Consumer complaint received 2020-11-21
Company: CITIBANK, N.A.
State: NC
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
We opened a new Citi Miles Ahead Savings Account ( Account # XXXX ) on XX/XX/XXXX with Citibank , N.A . and funded it with {$10000.00} based on an email offer received on XX/XX/XXXX ( this is in addition to a Citi Executive credit card we currently have ). The promotional offer ( actual email attached ) stated we would receive XXXX XXXX XXXX miles upon funding and keeping the account balance at or above {$10000.00} for 90 days. 

On XX/XX/XXXX ( after completion of the 90 days mentioned above and maintaining the {$10000.00} balance throughout the 90 days ), we initiated a customer service chat online at citi.com with Citibank employee XXXX  ( transcript attached ) asking if we qualified for the XXXX miles and she stated I see that you have deposited the funds in your account on XX/XX/XXXX and 90 days got over by XX/XX/XXXX. After qualifying deposit activity in your Citi Miles Ahead Savings Account, please allow up to 90 for the acquisition bonus miles to be deposited into your AAdvantage Frequent Flyer account. Note these miles will not appear on your Citi Miles Ahead Savings Account nor your Citi/AAdvantage consumer credit card account statements. You can monitor your rewards via the online rewards dashboard. In this case, you will receive the miles in your AA account I said Can I withdraw the account balance now since I have earned the bonus miles? By leaving the money in account for 90 days. and she replied Yes, you can withdraw the balance. As you have already met the minimum requirement, you can start to use the balance. 

I confirmed via customer service online chat again on XX/XX/XXXX that the XXXX miles will be credited by XX/XX/XXXX ( 90 days from XX/XX/XXXX ). I confirmed via phone call to Citi customer service on XX/XX/XXXX at XXXX XXXX. that the XXXX miles will be credited by XX/XX/XXXX. I confirmed via phone call to Citi customer service on XX/XX/XXXX at XXXX XXXX Eastern Time and was told that the miles will be credited in 1 more day since it was not yet XXXX Pacific Time. 

And now after all that we have been told on XX/XX/XXXX ( letter attached ) upon submitting a promotion dispute on XX/XX/XXXX that the promotion will not be given to us because the account was closed even though not one word about this was mentioned to us on 2 online chats documented above and 2 phone calls documented above with Citibank customer service representatives and we were communicated to IN WRITING from Citibank that we earned the promotion and could withdraw the account balance. Also, in the email offer on XX/XX/XXXX there is no mention about this requirement in the terms and conditions. 

We are extremely disappointed and frustrated about this entire situation. This certainly feels like false advertising and we need a response as quickly as possible. 

We have used Citibank for many years for our credit card needs and would like this situation to be resolved in a positive way.

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