I am a Singapore Citi Prestige card holder and have been calling the Citi Prestige Concierge for 4 days to make a hotel booking on the Accor global website. They claim they cannot make the booking because payment does not process on their end when they use the website. The hotel has confirmed to both the Concierge and to me that there is no problem with the website, and obviously other people have been making bookings. The hotel can process payment and complete the booking by phone or through other ways, and the problem is purely on the Citi Prestige Concierge end.

I can make the booking myself anytime and pay with my Citi Prestige card, but I would not get the hotel rebate if the booking is not made using the Concierge.

Instead of completing the booking, Citi Prestige Concierge wrote me to ask me to choose a different hotel. Again, the website involved is the Accor global website, not the website of some small boutique hotel.

This is crazy customer service.

Does anyone know how to escalate this to Citi so I can use the card benefit and recover the high mandatory annual fee of this card?

Here's a screenshot of the last Concierge e-mail, which is extremely frustrating.