Consumer complaint received 2019-09-16
Company: CITIBANK, N.A.
State: NC
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:
I was purchasing an airline ticket with XXXX XXXX. A promotion savings of XXXX off the airline ticket was offered with apply now button. In addition, it offered XXXX miles if I used the card for purchases totaling XXXX in the first 90 days. I applied and received approval with a credit card number that I used to purchase the airline ticket. I received the card in the mail and proceeded to use the card and completed the {$3000.00} purchase requirement. A few months went by and I did not receive the XXXX credit or the miles. I contacted Citi Bank who first said, don't worry we will take care of it. Nothing happened and I contacted them again and now they are saying that I had a previous card with them that closed and there was fine print somewhere that said if I received another offer from them in the past 2 years, they would not honor the offer. This is SO deceptive and dishonest. If I did not qualify for the offer, they should have declined the Credit card request. I have other credit cards that offer points that I would have qualified for if I had been deceived by CITI Bank,. I complained and asked for the issue to be reviewed by a supervisor. The Supervisor was of no assistance but said as a goodwill gesture, they would give me XXXX Airline points. The did not honor that either. I want them to honor the original offer and want them to apologize for the deception and to not do this again to anyone. I have attached the online chat communication with Citi bank below as proof of what I am saying. Thanks for any assistance you can provide. 


Welcome to Live Chat. Now you can reply to us in your own time and view your chat history. What can I help you with? Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. 
Info at XXXX, XX/XX/XXXX : You're now connected to XXXX. 
You at XXXX, XX/XX/XXXX : when will I receive the XXXX credit and the XXXX miles Read XXXX at XXXX, XX/XX/XXXX : Welcome To Citi Live chat.Thank you for choosing Citi as your preferred Bank. I hope you are doing good today! 
Hey, this is XXXX. 
You at XXXX, XX/XX/XXXX : hi Read You at XXXX, XX/XX/XXXX : my question is when will I receive the XXXX credit and the XXXX miles Read XXXX at XXXX, XX/XX/XXXX : I got your query, I will be happy to assist you today, please allow me a moment to check that for you. 
You at XXXX, XX/XX/XXXX : thanks Read XXXX at XXXX, XX/XX/XXXX : XXXX, as i have checked your account I can see that the offer is not updated on the account as of now, however need not to worry, if you were offered with these offers, I will go ahead and place a request to update the offers on the account, the rewards team will revert you back with in 3-5 business days through email. 
You at XXXX, XX/XX/XXXX : ok Read XXXX at XXXX, XX/XX/XXXX : XXXX, request placed successfully. 
You at XXXX, XX/XX/XXXX : ok thank you, I guess I will just hope for the best Read XXXX at XXXX, XX/XX/XXXX : Thank you for your kind understanding. 
It's an honor to have a customer like you and citi we will always be there for you. 
You at XXXX, XX/XX/XXXX : thanks again, Delivered Conversation closed by you XXXX, XX/XX/XXXX Message Us Survey at XXXX, XX/XX/XXXX : Before you go, please take our 3-question survey. Your feedback helps us serve you better. 
Message Us Survey at XXXX, XX/XX/XXXX : 1. Based on your experience with Live Chat, how likely are you to recommend Citi to a friend or colleague? 
Choose a number from 0 ( not at all likely ) to 10 ( extremely likely ). 
You at XXXX, XX/XX/XXXX : Still haven't heard anything Read Info at  XXXX, XX/XX/XXXX : Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. 
Info at XXXX, XX/XX/XXXX : You're now connected to XXXX. 
You at XXXX, XX/XX/XXXX : hi XXXX can you help me?? 
Read XXXX at XXXX, XX/XX/XXXX : " Welcome To Citi Live chat.Thank you for choosing Citi as your preferred Bank. 
Hey, this is XXXX, how are you '' '' '' XXXX at XXXX, XX/XX/XXXX : please elaborate your query You at XXXX, XX/XX/XXXX : I was hoping you could see the previous inquiry Read XXXX at XXXX, XX/XX/XXXX : I am sorry, I am not able to see your previous text You at XXXX, XX/XX/XXXX : but specifically, I have not received the promised XXXX miles nor the XXXX credit Read XXXX at XXXX, XX/XX/XXXX : let me check this for you You at XXXX, XX/XX/XXXX : this was the previous response, I have not received the email as promised. XXXX, as i have checked your account I can see that the offer is not updated on the account as of now, however need not to worry, if you were offered with these offers, I will go ahead and place a request to update the offers on the account, the rewards team will revert you back with in 3-5 business days through email. 
Read XXXX at XXXX, XX/XX/XXXX : let me check this You at XXXX, XX/XX/XXXX : thank you so much Read XXXX at XXXX, XX/XX/XXXX : I can see that we have sent you the notification regarding this, let me help you with the online steps to view that XXXX at XXXX, XX/XX/XXXX : Please select Services tab at the top and select " Statements & Documents ''. 
Then select view E- communication. 
XXXX at XXXX, XX/XX/XXXX : please try these steps You at XXXX, XX/XX/XXXX : are you kidding me Read You at XXXX, XX/XX/XXXX : if that is the case, they should told me when the card was opened Read XXXX at XXXX, XX/XX/XXXX : you can only avail this offer once in 24 months You at XXXX, XX/XX/XXXX : Then why didn't they tell me that?? 
Read You at XXXX, XX/XX/XXXX : or just decline the application Read You at XXXX, XX/XX/XXXX : this is not fair Read You at XXXX, XX/XX/XXXX : please tell me how this is fair???? 
Read XXXX at XXXX, XX/XX/XXXX : I can certainly understand, you may have been offered before you apply however, if you do not qualify we tell our card holders during the process of application that you may not have read it. 
You at XXXX, XX/XX/XXXX : OK. I will be filing a complaint with the CFPB. I am sure you are a nice person but put yourself in my place. you know this is not right. If you offer a card with certain perks and I don't qualify then decline the application. 
Read You at XXXX, XX/XX/XXXX : CFPB Read You at XXXX, XX/XX/XXXX : this is complete XXXX   Read You at XXXX, XX/XX/XXXX : please show me where you notified me the I did not qualify Read XXXX at XXXX, XX/XX/XXXX : please do not worry, I can certainly understand, let me go ahead and add XXXX miles on your account as a goodwill gesture, I hope you can understand, You at XXXX, XX/XX/XXXX : really? 
Read You at XXXX, XX/XX/XXXX : what about the XXXX dollars Read You at XXXX, XX/XX/XXXX : and the XXXX miles Read You at XXXX, XX/XX/XXXX : this is not fair Read XXXX at XXXX, XX/XX/XXXX : As per offer terms if you have earned miles on any Citi card with last 24 months that is open or closed then another account with your does not qualify for the sign up bonus rewards. The same has happened in this case. 
XXXX at XXXX, XX/XX/XXXX : Your account does not qualify for sign up bonus offer as you had another Citi/AAdvantage Platinum Select World Elite Card which was closed You at XXXX, XX/XX/XXXX : really, You fell good about that? 
Read You at XXXX, XX/XX/XXXX : feel Read XXXX at XXXX, XX/XX/XXXX : You closed that account on XX/XX/XXXX that is the reason this card does not qualify for sign up bonus. 

I definitely not feel good however it is about term and agreement. 
You at XXXX, XX/XX/XXXX : this card was opened in XX/XX/XXXX, that is more than 24 months Read XXXX at XXXX, XX/XX/XXXX : Account does not met the requirements. Trust me if that would in my hand I should have definitely rewarded the miles however it was term of the sign up bonus offer which your new account didn't qualified. 
You at XXXX, XX/XX/XXXX : not more than 24 months Read XXXX at XXXX, XX/XX/XXXX : Let me check that quickly. 
You at XXXX, XX/XX/XXXX : XX/XX/XXXX to XX/XX/XXXX is more than 24 months Read You at XXXX, XX/XX/XXXX :???? 
Read XXXX at XXXX, XX/XX/XXXX : It show total 3 Citi/AAdvantage Platinum Select World Elite Card and 1 Citi / AAdvantage Gold World Elite Card If any of these card were opened or closed in last 24  months then next card was not eligible. 
You at XXXX, XX/XX/XXXX : were they? 
Read XXXX at XXXX, XX/XX/XXXX : Let me find that for you. 
XXXX at XXXX, XX/XX/XXXX : Can you confirm your last XXXX digit of the credit card? 
You at XXXX, XX/XX/XXXX : XXXX Read XXXX at XXXX, XX/XX/XXXX : Thank you! 
XXXX at XXXX, XX/XX/XXXX : Please help me with last XXXX other cards as well so that it would be better to understand which card we are talking about. 
You at XXXX, XX/XX/XXXX : I don't know what you are talking about Read XXXX at XXXX, XX/XX/XXXX : Never mind let me check account information for you Nikki at XXXX, XX/XX/XXXX : You had 2 Citi/AAdvantage Platinum Select World Elite Card whcih were closed on XX/XX/XXXX and XX/XX/XXXX Also Citi / AAdvantage Gold World Elite Card was opened in XXXX Due to which card ending with XXXX does not qualify for sign up bonus XXXX XXXX XXXX, XX/XX/XXXX : There should not be any open or closed card in last 24 months You at XXXX, XX/XX/XXXX : again, If I apply for a card that I do not qualify, then you should decline the application. To say that it says that in the terms is deceptive and you company should be ashamed of that practice. 
Read You at XXXX, XX/XX/XXXX : Ok. I can see that this is going no where, you can still to your story that somehow I should have know that I should have known that I did not qualify. I will file my complaint and your company can spend a bunch of Time defending your business practices. I wish you would do the right thing but that is on you ( your company ) Read You at XXXX, XX/XX/XXXX : I think this sucks so I will pay it off and close the account Read You at XXXX, XX/XX/XXXX : I will tell everyone I know what you did Read XXXX at XXXX, XX/XX/XXXX : I certainly understand your and I will definitely forward your feedback. 
You at XXXX, XX/XX/XXXX : and I will never do business with you again Read You at XXXX, XX/XX/XXXX : having said that. Thanks for taking the time to talk to me, I know you are just doing your job Read You at XXXX, XX/XX/XXXX : before I go, can you check with your supervisor to see if this is how you want to leave this ... .. 
Read Info at XXXX, XX/XX/XXXX : Sorry it's taking longer than expected to reply. A representative will respond shortly. 
XXXX at XXXX, XX/XX/XXXX : Thank you for time, I certainly understand that you were expecting rewards however this is term of offer that your account does not qualify else I would have been glad to help you with that. 

I have already checked with my supervisor regarding this. They can create one time exception only for you and provide XXXX miles as goodwill gesture. 
XXXX at XXXX, XX/XX/XXXX : Do you want me to work on this with them? 
You at XXXX, XX/XX/XXXX : Do what ever you think is right .Thanks again Read You at XXXX, XX/XX/XXXX : I know you are just doing your job Read You at XXXX, XX/XX/XXXX : Can you close the card? 
Read XXXX at XXXX, XX/XX/XXXX : I am working with my supervisor for adjustment of XXXX miles. 
XXXX at XXXX, XX/XX/XXXX : You want to close card ending with XXXX? 
You at XXXX, XX/XX/XXXX : yes please Read You at XXXX, XX/XX/XXXX : I will not do business with your company any longer Read XXXX at XXXX, XX/XX/XXXX : Thank you! 
XXXX at XXXX, XX/XX/XXXX : I respect your decision. 
You at XXXX, XX/XX/XXXX : I have just submitted the payment to payoff the account Read You at XXXX, XX/XX/XXXX : I thank you again for being so nice. This is not your fault Read You at XXXX, XX/XX/XXXX : but I am still filing the complaint with CFPB .. : ) Read XXXX XXXX XXXX, XX/XX/XXXX : I am sorry for the inconvenience, I have successfully updated XXXX miles on your account You at XXXX, XX/XX/XXXX : ok, thanks again for being so nice XXXX XXXX I did not mean any disrespect to you and I know you did what you could but your company 's business practice 's are lacking. Thanks for your assistance and I hope I did not ruin your day. You are the only good thing about your company. 
Read You at XXXX, XX/XX/XXXX : no comment necessary. Hope you have a nice rest of the evening Read XXXX at XXXX, XX/XX/XXXX : thank you for your understanding, I wish I had an option tgo help you XXXX at XXXX, XX/XX/XXXX : trust me if I had an option I would be really happy to hel ; p you XXXX at XXXX, XX/XX/XXXX : have a nice evening! 
You at XXXX, XX/XX/XXXX : I know.. Thank AGAIN. goodnight Read Conversation closed by you XXXX, XX/XX/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