Consumer complaint received 2019-02-25
Company: BANCO POPULAR DE PUERTO RICO
State: DC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I signed up for the XXXX XXXX Visa credit card issued by XXXX XXXX XXXX. The conditions of the offer stated that XXXX bonus miles would be posted following the completion of an eligible purchase within the first 90 days. The terms of the offer were fulfilled as of thXX/XX/XXXX statement ; however neither the bonus miles nor the miles earned for the statement have been posted to my XXXX account. 

The attached statement confirms the miles due to be posted. Per the offer, miles would be deposited within 6-8 weeks ; this timeline has long since been exceeded. Attempts to resolve this issue directly with the credit card issuer have been unsuccessful, and a formal case was opened : case no. XXXX. As of today, no miles from the XXXX XXXX Visa credit card have posted to my XXXX account. Both XXXX and XXXX XXXX XXXX have confirmed that the credit card is successfully linked to my XXXX account. 

Any assistance to resolve this issue is greatly appreciated. 

Here is a snippet of the offer terms taken from their website : -- Subject to credit approval. Only one XXXX credit card per customer. Must have earned XXXX from flying XXXX XXXX or an airline included in the XXXX partner network or have been a previous XXXX credit cardholder to apply. It is required to enter a valid mobile phone to fill out application. Before we approve you for a credit card, we will review your credit report and the information you provide in your application to confirm that you meet the criteria for this offer. Based on this review, you may receive a Visa Platinum or Visa Signature card. For benefits details, please read your credit card benefits materials which will be mailed after your account is established. 

1To qualify and receive your welcome bonus XXXX offer, you must make an eligible purchase with your Card within the first ninety ( 90 ) days of your Account opening date. The welcome bonus XXXX earned will appear in your XXXX member account within 6 to 8 weeks after your first eligible purchase was made to the Account, so long as your membership with XXXX has been confirmed, and the eligible purchase occurred within the 90 days previously referred to. To be eligible for this welcome bonus XXXX offer, your Account must remain open and in good standing on billing statement closing date where the first eligible purchase made to the Account is reflected. Subject to the terms and conditions of the program. For more information, call XXXX or visit XXXX. The following types of transactions do not qualify as eligible purchases and do not earn XXXX : use of Convenience Checks, Balance Transfers, Cash Advances, unauthorized or fraudulent charges or fees of any kind including Annual Fees or Balance Transfer Fees, Purchase of casino chips, other methods of gambling, or any other Transaction that we determine at our sole discretion constitutes or is equivalent to a Cash Advance. Subject to the terms and conditions of the program. For more information visit XXXX

Company response to consumer: Closed with explanation