Consumer complaint received 2016-08-05
Company: CITIBANK, N.A.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
In XXXX 2016 I opened a Citi ThankYou Premiere Credit Card. In XXXX 2016 I did research into other Citi products and account options and came across an online offer for XXXX ThankYou points for new customers that opened a Citi Gold Checking account. I decided that the bonus incentive was worth opening a new account and proceeded to do so using the online promotion code. I activated my account and received physical mail which I responded to to complete the new account process. 

The requirements of receiving the new customer incentive offer was to use their eBill payment service for a period of 3 months after opening a new account - a requirement that I knew I could meet ( and did ). 

A month after opening the checking account I called and spoke to a Citi Gold account representative to confirm that I was following all steps required to receive the promotion - I was assured I was doing everything as expected as per my promotion contract. I explicitly asked if after fulfilling my obligations that were part of the contract I would be eligible for the XXXX ThankYou points - his answer was " yes ''. 

In XXXX ( 3 months after opening the account ) I called again to the Citi account reps. I went over the details of my promotion and the representative said that ALL THE REQUIREMENTS WERE MET and that the points should post to the account in 1-3 months. 

In XXXX ( 5 months after opening the account ) I called to check the status of my promotional points. The representative that I spoke to was as confused as I was to why the points had not yet posted and opened a support ticket inquiry into the matter that would escalate the issue to their back offices. I waited a few days and then called back to find out the status of the inquiry. It was then that I was learned of their deceptive business practice. 

The representative on the phone ( and later his supervisor when I asked to speak with her ) both told me that I was not part of their internal list of candidates for the promotion. Supposedly Citi mails/eMails out promotion codes only to certain prospective new customers and I was not on their internal list. This did not stop them from accepting my application with the referral code, taking my money, having their representatives confirm verbally my eligibility or charging me monthly account maintenance fees ( {$30.00} per month ) - all in an attempt to bait me into using their service with a non-existing reward at the end of the process. 

I feel cheated by CitI Gold checking for taking my money in monthly fees ( {$30.00} per month ) only to deny me the sign up bonus that would have covered about a years worth of monthly fees. If I was not on their secret list of qualified customers, this should have been communicated MONTHS before wasting both time and money in a non-existing promotion. Why was I not confirmed or denied as soon as I signed up for a new account? Why were the representatives that I spoke to multiple times not made aware that I was not on their list for the documented bonus? Why should I have the responsibility of fulfilling the obligations of the promotion ( which I did withing the expected 3 month period ) and Citi not have the responsibility of rewarding that good behavior? Why should I comply with the terms on the contract only to have the same contract broken by Citi because I was later found not to be on their secret internal list of " qualified new customers ''?! 

The only resolution I seek is for Citi to honor their promotional incentive and give me the XXXX ThankYou points as were promised. By denying me the contracted benefit this amounts to a deceptive business practice and feels like a bait and switch to get new customers without reciprocating any goodwill bonus. 
I await your resolution.

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