Consumer complaint received 2017-10-02
Company: CITIBANK, N.A.
State: GA
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 have a Citi Dividend credit card with Citi Bank that offers 1 % cash back on all purchases and 4 % cash back each quarter on select purchases. From XX/XX/XXXX through XX/XX/XXXX, Citi Bank offered 5 % cash back on airlines  and hotels and resorts in the XXXX portfolio. I made a purchase at a XXXX XXXX XXXX XXXX in XXXX, FL that posted to my credit card on XX/XX/XXXX. I received 1 % cash back on this purchase but not the 4 % cash back offered during this quarter. I waited to see if the 4 % cash back would show on my XX/XX/XXXX and XX/XX/XXXX statements but it did not. I only received the 1 % cash back on this purchase, which reflected on my XX/XX/XXXX statement.
On XX/XX/XXXX at XXXX XXXX I called Citi Bank to inquire about the 4 % cash back on my purchase. I spoke to a Citi Bank representative and then a Citi Bank manager who stated that I had to sign-up for the 5 % cash back offer 2 days prior to my purchase to receive the additional 4 % cash back. The manager stated that I signed-up for the offer a few days after my purchase ; therefore, my purchase did not qualify for the additional 4 % cash back. I looked for this information on the Citi Bank website and I could not locate anything that supported what I was told. 

I called back at XXXX XXXX to gain an understanding of the sign-up process to receive the 5 % cash back. I spoke to a Citi Bank representative who stated that in order for me to receive cash back I had to activate the promotional offer first and once activated it would not go into effect until the next business day. I asked the Citi Bank representative where this information is found on the website and he stated he was not sure. The Citi Bank representative also stated that the 5 % cash back would not show on my statement until the quarter ended. However, based on my previous experience the bonus cash offer shows up on the closing statement of the purchase. 

This is not the first instance where Citi Bank has provided unclear terms and conditions. During XX/XX/XXXX through XX/XX/XXXX, Citi Bank offered 5 % cash back at Home Depot and home and garden stores. I made a large purchase at XXXX during this quarter and did not receive the additional 4 % cash back. When I called Citi Bank, one of its representatives told me that XXXX was not classified as a home and garden store and that Citi Bank does not determine how merchants are classified. However, Citi Bank states on its website that it does reserve the right to determine which purchases qualify for this offer and that merchants are generally classified based upon the merchant 's primary line of business. In addition, Citi Bank does not provide a way for its customers to verify a merchants classification prior to making a purchase. 

Citi Bank does not provide clear terms and conditions that a reasonable consumer can understand on its bonus cash offers. These practices are unfair and deceptive to customers. I would like to receive the 4 % bonus cash back that is due to me. In addition I would like the CFPB to require Citi Bank to provide clear terms and conditions on its website to consumers on its 5 % cash back offer.

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