I have approximately 10,000 points that expire this year. I made a redemption and instead of FIFO, they took out of the never expiring bucket.

it took literally hours to find someone in the USA to answer the phone as the offshore customer service team had no idea what expiring points even are (were from when you accrued from checking accounts until 2022).

At any rate, check your points to see if you have any that expire and if so, make a redemption so you don’t lose them.

Most important is that once you redeem, make sure they took out of the oldest points you accrued.

The lesson learned is don’t make the redemption online, do it over the phone, get someone to answer from the USA (HUCA if you get offshore people), go back to your account after the redemption and make sure they took out of the oldest bucket of points that may expire. Also, if you call during USA business hours, you are much more likely to get someone in USA. The offshore people are extremely poorly trained. They don’t even know how to pull up an account other than the credit card number (they can pull up by phone number or TYP account number too).

Also, don’t bother ID’ing your self on the touch tone system before talking to the agent as the information never gets passed through and you have to repeat the ID process again. There’s a lot of training that needs to be done to get everyone up to par on the how to’s. It’s really embarrassing to Citi as a company that the offshore team is so poorly trained.

Now we had to open a case to get them to fix this and follow up in a week.