Consumer complaint received 2020-01-09
Company: CITIBANK, N.A.
State: IL
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:
Citicard 's XXXX XXXX credit card offers a benefit that if you spend over {$20000.00} in a 12-month period you will receive a {$100.00} XXXX XXXX credit. I spent over {$20000.00} during the XXXX period but did not get this {$100.00} credit. I have been calling Citicard for over three months and they tell me they will look into it and then send a rejection letter weeks later. I have received three rejection letters and each time it says something different on why I did not get this promotional benefit. 

1. The first letter acknowledged a different promotion and stated why I was not eligible. I called back to follow up and they realized they did an inquiry on the wrong promo. They re-filed the inquiry for the correct promo. I do not have this original rejection letter. 

2. The second rejection letter is dated XX/XX/XXXX. It states " Lost or stolen certificates can not be replaced. '' I called them back after receiving this to complain I never received it. They said they would look into it. 

3. The third rejection letter is dated XX/XX/XXXX. It stated that the promotion started in XXXX. They said I did not have a rolling 12 month period. My period to spend {$20000.00} was only from XX/XX/XXXX through XX/XX/XXXX. During this period I only spent ~ $ XXXX. This is where I caught them in a lie. I have the original email that speaks about the promotion ( attachment ). I have copy/pasted the exact wording of the promotion below. The promotion states that you need to spend {$20000.00} " every 12 months from the billing period after your annual fee bills. '' My {$95.00} membership fee is paid in XXXX. My interpretation of this wording is that I need to spend $ XXXX from XX/XX/XXXX to XX/XX/XXXX. I don't know why a reasonable person would think the period would start XX/XX/XXXX through XX/XX/XXXX ( less than 12 months ). Please review the below promo language and let me know what you think. I can verify that I spent over $ XXXX during the 12 month period so I believe the promo applies to me. If they meant the period started in XXXX the advertising should have stated XXXX. 

At this point it is not about the money. It is about principal. Every time I call Citi I have to listen to a 10 minute prompt before I am even able to talk to a representative. They go through troves of information ( account balance, miles balance, last time I paid, ect. ) before you have the ability to hear the dial prompt. This is designed to make people give up. I have spent hours trying to resolve this issue. They give me lack of details when I speak with them and send a rejection letter without an easy way to contact someone. I will keep the # 2 and # 3 rejection letters. Please review the wording below and tell me how you interpret the promotion. Do you think the period is 12 months or do you think the period to spend $ XXXX is 8 month? Citibank is a large corporation and I am just one person. It is frustrating I had to take these steps to get my {$100.00} promotion. 

Transcript of the Promo wording " Earn a {$100.00} XXXX XXXX Flight Discount ( the " Flight Discount '' ) after you spend {$20000.00} or more in purchases on your Citi / AAdvantage Platinum Select card during your cardmembership year ( every 12 months from the billing period after your annual fee bills through the next billing period your annual fee bills. ) For your first year of cardmembership, purchases qualify as of the date of your account opening. To receive the Flight Discount, your account must be open for one billing cycle after your annual fee is billed. The Flight Discount expires one year from date of issue of the certificate. The Flight Discount is redeemable toward the initial ticket purchase of air travel wholly on flights marketed and operated by XXXX XXXX, or on flights marketed by XXXX XXXX and operated by XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX  XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, for itineraries origination in the U.S. , Puerto Rico or U.S. Virgin Islands . The Flight Discount is also redeemable for air travel on any XXXX XXXX or XXXX XXXX codeshare flight. The Flight Discount is redeemable online at XXXX, or by calling XXXX XXXX Reservations. A reservations services fee may apply for travel booked through XXXX XXXX Reservations. The Flight Discount is redeemable only toward the purchase of the base airfare and directly associated taxes, fees and charges that are collected as part of the fare calculation for travel. The Flight Discount may not be used for flight products and/or services that are sold separately or non-flight products and/or services sold by XXXX XXXX. If the ticket price is greater than the value of the Flight Discount,  the difference must be paid only with a credit, debit or charge card, or with XXXX XXXX Gift Cards. If travel booked with the Flight Discount is cancelled or changed by the cardmember, the Flight Discount will be forfeited and the cardmember will be responsible for any applicable fare difference and the applicable change fee. The Flight Discount will not be replaced for any reason. The Flight Discount is non-refundable, may not be sold and has no cash redemption value. After qualification, please allow 8 to 12 weeks for delivery of the Flight Discount "

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