Consumer complaint received 2018-12-07
Company: CITIBANK, N.A.
State: CA
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 continue to be a loyal customer of Citibank since XX/XX/XXXX with an average balance of {$50000.00}. I also have Citibank credit cards ( both business and personal ) and I have had these credit cards for years. Words can not express my frustration in my repeated attempts to get Citibank to honor its obligations under a credit card promotion/special offer. I am so frustrated. I had no choice but to file this complaint for an investigation and resolution. 

On or about XX/XX/XXXX, I applied for and opened a Citibusiness AAdvantage Platinum Select World Mastercard ending in XXXX ( the current last 4 digits are XXXX ). I wanted the card for the free checked baggage, boarding privileges, no FX fees, companion certificate, etc. I was also attracted to the 2x American AAdvantage miles on purchases. Pursuant to the Citibusiness AAdvantage Platinum Select World Mastercard online promotions terms and conditions, I would earn XXXX American AAdvantage bonus miles after {$4000.00} in purchases in the first 4 months account opening. ( See attached screenshot I took prior to applying for the card. ) On or about early XX/XX/XXXX, I called and spoke with a Citibank customer service representative ( CSR ). I inquired specifically to confirm that I was eligible for the XXXX bonus miles, and that I would receive them after the {$4000.00} in purchases in 4 months. The CSR advised that I was not eligible. I was told that it was because I closed a Citibusiness AAdvantage Select card ( ending in XXXX ) within the last 24 months and the offer did not apply. 

I then advised the CSR that I have never closed my Citibusiness AAdvantage Select card and there must be a mistake on their end. I told her that my Citibusiness AAdvantage Select card ( which I opened in XX/XX/XXXX ) had been automatically converted from a Visa to a Mastercard ( ending in XXXX XXXX in XX/XX/XXXX, but that I have never closed my Citibusiness AAdvantage Select card. The CSR said I was correct -- I had not closed my Citibusiness card ending in XXXX. She said that the special offers department made an obvious error, and that she would send a reconsideration request to the customer service team, and I would receive a response in writing. She told me not to worry about it, that the service team would see the mistake and confirm my eligibility for the promotional XXXX bonus miles. 

However, I received a XX/XX/XXXX account update letter stating that special offers will not apply when an when an existing account has been approved or closed within 24 months ( the card ending in XXXX discussed above. ) On XX/XX/XXXX, I once again contacted Citibank customer service and spoke with a CSR by the name of XXXX who stated she was out of the Florida office. She was very professional, and really cared. My experience with XXXX was wonderful. She spent approximately 45 minutes with me on the phone. I repeated to her that I received a letter saying I was not eligible for the special offer because the letter incorrectly stated I closed an existing account ( ending in XXXX ) when in fact I had not. I told her that my Citibusiness AAdvantage Select card ( ending in XXXX ) was automatically converted from a Visa to a Master card ending in XXXX. I never wanted to close, nor did I close my Citibusiness AAdvantage Select card ending in XXXX. It was converted to a Mastercard ending in XXXX. ( See screenshot with both accounts in my profile. ) XXXX, the CSR, put me on hold researched my account history. She told me that a mistake was made by Citibank in the letter because it was a bank decision to convert my Citibusiness AAdvantage Select card ending in XXXX to a Mastercard ending in XXXX. She said the card was converted in XX/XX/XXXX for all Visa holders of the card and that I had no choice in this conversion. She said your XXXX card was never closed ; it was converted by Citibank to a Mastercard ( XXXX ). She also double checked with a colleague who confirmed the same that my XXXX card was never closed ; it was converted by Citibank automatically to a Citibusiness Select Mastercard. She and her colleague stated it was a mistake by Citibank to deny me the promotional offer based upon an account closure within 24 months. She said I was indeed eligible for the bonus miles offer. She said she would send a request to customer service to investigate and that I will receive a letter confirming my eligibility for the XXXX mile promotion. I thanked her for her time. 

Regrettably, nothing changed. I received a letter dated XX/XX/XXXX from Citibanks Customer Service Team informing me once again that its records showed that my account ending in XXXX was closed with 24 months of the account opening and I was not eligible for the one-time bonus miles offer. ( See attached letter. ) As of the date of this complaint, my AAdvantage miles have still not been deposited to my AAdvantage account, notwithstanding that I have spent more than {$4000.00} in purchase in 4 months. 
Under the terms and conditions of the promotion I am eligible for the promotion as confirmed twice by two different Citibank Customer Service Reps via telephone. I made {$4000.00} in purchases in 4 months after account opening ; my business did not already have this card ; and I DID NOT open or close a Citibusiness AAdvantage card with 24 months of account opening. 

I am very upset because Citibank is my bank and I personally feel let down after completing my obligations. I expect Citibank to do the right thing here, and to honor its obligations, especially to loyal Citibank customers such as myself that complied with the terms and conditions of a special offer. I seek an amicable resolution of this matter that can be easily achieved by Citibank honoring its obligations under the promotion by depositing XXXX American AAdvantage miles into my AAdvantage account. Please right this wrong. Thank you for your consideration.

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