Citibank — citibank credit card services

Address:	110027
Website:	www.citibank.co.in/ibank/login/IQPin1.jsp

Hi,

I have been a good and loyal consumer of citibank credit premiermiles credit card. I have been using this card for over a year now and have never made any delayed payments. I have always ensured to clear all my dues by making complete payments every month.

One of the benefits o[censored]sing this card is one gets reward points. This card comes with a cost too. One has to pay an annual amount fee of 3000rs every year. So this clearly is not a cheap card to maintain.

Since i had a lot of reward points in my account, i decided to book one of the hotels by using this reward points. I booked radisson hotel (Gurgaon) on 28th march 2018 6:54 am booking reference number htl7fmxsy6 to check-in at 31st march. For booking this i used my 14470 miles as mode of my payment. Due to change in plans, i cancelled this booking on 28th march itself at 8:42 am (The hotel had free cancellation policy on cancelling the booking prior to 30th may) and booked another hotel with booking reference number htlkwqtdwe (Lemon tree hotel.) the minute i cancelled the previous booking, i got a confirmation for cancellation on my email immediately it stated that the amount would be refunded to the bank/ credit card within 5-7 days.

After 15-20 days i checked my card account and realized i never got my reward points reversed bank in my account. I immediately called their customer care team and spoke to sonia one of the representative. She told me as part of the bank process the reward points will be automatically reversed within 28 working days and refused to raise a ticket/ complaint by stating that even if she will raise a ticket she will get a response from the merchant to wait for the stipulated time. I decided to wait for 28 working days and check again around 8th may. On 8th may i called the customer team again as i didn't receive my reward points. The customer care team informed that there is a system issue due to which the reward points didn't get reversed and they raised a ticket (Ticket reference number 7878) the person informed me they will check the issue with the merchant which will take another 20 days. All this time i was expecting the system to automatically revers the points in my account. Failure in that led to another 20 days of waiting. They gave me a tat of 28th may. All this while the customer care team didn't provide any status regarding this ticket or follow up with me over email or call. I had to call them time and again to check the status and even with 2 managers sonia and rajesh. Finally on 28th may around 9 pm i called the customer care team again just to know that the merchant hasn't replied to them and they would be taking another 10 days. Since i was furious i asked them to hand over the call to the manager (Rajesh) who assured me to wait for another 2 working days and he would share the status regarding this case and try to resolve the case.

I received a call today from the citibank team around 11 am. I was hoping to hear a positive response that the reward points have been reversed in my account. However, to my utter dismay the person informed me the merchant refused to reverse the points as the booking was not cancelled and was utilized. She told me that they have got the response from lemon tree hotel that i checked in to their hotel. It took more than 40 days to get my issues resolved by calling the customer care team time again just to realize that all this time they were working with the different merchant. They have no brains or idea nor proper system to track down which booking was cancelled for which they should have been coordinating with the merchant. Instead of radisson they were discussing this case with lemon tree and making a fool out of me and caused me my time, efforts and energy.

I would never recommend this card to anyone who wish to have a piece of mind. Due to their incompetent staffs and managers they fail to work on their processes, systems and try to resolve a case speedily with correct information. I am raising this complain as i have not got my points (15 k which is not less as one could get a free ticket with that points.) i am paying an annual fees to use these points/ featured in my card. With their inefficient staff they are trying to fraud the customers. If there is any customer who is not paying attention to their reward points in their account they are ideally being cheated by the bank services as they would not be getting their complete or accurate reward points in the first place.

Thanks,
Sukhmani sachdev