Consumer complaint received 2023-03-16
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XX/XX/XXXX Citibank N.A. 
ATTN : XXXX XXXX XXXX  Citibank XXXX XXXX XXXX, Texas XXXX To Whom It May Concern : Im writing in response to a letter that I recently received from Citibank. The letter informed me that I didnt qualify for the XXXX XXXX XXXX bonus miles that I was supposed to receive when I opened an account with Citibank with a {$35000.00} deposit on XX/XX/XXXX. 
During that seven-month period, I had numerous phone conversations with Citibank Customer Service about the terms of and my eligibility to receive the XXXX XXXX XXXX  bonus miles and was always assured that I met the eligibility requirements and was going to receive the reward. 
To confirm what the terms of the promotion were, I called Citibank Customer Service that same day and after being transferred to three different agents, finally got to speak with someone who knew about the promotion. She told me that I need to make two purchases on my debit card for at least {$750.00} within 60 days of opening the account. I asked her to send me a message with the terms of deal, but I was told that she couldnt do that. 
On XX/XX/XXXX, I remembered there was a note on my calendar reminding me to make the two debit payments for at least {$750.00} each. Just to be sure that I was doing the right thing I called Citibank Customer Service. Again, I was transferred twice before reaching someone who knew about the promotion. She told me that I would be okay as long as both payments were made before XX/XX/XXXX. Accordingly, I made a debit card payment for {$800.00} on XX/XX/XXXX and another debit card payment for {$800.00} on XX/XX/XXXX. In fact, I made a total of nine debit payments totaling {$2500.00}, 90, before the 60-day deadline. 
On XX/XX/XXXX, I called Citibank Customer Service to find out when I would receive the Award. I was told by agent that I would receive the XXXX XXXX XXXX bonus miles at the end of the next billing cycle. 
When I hadnt received the Award after waiting an additional two months, I called Citibank Customer Service on XX/XX/XXXX and was told that I would receive the miles by XX/XX/XXXX. 
After XX/XX/XXXX, I checked my XXXX XXXX XXXX account several times, but the miles were not posted there. 
Finally, on XX/XX/XXXX, I called Citibank Customer Service and asked to speak to a Supervisor. The Supervisor that I spoke with was named XXXX and unlike the other Agents I had talked with before, XXXX was not in the XXXX, but in XXXX! She didnt have any idea what I was talking about, so she asked me a series of questions and said she was going to escalate the matter. XXXX went on to say that I would receive a response by text or on the Citibank site within five days. 
On XX/XX/XXXX, I called Citibank Customer Service and was told by an Agent name XXXX, this time in the XXXX, that it would now take 20 additional days to get a response. 
On XX/XX/XXXX, I called Citibank Customer Service, and the Agent transferred me to a Supervisor. I was placed on hold for 20 minutes and she came back on the line to tell me that the Supervisors were busy and that I needed to continue to hold. Instead, I hung up. 
On XX/XX/XXXX, I noticed that there was message for me on the Citibank Site. When I looked, there was a letter from Citibank ( see attached ) informing me that I would not receive the XXXX XXXX XXXX bonus miles. I didnt have time to read the letter, so I closed the document planning to read it later in the day. When I attempted to open the letter, it was gone. So, I called Citibank Customer Service and after being transferred to a Supervisor, was given a code and told that I would receive access to the letter in a few days. 
More than two weeks later, on XX/XX/XXXX, I received the code and was able to get access the letter. It said that I did not qualify for the XXXX XXXX XXXX miles because I did not meet the terms and conditions to receive the promotion. The letter went on to state, that if you have any questions or would like to speak with a representative contact Customer Service. I did and was told by a Supervisor that there was nothing that they could do and that I needed to write a letter to Citibank. Accordingly, I trust that you can help me to resolve this matter in a reasonable and equitable way. 
Best Regards XXXX XXXX I HAVE A COPY OF THE LETTER THAT I RECEIVED FROM CITIBANK, BUT YOUR FILE TRANSFER SYSTEM WON'T ACCEPT IT.

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