Citibank INCOMPETENT, Even Criminal, In Handling Of Forced Credit Card Conversion

  |     |   948 posts since 2010

Continuing this horrible saga of Citi Bank's forced conversion of Dividend Platinum Select Mastercards to its new World Mastercard, the latest and apparently final slap in the face, in fact it seems to be outright criminal:

To refresh on the background, Citi sent out a notice at the end of May that we would automatically be changed over to the new World Mastercard, and in the process our rebate would be cut in half. It did offer a couple extra benefits, such as some kind of overdraft thing, concierge service, something about a refund of any cancellation fees charged by merchants, and a couple other things. 

In this forum, someone pointed out that Cti was allowing us to opt out of the changeover, which they had not mentioned in the letter. I called in and confirmed this. I asked, and very deeply so, into whether I could opt out of the conversion, keep my old card and CONTINUE GETTING THE HIGHER REBATE. That higher rebate was the point, and I emphasized it to a rediculous level. They said yes, I could do so and I would continue getting the higher rebate level. I said fine but I don't believe it, I wanted to speak with a supervisor to confirm that. To try to keep this backgrounsd short, I did speak with the supervisor, they did confirm that and that I could continue getting the 2% rebate by opting out of the conversion, and agreed to send me a letter in five days confirming that for me in writing. 

Two days later, I got a letter again saying I would be converted. I called in again, went over it all again, and they said I was opted out already, that that letter must have already been in the works when I opted out two days earlier, but that they would opt me out once again. Again, to the suypervisor to confirm all, and again the supervisor agrees to even give me a letter in writing within five days confirming the opt out AND confirming I will continue to get the higher rebate.

I got nothing in writing until June 30, about a month later. It confirmed the opt out, but specifically said I would no longer get that level of rebate, would get the lower rebate being offered on the new World card -- but without the extra benefits that card offers! 

I called in again, they confirmed what was in the letter about the lower rebate. I pointed out that, in that case, there is no reason to opt out, can I then just have the conversion as originally planned. They said yes, no problem, they will just convert it instead. I again confirmed this with a supervisor, who said no problem, will just do the conversion instead, and I should have the new card within five days.

It is 14 days later, no card. I just called in, and I am told they are NOT going to convert me, are going to leave me with the old card with the lower rebate and none of the extra benefits! They absolutely refuse to convert me, say it is my fault for opting out! I pointed out that that was based on THEIR false information, and that it is even illegal for them to do anything to me based on THEM providing false information. They don't care. They just say the new federal rules won't let them convert me now. I pointed out that the other federal laws about false information also apply, and they cannot lock me into anything based on THEIR false information. They don't care, just refuse to do ANYTHING at all. 

I went up the ladder five levels of supervisors, and all saying the same, and finally quit (after all that time, I had to go to the bathroom and was getting no where with them slowly!). 

This is not a bank to have ANYTHING at all to do with. It sees to me that this false information amounts to criminal financial conduct. 

Does anyone know where I can file a complaint about this?

Ken Tumin
  |     |   6,078 posts since 2009
Citibank's customer service definitely falls to a new low on this one.

Citibank is regulated by the OCC. You can file complaints against OCC-regulated banks at

Hope this helps.

Good luck!
  |     |   948 posts since 2010
Thank you, Ken. I just finished filing a complaint about this - very similar to what I wrote above.

Meanwhile, you might want to post the various complaint contacts somewhere obvious in a permanent spot on your site. I think people often don't file complaints because they don't know where to.
Ken Tumin
  |     |   6,078 posts since 2009
That is a good idea. I just did this post, and I'll make sure it gets a link under our useful resource section.

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