Consumer complaint received 2024-02-07
Company: CITIBANK, N.A.
State: CA
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:
On XX/XX/2024 at around XXXX, I went to check out on the XXXX XXXX website to purchase a flight to XXXX. While in checkout I received a promotional advertisement to lower the cost of the flight i was checking out with by {$400.00} if I applied for the XXXX  Citi Card. ( see screenshots : Promotional Banner, Promotional Checkout ) I applied, and immediately received an approval e-mail that had the last four digits of my account on it but not any way to apply it to the checkout ( See PDF Instant XXXX you're approved ). 

I called XXXX XXXX and they said it was a Citi issue, and they would probably issue me a temporary card I could use to check out with ( and that would come in 24-48hours ) I called Citi and they said the promotion only works once the card is received in 7-10 business days. I asked if they could give me my temporary card, and they said that would have a limit of {$500.00} on it and would not count towards the promotional credit. I asked if they could give me my full account number, and they said they could not because it was just created and will take 7-10 business days to complete. Citi told me the best option was to wait for the credit card to come in the mail in 7-10 business days and then buy the flight. 

The next day, the flight had increased to {$910.00}, so I paid XXXX XXXX {$30.00} to hold the booking, to see if the card came in time to receive the promotion. In 7-10 business days the flight was never the same price as the advertised promotion I applied for. 

Having the promotion at checkout and advertising that applying for the card will save me money on the current flight is false. The terms and conditions when applying say in the {$400.00} statement credit promotion ( See Screenshot XXXXStatement ) : " If instantly authorized, credit cardmembers will receive temporary account information and a temporary minimum credit limit. This temporary account information can be used during payment for the current eligible XXXX XXXX purchases at time of checkout to receive the statement credit. " I was instantly authorized. I did not receive the temp account info and I could not use it during payment for the current eligible XXXX XXXX purchases at time of checkout. This is false advertising. 

While I submitted a complaint, the company responded that with I should've received the temporary card/account number that would've allowed me to checkout with the promotion. In the days I have waited, I have not received a temporary number. And as in the instant e-mail, it was not provided in the Instant Approval e-mail to secure the promotional price at checkout that was advertised. Attached is also the company response to the first complaint where they said I should've been given a temporary number ( See Citi Response )

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 explanation