Consumer complaint received 2021-07-30
Company: CITIBANK, N.A.
State: AR
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I received a promotional email from Citi Bank outlining a savings account opening promotion wherein if I opened a Citi XXXX Savings account, deposited {$10000.00} of new-to-Citi funds into the account, and left the funds in the account for 60 consecutive calendar days, I would receive XXXX American AAdvantage Miles 90 calendar days following that 60-day eligibility date. 

The exact terms of the offer from the email are : " The following Terms and Conditions apply to the bonus offer associated with new account opening of the Citi XXXX XXXX  package. If you are an Eligible Customer and complete Required Activities which include opening a Citi XXXX XXXX Savings account in the Citi XXXX XXXX package as first signer, deposit New-to-Citibank funds into your On Deposit Balance within 30 days, and maintain that On Deposit Balance for 60 consecutive calendar days, you can earn up to XXXX AAdvantage bonus miles. '' I deposited {$10000.00} of new-to-Citi funds ( from my XXXX XXXX XXXXXXXX account ) into the account on XX/XX/2021. The funds were in the account until I withdrew a majority of the funds on XX/XX/2021 ( XXXX calendar days after deposit ). My eligibility date for the bonus was XX/XX/2021. Therefore, I met the requirements as outlined in the offer and am entitled to the advertised AAdvantage miles. They should have been credited to my account by XX/XX/2021 ( 90 days after my eligibility date ), but I have received 0 miles!

I have since contacted Citi Bank on 11 occasions to try to resolve this issue and they have continued to lie to me and tell me that they will credit the miles. Yet, I still have not received any miles. I was promised a call-back with an update on multiple occasions as well, and yet, I never received a call-back.

I have also filed tickets with the bank to attempt to get this resolved. The most recent update on the ticket is that the investigator determined I was not eligible for the bonus because funds were not left in the account for the required amount of time. On XX/XX/XXXX, on the XXXX try to get this resolved, a manager informed me that they believed the Investigator had mishandled the case. They agreed that the funds were in the account for the required period of time and they agreed I should have received the miles. Unfortunately, they said no one in customer service is able to make that determination officially and they can not credit the account to resolve the issue.

That manager opened a new case yet again, but I am frustrated that it's been several months and several hours of wasted time trying to get this resolved. As of today, I still have not received the miles I was promised in the promotional email though I met the eligibility requirements.

Citi Bank Reference # s : Reference # ( old number from previous case ) : XXXX New Reference # ( as of XX/XX/2021 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 non-monetary relief