Consumer complaint received 2023-08-06
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
On XX/XX/XXXX I was on the XXXX XXXX website. I went to purchase a seat upgrade. An advertisement to sign up for the XXXX XXXX Citi AAdvantage card popped up. The advertisement stated I would receive a {$400.00} statement credit when using the card for travel purchases. It also stated that I would be receiving XXXX reward miles after spending XXXX amount of dollars, I applied for the card and did receive the {$400.00} statement credit. I did not receive XXXX bonus miles. I received XXXX bonus miles. I never received any disclosures regarding the credit card or any information regarding the promotional offers. I called Citibank for help. I was told by one representative that they would give me XXXX bonus miles in lieu of the missing miles that I was inquiring about because there was no such offer but as a courtesy they would give me XXXX bonus miles. I did not accept that offer and asked to be transferred to a supervisor. the representative stated that a supervisor would tell me the same thing and would not honor the additional XXXX bonus miles unless I had proof that I was supposed to receive a total of XXXX bonus miles. I opted to still speak with a supervisor, and I was transferred. The supervisor ultimately offered me XXXX bonus miles and seemed to be very frustrated with me and my persistency to get my additional XXXX bonus miles. He stated that if I do not have proof that I was supposed to receive XXXX bonus XXXX then theres nothing he or anyone can do for me. He told me that I had one last chance to accept his XXXX bonus miles and I refused and asked to open a case which she offered in the event I did not except his XXXX bonus mile offer. He stated to me that I would be receiving an email within 24 to 48 hours of the case being opened. The case was opened XX/XX/XXXX from what I recall. I called Citi on Wednesday XX/XX/XXXX to inquire about the case. The representative stated that I should be receiving an email by end of day Wednesday, XX/XX/XXXX as per the notes in her system. I was told to check my spam in the event I did not see the email. I have yet to receive any email from Citi in my inbox or in my spam. When I initially signed up for this credit card which I was solicited on the XXXX XXXX website, I never received any disclosure regarding the bonus miles or the {$400.00} statement credit when I use the card for travel purchases. I did not receive any disclosures regarding the promotional offer. I asked all representatives for that information and the information of the bonus miles for the card and which I applied for, and none of the representatives offered to send search disclosures. I am requesting that I receive the offer that I saw when I applied for the credit card. I am also requesting that Citi be required to send such disclosures when other consumers apply for any of their cards on any site that offers their branded card. I am missing XXXX bonus miles and I would like my bonus miles. I would also like my disclosures with the promotional offer I signed up for that I, as a consumer, have a right to.

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