Consumer complaint received 2022-12-29
Company: CITIBANK, N.A.
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Dear sir/madam, XX/XX/ I am writing this to complain about Citi-Bank credit card ( XXXX XXXX ) I have applied for Citi-Bank credit card and received my card on XX/XX/. I followed the website and invitation number that the company provided me. The document written as : I am pre-selected to apply. Apply in this particular webpage, after approve, receive 0 % APR for 18 months and {$200.00} reward after spending {$500.00} within the first three months of account opening. The document is uploaded. 
After, I received the card, I activated it and started to spend money hoping to get the reward. 
After I reached their requested goal, I called the company and ask them to honor the {$200.00} reward. 
Their customer service told me, I am not qualify for this reward since I have a XXXX XXXX card. She said : I shouldve applied for XXXX  card! Only customers with XXXX  card will receive this reward. 
I told the customer service, I have applied for the card that your company has directed me according to the paper that they mailed me with the webpage and invitation number. 
Their customer service told me to send the document to the following address : XXXX XXXX XXXX XXXX XXXXXXXX, SD XXXX. 
After few weeks, I called them back to follow up. Their customer service transferred me to the supervisor. He told me, I should email the document to the following emails : XXXX & XXXX I provided anything they were asking for. 
I pursued the matter, finally, their application department told me somehow my application was overwrite and they sent me the wrong card. I am assuming, this conversation has happened over the recorded line. The application department did not know the reason for sending me the wrong card? And why they overwrite my application? 
I brought this issue to three more different supervisors. Although, they were polite and courteous, but they had no power!!! The third supervisor, XXXX told me she will make sure to give me an offer that satisfies me. 
Few weeks later, the last supervisor, XXXX, told me that theyve already made the decision that I have to re-apply for XXXX card. She had No explanation, why? 
My argument is that : It is their mistake and they sent me the wrong card. I followed their direction. For consumer, this is misleading!!! I trusted them, assuming that they sent me the right card, so I started to use the card to achieve the goal. They should honor the reward. 
The Citi Ban wants to disregard their mistake and they are blaming it on the customer!!!!. They are telling me that I used a wrong webpage!!! I show them the proof that I used the right webpage, but all they say : I am sorry the Application offices came to the conclusion that I need to re-apply ( These are in the recorded line conversation ). I told them, your application department acknowledge their mistake!!!! 
Now, my request is : They should grant me 0 % APR for 18 months and {$200.00} reward. 

Thank you for your time and XXXX XXXX XXXX 
XXXX, XXXX

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