Consumer complaint received 2023-11-02
Company: CITIBANK, N.A.
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
This happened in XXXX or XXXX of XXXX, I had been a Citi Executive Card cardholder for years. In late XXXX  or early XXXX when the pandemic hit I decided to transition from my Executive Card ( that gave access to the XXXX XXXX XXXX XXXX among other card perks with the airline ) to a Rewards Card as at that time I called to inquire if my {$550.00} to {$650.00} annual fee could be mitigated as ALL the XXXX XXXX where closed and I couldn't use that upmost important perk. They offer me the transition to the rewards card which I accepted. Time elapsed, the pandemic was officially through and the XXXX XXXX started opening again. Is then that I call Citi to inquire if I can reopen and migrate my Rewards Card back to my Executive Advantage Card and if I was eligible to receive the XXXXXXXX XXXX XXXX promotion that required an amount to be spent during a specific timeframe. The Supervisor that handled my call then made an exhaustive / thorough check on the history of my account and said that enough time had elapsed for me to be eligible to get the incentive of XXXXXXXX XXXX miles. All of that was recorded and a transcript of that instance and conversation exists as revealed later by the last supervisor handling my situation. I got my card and used it for many purchases to reach the amount required during the specific timeframe in order to be eligible to receive the miles. A number of months transpired and the miles did not hit my account... I recently called back and that's when a supervisor by the name of XXXX was assigned to my case to review it in its entirety. It took XXXX about a week to listen to the recording and transcript of the original conversation to then call me back. At that time and yesterday, XX/XX/XXXX to be precise, he called me to tell me that in fact, I was right, and that the original agent had in fact admitted that I was eligible to receive the miles credit if I transitioned back from the Rewards to the Executive Advantage card, as enough time had elapsed, and that gave me the eligibility. However then he said the other agent was wrong and that he failed and gave me wrong information. This of course benefiting the bank and card as this new card has an annual fee of {$650.00} which the Rewards card don't have. Then XXXX says that providing misleading information isn't a reason to compensate for the XXXX miles at stake. That the only thing Citi would offer is a {$100.00} credit and XXXX miles to settle the dispute. I did not accepted and said will take action with the corresponding governmental body to investigate this case. I believe this practice and event is deceiving myself as a consumer to make a decision that benefits the institution while accepting that they are wrong about such mishandling a deception and offering a minuscular amount as a settlement. I want Consumer Finance to please investigate this event and make Citi install the XXXX miles they owe me for their own admitted mistake and wrongdoing.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief