Consumer complaint received 2018-05-31
Company: CITIBANK, N.A.
State: WI
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:
On Sunday, XX/XX/XXXX, I received an offer from " My Best Buy Visa Card ''. The offer stated that if I spent {$100.00} outside of Best Buy using my card, I'd receive a {$15.00} reward certificate 3-4 weeks after making the purchase. 

The exact wording of the offer : " This offer is only for the intended recipient of this e-mail. Activate offer and use your My Best Buy Visa to spend {$100.00} or more in purchases outside of Best Buy from XX/XX/XXXX to XX/XX/XXXX to get a {$15.00} bonus reward certificate. Bonus certificate valid for 30 days from issuance. The certificate will post to your loyalty account 34 weeks after qualifying purchases have been made. '' I completed all of the required purchased by making a {$140.00} purchase on XX/XX/XXXX outside of Best Buy. Based on the terms of the offer, I should've received the {$15.00} certificate to my loyalty account no later than Wednesday, XX/XX/XXXX ( 28 days after XX/XX/XXXX ). When I contacted Citi Group on XX/XX/XXXX, NA and informed them I still hadn't received the certificate, they directed me to contact " My Best Buy Rewards '' at XXXX. 

I contacted " My Best Buy Rewards '' on XX/XX/XXXX. I got transferred a few times before being told that " the certificates post at the end of the month. You should see it on the XXXX ''. When I had pointed out that the terms of their offer said that I should've received the certificate no later than XX/XX/XXXX, they were unapologetic, but I was assured that the certificate would post by XX/XX/XXXX. 

On XX/XX/XXXX, the certificate was not there. I attempted to contact Best Buy Rewards by phone again. The first person told me the reward certificates were late, and they'd appear shortly. I stated that I did not care. The TERMS of the offer said I should have the statement, and I would NOT wait. She did not budge. I asked to speak to her manager. She said she did not have a manager. I told her I found it difficult to believe that she didn't report to anyone. Was she the president of Best Buy? She hung up on me. I called back and immediately asked the next person I spoke to to talk to a manager. He agreed and transferred me to another person. When I was connected to that other person, I asked if he was a manager, letting him know I had asked to be connected to a manager. He said he wasn't and then said he'd connect me to one. After waiting for around 5 minutes, I was disconnected. 

Meanwhile, I also sent " XXXX '' a message on the Best Buy forums explaining the situation. As I explained to her, part of the reason I had taken advantage of the offer was that based on the terms of the offer I should have received the certificate in time to take advantage of the sales for Memorial Day. I informed her that there was also a current sale I'd like to take advantage of, and asked her if my certificate was delayed long enough that I too missed that sale, if she could honor it. She said no. 

I've received ZERO satisfactory service from Citi/Best Buy. They are uncaring that they are violating the terms of their own offer. They are about to lose a customer over {$15.00}.

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