Reviving an old thread as I didn't see a later thread about Citi card shutdowns.

A few days ago I was trying to reload my Suica card (a Japanese transit card) with my Rewards+ card using Apple Pay and it didn't work. Logged into Citi.com and saw the Rewards+ is closed (it was working just the day prior). My Prestige and Premier cards are open and still work.

Called customer service and was told that the bank closed the Rewards+ account, and I would receive an explanation in the mail. Was also told that the Thankyou Points I earned through that account would expire in 60 days so I should redeem them. Tried to redeem points online but got an error, so I called 800-THANKYOU and was told that there is a block on my Thankyou Points so I can't redeem them now. The agent sent an email to the escalation team to see why and to get the block removed. Called again two days later during business hours, and another agent said back in February they sent me a letter about the situation on my Thankyou account and what I need to do. I said that I never received the letter, and the agent said the previous agent sent a request regarding the block, and I should have a response within two weeks. She also deposited 1500 points for my inconvenience.

I use my Prestige card quite heavily (around $3K/month and about 2/3 in dining) but not so much spending on the other cards. I don't MS but I use the Rewards+ card solely for small transactions (transit card reloads and convenient store purchases) and sometimes a couple dozen times every month. It is the only reason I can think of that might triggered the account closure.

I guess there is not much to do until I heard back from Citi regarding my TYP and hoping for the best. But certainly would appreciate if anyone has advise to offer. Would it make sense to ask my Citigold relationship manager for help (in term of unblocking the points and perhaps reinstating the closed Rewards+)?