I called Citi to understand how merchant reversals work. I was told once the reversal is credited to my account, I can get a refund check or direct deposit to my bank account. One time when I called to check to see if the reversal happened, it was suggested by a representative to sign up online to see when the reversal hits so I do n't have to keep calling in. This call happened XXXX/XXXX/XXXX. I sign up online, I see the reversal. I immediately call Citi to get my check. I 'm told by XXXX that I ca n't get the full reversal amount only the difference between my balance and the reversal. I ask for a manager because at no time before did any representative say I have to pay my balance before getting my check. Now, my bill is due on XXXX/XXXX/XXXX. I made an online payment on XXXX/XXXX/XXXX so I do not have an outstanding bill. Why does Citi make the decision to pay off my balance when I 'm not in default or behind, late or in collections for over 9 years. I explained to the first representative before I told the merchant to do a reversal that I owe people money and that I needed to know how to get the money off the credit card. Again, not one time did the first or any other representative I spoke with tell me that Citi will take a portion of the reversal. Otherwise, I would have tried to get a check from the merchant. I was misinformed multiple times. I talked to the social media representative and she promised me I would get my whole amount and when the check came it was for {$2000.00}, not {$2300.00}. Upon receiving my short refund check on XXXX/XXXX/XXXX, I called to close my account because Citi has made me go into my account to refund these people. I 'm told I can use my thank you points within 60 days. I go to the website and my account has already been deactivated. I have a screenshot if needed. Citi again misinformed me. As a Citi preferred customer for over 9 years, I should get better service than this. Does mean if my bill was {$5000.00} and I got a the reversal they would have kept all of it even though a current payment has been made? The representatives I spoke with are, XXXX Account manager, XXXX, Social media rep, XXXX, XXXX. I spoke with XXXX, XXXX and XXXX all on XXXX/XXXX/XXXX. 
