Consumer complaint received 2016-07-22
Company: CITIBANK, N.A.
State: MO
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX/XXXX/16 I opened a Citigold account after being enticed by their sign-up bonus offer of XXXX XXXX XXXX AAdvantage Miles after meeting the requirements of the promotion. 
The Citigold package stated you needed to open an account by XXXX/XXXX/16, spend {$1000.00} in qualifying debit Card purchases and have one or more qualifying bill payments for 2 consecutive calendar months within 60 days after account opening. 
After meeting all of the above requirements, on XXXX/XXXX/2016, I contacted XXXX XXXX via chat to confirm that I had completed all of the qualifying activities for the promotion on my account. He confirmed that I had met each requirement and that I was qualified for the promo. I was told to expect my points to post no later than 90 days ( XXXX/XXXX/16 ). 
On XXXX/XXXX/16, after waiting the full 90 days, no AAdvantage miles were credited to my account. I then contacted CSR XXXX via chat to see when I could expect the points. XXXX told me she put in a request and the points would be credited in XXXX business days. 
On XXXX/XXXX/16, after waiting for the 2 business days and 5 additional business days, I placed a call to Citigold and talked to CSR XXXX. She told me that my request was under an investigation and I would hear back in 24-48 hours. When I inquired why my account was under an " investigation '' she said some people were not supposed to get the points? I told her that I had already confirmed that I had qualified and she said she put in a 2nd request for my points. 
On XXXX/XXXX/16, after waiting 48 hours with no call from Citibank, I contacted CSR XXXX via chat who said that the promotions team was already working on my request and I should hear from no later than XXXX/XXXX/2016. 
On XXXX/XXXX/16, after Citibank had not contacted me again within the promised time, I received a letter to my e-mail address stating " Unfortunately, there was not an AAdvantage Miles promotion offered in conjunction with the opening of your account. '' I then called Citibank and was transferred to supervisor XXXX. I told him I was confused because I had applied for this account with the promotional offer and confirmed on multiple occasions I was eligible and met all of the requirements. He told me that I was not " targeted ''. When I asked him why I was able to sign up and use my code he just kept repeating " you were not targeted ''. I asked him repeatedly why I have only now been informed of this and why no other CSR said anything to me but only confirmed my eligibility. He stated " I 'm sorry that they did n't inform you that you were not a targeted customer ''. 
At this time I feel that I have been a victim of fraud and have no other recourse but to file a complaint with the CFPB. It is fraudulent to continue to mislead a customer that they will receive a promotional offer for which Citibank has no intention of honoring. For 111 days after confirming I was qualified I have been just waiting and no one told me I was not eligible. Citibank had 5 separate chances to inform me that I was for some reason not eligible for the promotion they marketed. 
Instead Citibank drug out the process so they could steal as much money from me using their products as possible before they informed me that they were never going to hold up their part of the agreement for me meeting ALL of their requirements for the promotion they enticed and allowed me to sign up for. 

I demand that my account be credited the XXXX AAdvantage miles promised to me for holding up my end of the agreement.

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