May 22, 2013, 8:47 pm
Last edit by: aeneas3
- Retention offers, generally speaking, are offers made by a card issuer when they believe you might close your card account.
Often this means you have to actually say specifically you "want to cancel the card because..." before they can offer you something. Being vague saying things like "I'm not sure I want this card", or "are there any offers for me to keep this card?" don't meet their threshold to make an offer until you use the "c" word in a declarative fashion.
- Offers may include cash, points, or a combination of both and are frequently linked to required spending on the card.
- You can contact Citibank's Retention Department directly at 800-444-2568, and avoid the front line customer service reps.
- For additional tips on interacting with retention representatives, see this blog post by someone who claims to have worked for Citi's retention department.
Current offers (update with your current offer under the respective card, date of offer, how long you had the card and yearly spend)
Thank you preferred
Thank you premier
Called Sep 7 complaining about benefit cut
Card #1 (15 years, $2K spent) - no offers, she saw offer taken in February
Card #2 (2 years, $0 spent) 5000 TYPs for $1K spend in 3 month
or $125 for $4.5 spend in 3 month
11/20/13: $125 credit for annual fee. Extra 500 points each month I spend $500 for 16 months. 2 year old card. Spend $5000 per year.
AA platinum
8/22/13: $95 credit + 500 miles each month with $500+ in purchases for 16 months - (Opened 12/2012, min spend)
9/16/13: $95 credit after 5 eligible purchases in the next 6 months (Opened 2 Years, no spend in last 11 months)
9/16/13: $95 credit after 5 eligible purchases in the next 3 months (Opened 2 Years, ~$2000 spend in last year)
10/15/13: $95 statement credit and 1000 miles bonus for 1K spending for the next 16 months - (Open 2/13, 25K spend so far)
10/17/13: $95 statement credit and 500 miles bonus for $500 spend for the next 16 months - (Open 9/12, no usage after meeting bonus spend except for recent purchase for the 2K bonus from AA mall)
10/20/13: $95 statement credit and 1,000 miles bonus for $1,000 spend for the next 16 months - (Open 2/13, $3,000 spend so far)
10/23/13 $95 statement credit and 750 miles bonus for $750 spend for next 15 cycles. (Open 3/2013, $3,000 spend so far)
11/23/13 $95 statement credit and 1,000 miles bonus for $1,000 spend for the next 16 months (opened 11/'12 and $55K spend)
12/10/13 $95 statement credit and 1,000 mile bonus for $1,000 spend for the next 16 months (opened 11/12 and only $5K CVS + $100 AA spend for bonus)
01/06/14 $95 statement credit and 1,000 mile bonus for $1,000 spend for the next 16 months (opened 01/13 just made the purchases to meet the min spend)
AA gold
8/22/13: $50 credit + 750 miles each month with $750+ in purchases for 16 months - (Opened 2/2013, min spend)
AA Amex
12/10/13: $95 credit + 1k bonus miles each month with $1K+ in purchases for 16 months (Opened 11/2012, approx. $1,000 per month spent over 12 months)
11/21/13: $95 credit + 1k bonus miles each month with $1K+ in purchases for 16 months (Opened 11/2012, only minimum spend)
8/22/13: $95 credit + 1k miles each month with $1K+ in purchases for 16 months (Opened 8/2012, only minimum spend)
8/22/13: $95 credit + 750 miles each month with $750+ in purchases for 16 months - (Opened 12/2012, min spend)
9/16/13: $95 credit after 5 eligible purchases in the next 3 months (Opened 2 Years, ~$800 spend in last year)
10/12/13: $95 credit after 5 eligible purchases in the next 3 months (Opened <2 Year, $1200 / mo spend in last year). Can double dip with previous retention offer of 1000 bonus AA miles with $1000 monthly spend for 16 months
12/17/13: $95 credit + 1k miles each month with $1k+ in purchases for 16 months (opened 11/12, ~$8k spend on opening, minimal recent usage)
01/07/14 $95 statement credit and 1,000 mile bonus for $1,000 spend for the next 16 months (opened 01/13 just made the purchases to meet the min spend)
AA executive
10/6/13 $50 credit + 750 miles each month with $750+ in purchases for 16 months - (Opened 10/2011, $60k spend)
10/6/13 2500 miles each month with $750+ in purchases for 3 months - (Opened 10/2011, $60k spend)
1/3/14 $50 credit and 750 miles with $750 purchase each month for 16 months (opened 1/13 with 40k spend)
3/22/14 $100 credit and 5,000 miles with $1,500 in purchases each month for 3 months. Opened the card 2/1/14
AA business
1/3/2013: Spend $5000 in 6 months, earn 10,000 miles
7/24/14 - 1 day after AF hit - $95 credit + 1000 miles if $1000 spent per statement for 16 months - 4k spend
Hilton reserve
9/16/13: 750 HHonors Points each month with $750+ in purchases for 16 months
Hilton signature
Often this means you have to actually say specifically you "want to cancel the card because..." before they can offer you something. Being vague saying things like "I'm not sure I want this card", or "are there any offers for me to keep this card?" don't meet their threshold to make an offer until you use the "c" word in a declarative fashion.
- Offers may include cash, points, or a combination of both and are frequently linked to required spending on the card.
- You can contact Citibank's Retention Department directly at 800-444-2568, and avoid the front line customer service reps.
- For additional tips on interacting with retention representatives, see this blog post by someone who claims to have worked for Citi's retention department.
Current offers (update with your current offer under the respective card, date of offer, how long you had the card and yearly spend)
Thank you preferred
Thank you premier
Called Sep 7 complaining about benefit cut
Card #1 (15 years, $2K spent) - no offers, she saw offer taken in February
Card #2 (2 years, $0 spent) 5000 TYPs for $1K spend in 3 month
or $125 for $4.5 spend in 3 month
11/20/13: $125 credit for annual fee. Extra 500 points each month I spend $500 for 16 months. 2 year old card. Spend $5000 per year.
AA platinum
8/22/13: $95 credit + 500 miles each month with $500+ in purchases for 16 months - (Opened 12/2012, min spend)
9/16/13: $95 credit after 5 eligible purchases in the next 6 months (Opened 2 Years, no spend in last 11 months)
9/16/13: $95 credit after 5 eligible purchases in the next 3 months (Opened 2 Years, ~$2000 spend in last year)
10/15/13: $95 statement credit and 1000 miles bonus for 1K spending for the next 16 months - (Open 2/13, 25K spend so far)
10/17/13: $95 statement credit and 500 miles bonus for $500 spend for the next 16 months - (Open 9/12, no usage after meeting bonus spend except for recent purchase for the 2K bonus from AA mall)
10/20/13: $95 statement credit and 1,000 miles bonus for $1,000 spend for the next 16 months - (Open 2/13, $3,000 spend so far)
10/23/13 $95 statement credit and 750 miles bonus for $750 spend for next 15 cycles. (Open 3/2013, $3,000 spend so far)
11/23/13 $95 statement credit and 1,000 miles bonus for $1,000 spend for the next 16 months (opened 11/'12 and $55K spend)
12/10/13 $95 statement credit and 1,000 mile bonus for $1,000 spend for the next 16 months (opened 11/12 and only $5K CVS + $100 AA spend for bonus)
01/06/14 $95 statement credit and 1,000 mile bonus for $1,000 spend for the next 16 months (opened 01/13 just made the purchases to meet the min spend)
AA gold
8/22/13: $50 credit + 750 miles each month with $750+ in purchases for 16 months - (Opened 2/2013, min spend)
AA Amex
12/10/13: $95 credit + 1k bonus miles each month with $1K+ in purchases for 16 months (Opened 11/2012, approx. $1,000 per month spent over 12 months)
11/21/13: $95 credit + 1k bonus miles each month with $1K+ in purchases for 16 months (Opened 11/2012, only minimum spend)
8/22/13: $95 credit + 1k miles each month with $1K+ in purchases for 16 months (Opened 8/2012, only minimum spend)
8/22/13: $95 credit + 750 miles each month with $750+ in purchases for 16 months - (Opened 12/2012, min spend)
9/16/13: $95 credit after 5 eligible purchases in the next 3 months (Opened 2 Years, ~$800 spend in last year)
10/12/13: $95 credit after 5 eligible purchases in the next 3 months (Opened <2 Year, $1200 / mo spend in last year). Can double dip with previous retention offer of 1000 bonus AA miles with $1000 monthly spend for 16 months
12/17/13: $95 credit + 1k miles each month with $1k+ in purchases for 16 months (opened 11/12, ~$8k spend on opening, minimal recent usage)
01/07/14 $95 statement credit and 1,000 mile bonus for $1,000 spend for the next 16 months (opened 01/13 just made the purchases to meet the min spend)
AA executive
10/6/13 $50 credit + 750 miles each month with $750+ in purchases for 16 months - (Opened 10/2011, $60k spend)
10/6/13 2500 miles each month with $750+ in purchases for 3 months - (Opened 10/2011, $60k spend)
1/3/14 $50 credit and 750 miles with $750 purchase each month for 16 months (opened 1/13 with 40k spend)
3/22/14 $100 credit and 5,000 miles with $1,500 in purchases each month for 3 months. Opened the card 2/1/14
AA business
1/3/2013: Spend $5000 in 6 months, earn 10,000 miles
7/24/14 - 1 day after AF hit - $95 credit + 1000 miles if $1000 spent per statement for 16 months - 4k spend
Hilton reserve
9/16/13: 750 HHonors Points each month with $750+ in purchases for 16 months
Hilton signature
Citi retention offer reports [2009-2013]
Oct 6, 2009, 9:24 am
#211
Suspended
Join Date: Dec 2006
Location: USA
Programs: All major programs
Posts: 1,403
Has anyone else found Citi uninterested in retaining CitBusiness cards? I just called in to ask that they waive the $50 annual fee on my CitiBusines Visa card -- 2 years old, not a lot of use over that time. They said they can't waive it, so I said I want to cancel. They put me thru to a specialist, and I expected some kind of offer. He offered a 4.99% rate on purchases for 6 months, then said he could convert the card to a no-fee card w/o miles. He said a couple of times: "There's no credit here that I can offer you." So I let him cancel it.
Does anyone have advice in this situation? Or if there are "no credits" is it really a sign that the specialist can't offer anything?
Does anyone have advice in this situation? Or if there are "no credits" is it really a sign that the specialist can't offer anything?
Oct 6, 2009, 12:40 pm
#212
Join Date: Apr 2006
Location: CMH
Posts: 891
I called to cancel one of my AA MC cards. As usual, I was transferred to an account specialist. The specialist was very friendly and we chatted a bit about miles. So after checking on his computer, he offered me 3,000 miles after spending $500. I accepted it. Then, I asked if he could look into my other account and see if there would be bonus for me. He checked and said I could get the same bonus. I took it as well. So, I will get extra 6,000 miles after $1,000 for two cards.
Oct 6, 2009, 7:06 pm
#213
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,794
IMHO, the offers are pre-decided - the specialist has no flexibility other than to offer what what is available on your particular account. Also the offers are specific to the particular account. If you have 2 cards of exact same type, the offers may differ on those 2 cards.
Oct 11, 2009, 5:20 pm
#214
Join Date: Jul 2003
Location: Chicago
Posts: 74
At last -- Citi shows Wiseflyer a little love! I called to cancel my Aadvantage MC World Platinum card, saying I don't want to pay the $85 fee (due in 6 months.) I was transferred to the "specialist," who told me he sees I earn a lot of miles with Citi, and offered a $50 credit plus double miles for 3 months up to 5,000. I accepted and hung up feeling good.
Oct 22, 2009, 9:55 am
#215
Join Date: Jul 2009
Location: SFO
Programs: AA Plat, IHG Plat, HH Diamond, Hyatt Plat, Hertz Gold
Posts: 1,933
I just called in on a ~3 month old account and got 3000 miles for $500 spent in 3 months. I didn't ask about my other cards - I'll cancel this one and then call in for the others ones after I clear the bonus.
Oct 22, 2009, 7:34 pm
#216
Join Date: Jul 2006
Location: East Coast
Programs: All major Airlines, Hotel Chains, Credit Cards and Car Rentals
Posts: 1,263
I called to cancel one of the Citi cards that we have had for 2 years. Have charged a good sum on that card. I was expecting a retention offer. When I was transferred to retentions agent, he said "Thank you for being a great member of citibank, we value your business. At your request, I have closed the account in question. You will receive a written notice via standard mail in a few days confirming the cancellation of this account".
I was simply stumped. We have really had a huge spending through the history of this account but never carried a balance. Average monthly spending is easily several $$$$.
Not sure whats up with Citi these days. I guess those days of getting predictable response from them is over.
I was simply stumped. We have really had a huge spending through the history of this account but never carried a balance. Average monthly spending is easily several $$$$.
Not sure whats up with Citi these days. I guess those days of getting predictable response from them is over.
Oct 22, 2009, 10:40 pm
#217
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,794
I called to cancel one of the Citi cards that we have had for 2 years. Have charged a good sum on that card. I was expecting a retention offer. When I was transferred to retentions agent, he said "Thank you for being a great member of citibank, we value your business. At your request, I have closed the account in question. You will receive a written notice via standard mail in a few days confirming the cancellation of this account".
I was simply stumped. We have really had a huge spending through the history of this account but never carried a balance. Average monthly spending is easily several $$$$.
Not sure whats up with Citi these days. I guess those days of getting predictable response from them is over.
I was simply stumped. We have really had a huge spending through the history of this account but never carried a balance. Average monthly spending is easily several $$$$.
Not sure whats up with Citi these days. I guess those days of getting predictable response from them is over.
In fact, it is this kind of behavior that has pushed this household to churn Citi's cards without any reserve.
Oct 22, 2009, 11:10 pm
#218
FlyerTalk Evangelist
Join Date: Mar 2006
Location: DFW
Programs: AA 1M
Posts: 31,477
Oct 22, 2009, 11:19 pm
#219
In memoriam
Join Date: Jan 2006
Posts: 4,020
Maybe biz is different.
Oct 23, 2009, 11:45 am
#220
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,794
Nope, IMHO, 'cause I, who charged little and haven't used card for several months, since I got my bonus miles, called (AA biz card) to cancel. Retention guy offered me 5K bonus miles for $5K spend (2 miles per dollar) and $50 credit to my account. Gotta fill out little form they mailed me to get the $50, its going in the mail to Citi tomorrow. Even came with a postage paid rtn envelope.
Maybe biz is different.
Maybe biz is different.
I dont know if that is the stupidity of the marketing dept, or the strategy is derived with hidden agenda (pay / bonus may be directly related to getting new accounts, retaining accounts opened less than a year...) I am inclined to think it is the latter. Otherwise, the behavior is just illogical.
For a little bit of history - in the old days (at least 5 or 6 years ago), when you closed an AA card within a year, soon you would receive "Please come back" letter offering extra bonuses and companion ticket that was not publicly available, while the existing cards rec'd zilch. It is the same old behavior just in a more direct form (try not to let new customer cancel card).
Oct 24, 2009, 10:52 pm
#221
Join Date: Jul 2007
Location: Halfway between MKE & MSN
Programs: AA, BA, UA 2P, Hertz Gold, SPG Gold, Hyatt Diamond, Marriott Silver
Posts: 209
Downgraded my PPE to no-fee PP a few weeks ago w/no bonus offer.
Called to cancel my Plat Amex upon expiration of the 5/3 bonus 3 weeks ago, offered 3000 TYP after $300 spend and accepted. After 3000 TYP posted (and redeemed as part of 10K $100 Marriott card) called to cancel today and offered nothing, card cancelled - no questions asked.
Called to cancel my Plat Amex upon expiration of the 5/3 bonus 3 weeks ago, offered 3000 TYP after $300 spend and accepted. After 3000 TYP posted (and redeemed as part of 10K $100 Marriott card) called to cancel today and offered nothing, card cancelled - no questions asked.
Oct 25, 2009, 7:58 am
#222
Join Date: Jul 2006
Location: East Coast
Programs: All major Airlines, Hotel Chains, Credit Cards and Car Rentals
Posts: 1,263
Called to cancel 2-yr old PPE, great history, good spend, prompt payment. But was not offered anything. Sometimes I really wonder what kind algorithm does their system follow.
Oct 25, 2009, 11:38 am
#223
Join Date: Dec 2006
Location: PHL
Programs: Marriott Lifetime PLT
Posts: 1,229
When I canceled my Citi Platinum AMEX, i was offered nothing, but they did downgrade me to the Diamond Rewards AMEX with no fee.
When I called to cancel my AAdvantage card, I was offered 3k AA miles to not cancel it. I will call again and cancel tomorrow
When I called to cancel my AAdvantage card, I was offered 3k AA miles to not cancel it. I will call again and cancel tomorrow
Oct 25, 2009, 5:41 pm
#225
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,794
I called 2 months ago to ask for Account Specialist - not to cancel but wanted to discuss whether Citi would match a Chase offer.
He: So you want to cancel your card?
Me: Nope. Too many flight pts unmatched yet. Major spending ahead but I want to know if you can offer me something to beat the offer from Chase.
He: How about 3000 pts for $300 spending in 3 months?
Me: Useless. Not going to make a dent on my flight pt balance.
He: But that is 10% bonus...
Me: But it is only 3000 pts. Uesless.
He: OK, what exactly Chase offers you?
Me: 3% rebate on Travel-related spending. (I wanted to say 5% as others had gotten 5% in Feb/Mar time frame. However, given the development in subsequent months, I tried not to be greedy...
) I am going to put it on the card which gives me the biggest bang of my bucks, naturally.He: Alright. We offer you same 3% on everything for 6 months. How does it sound to you?
Me: This sounds reasonable. I accept it. You win my business.
He then proceeded to rattle out the 200K annual cap, including flight pt transferred, etc etc etc and said offer would take effect in 24 to 48 hours. No retroactive benefit.
I called 2 days later to verify with frontline CSR if my account has duly noted. Yes, it is.
The rest is a coin history.
Flight pt balance will be reduced to 0 by Dec.
Earlier that month (August) I called to cancel the Plat AMEX card because of the 2nd year fee of $125 is coming up (first year fee-waived). No fee-waiver, but to change it to Diamond Preferred MC (why not AMEX, dont know) with 5%/1% for 12 months.
Last edited by Happy; Oct 26, 2009 at 9:01 am