I applied for a Citi Forward credit card, intrigued by the promise of 5 reward points per dollar spent on restaurants and books. I applied from the following website: The Citi Forward® Card
I closely read the terms and conditions, which state that "Unless you are participating in a limited-time offer, you will earn five ThankYou Points for every dollar you spend on purchases at (1) book stores, (2) record stores, (3) restaurants, including fast food restaurants, (4) motion picture theaters, and (5) video entertainment rental stores." So, as would any reasonable person reading that, I assumed I would receive 5 points for purchases in these categories.
Not so. On my first statement, I noticed that I only received one point for every dollar spent, even on the categories clearly specified to receive 5 points in the Terms and Conditions.
I immediately sent a message to customer service through my online account. They stated that I was "not eligible" for the 5 points offer, and would have to send proof that I was. However, I have no physical proof, as I applied online, not in response to something they sent me.
I called customer service a few days later, where a very helpful representative assured me that this was a mistake, that my account should receive 5 points for the specified categories, and that it would be corrected immediately.
It wasn't, so I called back a few days later. I was put through to a manager who was exceptionally unhelpful. She refused to change the way points are awarded on my account, saying that their application records say that I applied for a card with only 1 point per dollar spent. Their records are wrong (or they are lying), yet Citi refuses to admit that this is a possibility.
This is extremely frustrating. I have a credit score above 750, a stellar credit history, and a high credit limit. I applied on a website stating certain terms and conditions (5 points), yet they refuse to acknowledge this, and instead apply whatever terms and conditions they feel like (1 point). The website is still up and functioning, so anyone who can use a web browser can see that the offer I responded to clearly lists 5 points in these categories.
It is also very frustrating when I contact customer service, and they admit a mistake and promise to fix it, yet when I call back a few days later they refuse to admit that they have made any mistake in the first place - and make no effort to correct anything.
When I apply for a credit card under certain Terms and Conditions, I expect that Citi will honor them, but this is clearly not the case. Certainly not much of an incentive to be a customer of Citibank.... Any help on how to remedy this would be appreciated!