I am having this issue where I ordered my $400 worth of cards before the reward point change introduced by citi bank mid last year.
The order didn't go through system due to their system glitch and the lady accepted it, when I called on after point changed introduced.
According to my old point system, after ordering cards (requires approx 69700) and balance shall be around 8990 points.
Due to changes and point values devalue, it required to have 83500 points so she added 5600 (as my balance was around 78200) points to make the order happen and said some one will contact me to sort rest. (original balance of 8900 points).
Now someone from citibank looking into this mess. they don't know old points. and not understanding the situation and hard for me to explain as I don't know the old points.
I am after $250 , $100 and $50 Card points value specifically. ( I think Kmart, Woolworths and Coles had similar point value)
Any help is appreciated. If you have claimed it you can go into redemption activity under rewards and check for 2017 it should be there.
Probably too late to say, but this is a reminder to us all to get names, dates and times when getting phone assistance for problems. I feel your despair, but unless you can explain it to Citibank and get their assistance, then, for your own peace, you may need to move on.