Consumer complaint received 2019-07-31
Company: CITIBANK, N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I responded to a Citibank email offer to open a savings account on XX/XX/2019. In exchange for opening the account and completing two activities, I would receive XXXX XXXX XXXX XXXX miles. When attempting to respond to the offer using the online link, it was discovered that they had '' technical difficulties '' and the link was not working. I emailed their technical department, and the link was shortly thereafter working again and I clicked through and opened my savings account and completed the required activities in the days immediately following opening the savings account. Shortly thereafter, on XX/XX/2019, another offer for opening a checking account, arrived in my inbox that offered XXXX miles if I opened a Citi checking account and completed required activities. I noticed in the fine print that I was able to take advantage of both offers, so I duly opened the account and completed the required activities within two weeks of opening the account. After waiting for several months, and my promised points were not forthcoming, I contacted Citi by phone to find out why I havent received the points for the offers. The agent, XXXX, a customer service supervisor, " opened a case ''. Shortly thereafter, I receive a letter from Citi confirming that I, indeed, had qualified for the checking offer but they needed a certain tax form in order to complete the point award. I sent, by certified mail, all the documents required, as well as supporting documents, to both the Citi Customer Service office in XXXX XXXX, TX and their technology support office in XXXX XXXX, SD. When i had heard nothing back from them, again, I called Citi customer service for an update. They indicated that they had no idea where my form was, even though I had proof of delivery. Eventually, after 3 more calls and  talking to three additional CS supervisors, XXXX, XXXX and XXXX, I was finally able to confirm that the document was found. In a subsequent call to " XXXX '' I was informed that my tax document was " certified '' (? ) and that they were forwarding the complaint for final processing. Today, XX/XX/2019. I called Citi customer service, again, for an update, and was told by XXXX, another customer service supervisor, that no one, despite speaking to SIX customer service supervisors, had sent the file over for processing. As of today, 4-5 months later, my points have still not been awarded, as promised, despite my following ALL directions, many at my additional expense and following all instructions and requirements. I, therefore, have on other option than to surmise that Citi is attempting to avoid meeting its advertised obligation. I am seeking the award of XXXX AA points for meeting the requirements for opening the savings account and the award of {$30000.00} AA points for meeting the requirements for opening the checking account. In addition, I would expect Citi to provide a goodwill gesture of their choice, as a recognition of the extreme difficulty, poor communication and many hours of personal work I had to complete to hold them accountable for meeting their obligation.

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