide a positivecardholder experience, we endeavor to resolve all cardholder issues in athorough and satisfactory manner. [redacted] describes a situation where she encountered poor customer service from ouragent when attempting to obtain instructions on how she can obtain her fundsdue to the fact that her card was inactive due to dormancy. After listening to the recorded call that [redacted] is referencing, which occurred onJuly *, 2015, it was determined that our agent did not act in a professionalmanner and did not relay all options available to [redacted] in order for her toobtain her funds in the quickest manner. We appreciate the feedback that [redacted] has provided and we will befollowing up with this agent in order to prevent any future situations such asthis. [redacted] may contact a dedicated service agent at ###-###-#### between the hoursof 9:00 AM and 4:00 PM EDT, Monday through Friday to discuss additionalquestions or concerns surrounding this inquiry. We regret that [redacted] encountered this situation. If the Revdex.com shouldhave any additional questions, please feel free to contact me at the number andinformation found below. Sincerely, Leanne J. K[redacted]Customer Service Manager, CSOperations[redacted]

Review: The credit card account was originally opened in February 2015 at a [redacted] store location. We were told at that time that we can wait until we receive our first bill and then we could call and change the due date. Since February, we have tried on two separate occasions to call and get this done.

My wife first called on July ** 2015 to get this changed and she was informed at that time that she was not allowed to make any changes on the account without permission from the account holder. So after staying on the phone for close to an hour and speaking with a supervisor, [redacted] was told that [redacted] needs to write a letter giving his permission for her to be able to call in for any customer service issue. [redacted] wrote the letter asking to give [redacted] full authorization to make any changes or get any information regarding the account. They gave us a specific address of [redacted] and said to put the account number on the letter along with his signature. The letter was written that day and mailed in just as we were told to do.

On July **, 2015 [redacted] called back again after giving the letter sufficient time to get there and she once again requested a due date change from the [redacted] of each month to the [redacted] of each month. At that time she was told that they had received the letter and it was worded perfectly but that it wasn't a Power of Attorney so they won't recognize the letter.

This was the first time anyone said anything about a Power of Attorney.

[redacted] has now spent several hours on the phone with several people and has been told several different things about this. We keep getting late charges on our account because my husband gets paid on the [redacted].Desired Settlement: I want them to stand by what they said in the beginning when they told us to write a letter and include the account number, the request and it must be the original with [redacted]'s signature.

We did exactly what we were told to do so I want Citi to do what they said they would do.

I also want all late charges refunded that we have incurred during this and I would like a credit for my time wasted on the phone. My time is valuable and I don't think it's right for Citi to treat us like this.

STAND BEHIND WHAT YOU INSTRUCTED US TO DO!!

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted]

[redacted] They have responded but to date, there is no resolution to the problem of adding my wife to my account as a person that can call and make changes or get any information she needs. I was able to add her as a user to the account by using the online tool. However, she still can not call and get information or ask for help regarding late payments or fees. I was told by their customer service agent that all I had to do was to send a letter asking for this to be done. So I did that. I included my account number and my signature and I mailed it to the address they told me to use. After I did exactly what I was told by one ** agent, then a different agent told me that I need a Power of Attorney in order to do this. Each person will tell you something different. At the time I applied for the card, they approved us because [redacted]'s income is added in. We are married and I want this to be a joint account. I want my wife to have equal rights on the account. To date, none of this has happened. They send me letters now telling me to call their legal department during their business hours. Those hours are the same as my hours when I am at work and I am not going to take time off just to call them. I did exactly what they said to do and now they are making it difficult. Thank you, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly?”

Review: I used a promotion with my new [redacted] access card to buy a [redacted] phone, and I was supposed to get a refund back. I call and email them once or twice a month and I get different responses from different people. Once I was told I satisfied all the conditions of the promotion. They said that in writing. On the phone the customer service reps from India or wherever they are, they are telling me they do not know. Today I got another email from them saying I did not buy my promotional [redacted] phone from their secret link. But I did, there is not other way to buy it.Desired Settlement: I would like the promotional $650 to be sent to me as a check since I do not have balance on my credit card

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact them directly?

Review: When I signed up for a credit card, I was told Thank You points did not expire. My points did in fact, expire due to inactivity. Citi never sent any communication before or after this happened - either via mail, email, phone, or any other method. Furthermore, they then cancelled my card for not using it despite the fact that I have excellent credit and have never carried a balance on it from month to month.Desired Settlement: Reinstatement of all Thank You points.

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact them directly?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Citi partially refunded my Thank You points and re-opened my card, but not all of my points. They insisted that they did not need to email/mail me of points expiration because it was included in my electronic statements - which I never see as my card is set to autopay from my bank and I view my transactions on their website without actually downloading the PDF statements. I would like to see statements of my previous account balance and see exactly how much (in points or $$) I am owed and have the full amount refunded.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact them directly?

Review: This is in regards to account ending in [redacted] for [redacted]

I recently signed up and was approved for the ** Citi Platinum Select. Before I signed up, I read the fine print details that stated -

“*50,000 American Airlines [redacted]® bonus miles can be earned by new Citi® / [redacted]® Platinum Select® [redacted]® cardmembers approved through this offer. Earn 50,000 American Airlines [redacted]® bonus miles after making $3,000 in purchases within the first 3 months of account opening. American Airlines [redacted]® bonus miles are not available if you have had a Citi® / [redacted]® Platinum Select® Card opened or closed in the past 18 months.” (I also have a snapshot of this to prove this)

Indeed, I have never had the Citi® / [redacted]® Platinum Select. I had the Citi Executive card last year, but never the Citi® / [redacted]® Platinum Select. Per your agreement, that I signed up to, the promotion would apply. To ensure there was no confusion about this, I also called Citi before I starting using the card, and they also told me that I would receive the promotion once I met the spending limit.

I met the spending limit several months ago and was fully paid off, and called up recently to check why I had not received the miles into my account. I was told that after I already had the account open, that the promotion was removed from my account as that the promotion exclusion applies to all Citi Advantage family cards. However, this is completely the opposite of what I was told when I checked initially, as I wouldn’t have started using the card if I was told that information. This is also not the wording in the agreement/contact, and again, I wouldn’t have signed up for the card if it mentioned the Executive card or Citi Advantage card family.

I find the situation very fraudulent and a clear breach of contact, as I would have taken my business somewhere else, where I would have received a promotion based on my spending. When I talked to an account manager they told me there was nothing they can do. It is unfortunate that I have to escalate this matter to this level.

Per the contract/agreement I signed up to, please let me know when the promotion will be awarded, or otherwise, please go ahead and refund all payments to the CC so I can use that towards a different rewards program from a different business.

Also note that Citi incorrectly had provided me a Platinum card last year which was never used, and corrected their mistake and provided me with the Executive Card. THEREFORE, I HAVE NEVER HAD THE PLATINUM CARD OR RECEIVED A PROMOTION WITH THE PLATINUM CARDDesired Settlement: 50,000 American Airlines [redacted]® bonus miles per the agreement that I signed up to and met

Business

Response:

We have corresponded directly with our customer. If you would like tofurther discuss the resolution, may I suggest you contact him/her directly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The breach was not resolved per their letter. Here is my response - I received the the letter on August [redacted] from the Office of the President and it DID NOT resolve the issue/breach. To re-iterate, the card ending in [redacted] was never activated and never used. Please feel free to check your records to confirm. As you stated from the call log, correct, I had called in to switch to a different card prior to the account ending in [redacted] being activated or used. The only reason why I had signed up for the account ending in [redacted], as on a previous call, this is what a Citi Employee had informed me to sign up when I asked which card had the best features when I discussed the various card options. However, after doing some additional research on my own, I found that the Citi Executive card was available which provided better features, and I was never made aware of this card. Otherwise, I would have signed up for the Citi Executive in the first place (even though it carried a 450 fee that I paid). Again, the card ending in [redacted] was never activated and never used. No charges were made to the card. (please feel free to check your records) Due to this “technicality”, and as stated before, I called Citi prior to obtaining the new Platinum card, as I wanted to make sure I was still valid for the miles promotion. We reviewed it, and they stated that I still was, since I never activated or used the Platinum card, and explained the situation from when the account had been previously opened/closed. I wouldn’t have signed up or used the card if I wasn’t provided this information directly from a CITI employee. Once I received the most recent Platinum card, I again confirmed with a CITI employee before using the card that the promotion would apply and I was told it would AGAIN. If this wasn’t the case and I wasn’t told this, I would have simply waited a few more months, and then the promotion would have applied per what you are claiming (almost misleading me to sign up early to void the opportunity).I found out later that several days into the card being activated and being used, then the promotion was taken away (please check your call logs). This is extremely misleading and fraudulent.Also, when I first called up Citi about not seeing the promotion in my account, I was told that the reason for this is that I already received a promotion on the Executive card, and that the agreement includes the family of cards (Platinum and Executive), although only specifically states the Platinum card in the agreement. Now, I am being told that the reason the promotion was not awarded is for something different. Again, this is highly unprofessional and suspicious due to the continued misinformation from Citi.I also contacted ** on this matter. I provided them with the information and the letter from Citi. They were extremely displeased with how the situation has been handled. They unequivocally stated it is completely with Citi’s ability to award the miles. It is sad that customer service and quality is diminished so dramatically and obviously Citi no longer cares about individual clients. My wife has had a Citi card for over 10 years, and we have spent well over six figures on the card in just the last couple of years. I also use Citi for my businesses. As Citi is trying to be negligent over this issue based on a technicality that Citi created in the first place, we will be closing all of our accounts. Maybe this loss isn’t significant enough for Citi, but this lost revenue and future business will far exceed the cost of this promotion.The only comprise I can offer is that since the account ending in [redacted] was “closed” on April *, 2014, another Platinum card could have been opened on Oct,* 2015, with the promotion applicable, if I had not been told false and misleading information several months ago by your employees I would have waited until this time. Therefore, if you go ahead and wait and apply the promotion at that time, as the spending amount as already been met and paid for, I feel that would be fair, and if your company wants to do this right thing. I’ve also tried calling the senior account rep (Kisha) 3 times and have left 3 messages, and never received a call back.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: My wife wanted to use our miles on an airplane ticket that costed 572 dollars, [redacted] cancelled her reservation. Next time flight costed 972 dlls

September **, 2014 my wife called [redacted] miles to buy an airplane ticket from [redacted], [redacted] to [redacted],the flight costed 572 dlls and [redacted] was going to return us 300 dlls in 3 statements.September ** th they send an email giving the number [redacted] as redemption of the 22,500 miles. September [redacted] cancelled the reservation without any reason, they just informed that they could not process my credit card.

My wife called again and her resrvation remained exactly with the same flights and prices. September ** she gets confirmation [redacted] and redemption [redacted]. September ** they cancelled her reservation again, but this time she founds out until october *, 2014.

October * called [redacted] and they informed her the this reservation was cancelled because my credit card had no funds, so she had to called customer service. This area told her that there was any problem with the credit card, so she had to call miles again. They did not care so they did not resolve her situation. She was five hours trying to solve this problem. This guy named Ever or Eder hang up on her and they did not answer again. Finally when they did they got a supervisr who just speaked english, trying to scare my wife because we are [redacted]. This time the flight costed 972 instead of 572 dollars. They told us that the credit card had no funds. First time I heard a credit card has no enough funds.

At noon a nice employeer named Elizabeth M[redacted] helped her out and called another supervisor named Oscar S[redacted] who told her that they needed to open an investigation because miles never tried to charge the reservations, he told my wife that they had to check the [redacted] system to check who commited thgis terrible mistake. I told my wife to go ahead with a new reservation even the cost was 400 dollars higher than the initial price. The confirmation number was [redacted], redemption [redacted], and 22,500 miles were discounted. They charged my credit card with the total of 972 dlls, Oscar S[redacted] informed that [redacted] was going to return 300 dlls in 3 statements.My wife returned and she was hoping there was an answer but at this time we have not heard from [redacted]. They charged 972 in the january statement and they discounted the 300 dollars. This complain was sent to [redacted] in [redacted] and they have not give us any explanation.Desired Settlement: I want [redacted] to reembourse 400 dolars, I did not cancelled any reservation neither my wife so we want 400 dollars back.

Consumer

Response:

At this time, I have not been contacted by Citi regarding complaint ID [redacted].Sincerely,[redacted]