Consumer complaint received 2020-09-11
Company: CITIBANK, N.A.
State: NJ
Product: Credit card or prepaid 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:
Dear Sir : I have a Citi Prestige card, for which I pay $ XXXX, and I have not received a promotion as promised. 

In XXXX I used my Citi ThankYou points to book a hotel reservation ; and, due to COVID, I had to cancel the reservation in XXXX. 

I was not happy with the way Citi ThankYou handled the hotel cancellation, and, on XX/XX/2020, I spoke with XXXX in Citis retention department. 

Due to the inconvenience caused by the process to cancel the hotel reservation, XXXX in the retention department added an offer onto my card on XX/XX/XXXX. 

The offer was to spend {$4000.00} in 3-months, from XX/XX/XXXX - XX/XX/XXXX, to receive XXXX ThankYou bonus points. 

I know that the offer was to spend {$4000.00} in 3-months, which is consistent with the promotional terms of all credit card bonuses. The offer was NOT to spend {$4000.00} each month for the next 3-months. 

By XX/XX/XXXX I had already spent {$10000.00}, which is certainly above the {$4000.00} threshold, but I had not yet received the XXXX bonus points. 

On XX/XX/XXXX, I called Citi and I spoke with XXXX to inquire about my missing points. 

To my surprise, XXXX told me that the offer was not to spend {$4000.00} in 3-months [ as I had been told ], but instead the offer was to spend {$4000.00} PER MONTH between XX/XX/XXXX and XX/XX/XXXX. 

But, not to fear, as XXXX told me that even though I did not spend {$400000.00} per month, I was only {$1800.00} away from meeting the total threshold. 

XXXX XXXX added XXXX bonus points into my account as an apology, and she then placed me on hold so that she could reach out to the retention department to see if they would agree to honor the promotion if I spend the additional {$1800.00} in the next XXXX, by XX/XX/XXXX. 

XXXX came back on the line and told me that, yes, the retention department did agree to honor the promotion if I spent the additional {$1800.00} in the next XXXX. 

XXXX was clear that she placed XXXX bonus points into my account as an apology, and not as some sort of consolation for not meeting the threshold. This would be in addition to the XXXX points if I spent the additional {$1800.00} in the next XXXX. 

While I was still on the phone with XXXX, I immediately made an online purchase in the amount of {$2100.00}. XXXX told me that this would qualify me for the promotion as long as it posted by XX/XX/XXXX. 

The {$2100.00} purchase posted on XX/XX/XXXX, and I therefore met all the terms. 

As of XXXX XXXX, 2020, I had not yet received the XXXX bonus points as promised by XXXX on XX/XX/XXXX. 

I called today, XX/XX/2020, and I spoke with XXXX. To my horror, XXXX told me that I do not qualify for the promotion because I did not spend {$4000.00} PER MONTH between XX/XX/XXXX and XX/XX/XXXX!!! 

I explained the whole story again from the beginning, XXXX reached out to the retention department, and no one would budge. XXXX apologized but told me there was no way that Citi would award me the XXXX points. 

XXXX is now requesting the telephone transcript from XX/XX/XXXX, but she is making no promises that they will help me. 

This is downright fraud and I have been lied to. 

I have been bamboozled not once, but twice now. 

Even putting the initial confusion aside [ {$4000.00} in 3-months versus {$4000.00} per month ], I was told very clearly by XXXX on XX/XX/XXXX that they would honor the promotion if I spent an additional {$1800.00} by XX/XX/XXXX, which I did. I withheld my end of the bargain, and I am entitled to my XXXX bonus points. 

I have been lied to by Citibank, and this should not be tolerated. 

Is this something that you can help me with, and let me know if you need a copy of my credit card statement. 

Thank you,

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