My friend racked up a lot of rewards points and used them to partially pay for a flight to her home country. Nearing her flight date, she put her house on the market and surprisingly it sold in one day. The people buying the house wanted to move in very quickly and her trip would cause her elderly husband to handle all the moving by himself, which was impossible. We called Citi right away and was redirected to MULTIPLE places. the airlines, back to citi, this department, that department, back to the airlines again. Not to mention, my friend had insurance for trips through the rewards points that was supposed to “protect” her through situations like this. Nope. FINALLY, we figured out what we needed to do. We did it, then she got in a letter with a negative balance. Whew, one month of work finally paid off. Just kidding, they charged her card with the cost of the flight because she was supposed to receive a letter that she needed to sign and mail back confirming she wanted the money back. She did not receive this letter. We call again, redirected redirected redirected, finally someone tells us about the mystery letter that we were supposed to get. Then they emailed us the letter and told us to sign it and email it back. We did. Didn’t hear back. Surprise, it’s “not the department that needs the letter.” Then we call again, trying to figure out what is happening. The customer representative told us the other rep was wrong, we were past the cut off date and there was nothing we could do to get her money back. Also the 37,000 rewards points were gone too. So glad we had that “rewards insurance” right? So helpful. I’ve used Navy Federal and American Express, never in my life did I ever have this complication. Those cards also use email as a primary source of information, not the mail.
MORAL OF THE STORY: Life is unpredictable and you should have a card that you can trust to help you out, not constantly pass you off to someone else until it’s too late to help, then blame policy. I encourage all of you to switch or look somewhere else for a card. These people will not help you if you are confused, ill informed or simply need help. They will just take your money.… more