Consumer complaint received 2022-08-17
Company: CITIBANK, N.A.
State: TX
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 customer service

Complaint:
This complaint is totally different from my original complaint filed on XX/XX/XXXX. This complaint is about Citi have never answered XXXX simple question which I asked on XX/XX/XXXX, this complaint is about Citi customer representative trying to use XXXX different reasons to fool me around. This is NOT the duplicate complaint to Complaint ID XXXX!!!! 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I originally filed the case through CFPB on XX/XX/XXXX, and asked XXXX simple questions. I didnt receive any answer from Citi XXXX Citi XXXX repeated its misleading information in the response letter. In order to solve the problem, I provided all the facts again and asked Citi to answer those XXXX questions on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. After XXXX months and multiple emails back and forth, I havent received a clear answer for those XXXX questions yet. 

Citi already gave me XXXX different reasons to decline my XXXX bonus miles : XXXX. The first reason is, Citi didnt receive the invitation number XXXX. The second reason is XXXX month waiting period, after I provided the invitation number XXXX XXXX the third  reason, the promotion is from XXXX XXXXXXXX XXXX not from Citi XXXX the fourth reason, they reviewed my interaction with Citi customer representative on XXXX and XX/XX/XXXX, and determined that I was advised that I was not eligible for the offer. 

I dont know which reason is true, and why Citi XXXX me XXXX different reasons. For reason # XXXX, I also have received several paper invitation letters, it is hard to tell it is from AA or Citi. It actually doesnt matter who sent out the invitation email/letter, XXXX or Citi. I applied for this card through Citi customer representative, Citi has the responsibility to verify all the information and my eligibilities during my application. 

For reason # XXXX, my response is, you reviewed the interactions on the wrong date. You should review my interactions with your representative on XX/XX/XXXX and XX/XX/XXXX, instead of XX/XX/XXXX and XX/XX/XXXX XXXX. If you have read my CFPB complaint and other emails carefully, you should know that I submitted my application on XX/XX/XXXX and got manual approval on XX/XX/XXXX after the Citi customer rep called me and verified some information, she congratulated me for XXXX bonus at the end of conversation. 
XXXX. After I received my new Citi AAdvantage card on XX/XX/XXXX, I called Citi customer service again to check what is the deadline for me to be eligible for this XXXX bonus offer, since I need to make {$3000.00} within the first 3 month, and I was told that the deadline is XX/XX/XXXX. 
XXXX. I received my statement on XX/XX/XXXX, since I didnt get XXXX bonus miles, I called the Citi XXXX and customer rep told me that he didnt see the promotion code in my file, so I provided him with the invitation number XXXX. Please note, Citi representative didnt mention XXXX policy on XX/XX/XXXX call XXXX. XX/XX/XXXX call was the first time I was told that I was not eligible for XXXX bonus mile because of XXXX policy. 

The recording of my interaction with you representatives on XX/XX/XXXX and XX/XX/XXXX should indicate that I was confirmed I was eligible for XXXX bonus as long as I spend $ XXXX before XX/XX/XXXX. Also, logically it is very obvious, XXXX. Without the confirmation from your customer rep on XX/XX/XXXX, I wont apply for this card, since I already have enough high-quality cards. 
XXXX. If Citi rep had clearly told me XXXX new XXXX months policy on XX/XX/XXXX, I can wait until this XXXX to apply for this card, because I should be eligible for this card in this XXXX even with your new XXXX policy. 
XXXX. Without the confirmation from your customer rep on XX/XX/XXXX, XXXX wont start to use this card. As you can see, I havent used this credit after XX/XX/XXXX dispute. If Citi customer rep has clearly told me I was not eligible for promotion, I wont even activate this credit card. 

Trying to find new reason/excuse or repeat the misleading information in your response letter wont solve the problem. If you think the facts I listed above are not correct, you can clarify XXXX by XXXX. Otherwise, please answer my questions clearly XXXX by XXXX, which I have listed since XX/XX/XXXX : XXXX. Why XXXX bonus mile was on the top of the screen, with colorful big font size, and this new 48 month rule was put in the middle of nowhere fine print gray area? 
XXXX. Normal rule for new card promotion is XXXX months for XXXX, Bank XXXX XXXX and XXXX XXXX. Citi used to have this XXXX month as well. Why Citi didnt let me know their rule is 48 months instead of XXXX months, before and during my Citi XXXX application process? 
XXXX. A common practice is, if I am not eligible for XXXX promotion offer, I should be notified immediately with warnings like other banks do, before I submitting my application, so I can decide whether I still want to apply for that card. Citi didnt show any warning during my Citi XXXX application process. Why? 
XXXX. I believe Citi database should be very powerful, and be able to figure out which client is eligible for this XXXX bonus offer. My question is, if Citi knows I am not eligible for this promotion, then why Citi still repeatedly sent me pre-selected invitation letters and emails, and invited me to apply for this credit card with enlarged XXXX and other my personal info on the top of first page? 
XXXX. My application was not approved immediately, but approved on XX/XX/XXXX after the Citi customer rep called me and verified some information, and she congratulated me for XXXX bonus mile at the end of conversation. Why she didnt notify me that I am not eligible for XXXX bonus promotion at that time? 
XXXX. After I received my new Citi AAdvantage card, I called Citi customer service again to check what is the deadline for me to be eligible for this XXXX bonus offer, since I need to make {$3000.00} within the first XXXX month, and I was told the deadline is XX/XX/XXXX. Why Citi customer service didnt tell me I am not eligible for XXXX bonus promotion at that time?

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