Consumer complaint received 2016-06-21
Company: CITIBANK, N.A.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I signed up with a promotional code offered by Citibank offering XXXX AAdvantage Miles ( XXXX XXXX ) for opening a CitiGold checking account and completing a few requirements, eg. Making {$1000.00} in debit card purchases and using their billpay system in two consecutive months. I opened the account using the promotion code, and I sent Citibank a message through their online banking to confirm the offer was applied to my account. I received the following response " I have contacted XXXX ( XXXX ) on your behalf and I have confirmed that your account was opened with promotion : XXXX -Open a new Regular Checking account in The Citigold Account package by XXXX/XXXX/16. 
-Then, within 60 days after account opening : the required minimum amount {$1000.00} of purchases using the Citibank Debit Card must be posted to the new checking account AND 1 qualifying bill payment must be posted to the new checking account each month for two consecutive calendar months. 

XXXX XXXX, I am confident that this information will be helpful for you. I would like to personally thank you for your business and we appreciate having you for our customer. We look forward to serving you for many years to come! '' This secure message confirmed to me that the account was opened correctly and the promotion was active. Upon completing the requirements I contacted Citi again to confirm the requirements were met their response is as follows '' XXXX XXXX, I understand you will like to know if you completed the requirements for the promotion you used when your account was opened, my name is XXXX and I will gladly explain if we can expedite the bonus miles and confirm if you completed the requirements. 

I am glad to see that you completed the requirements in this month of XXXX and I happy to hear that you will be planning a trip soon and you will like to use the bonus miles, however we are unable to expedite the bonus, Citibank needs to make sure that all our clients fulfill all the Terms and Conditions for our promotions equally and fairly. '' This message went on to explain more of the terms and conditions which confirm that I was eligible as I received this offered code and I have not been a Citi account holder in the previous 60 days. 

I it has been more than 90 days since I completed the requirements of the promotion and the AAdvantage miles have not posted. I have tried to contact Citibank but they continue to respond with vague promises to respond and no resolutions, they refuse give time frames or confirm the date I will receive the miles and I have to date not received the promotional miles. 

Citibank through two separate secure messages confirmed the promotion was applied to my account, and confirmed I met the requirements for the bonus. They are now trying to deny awarding this bonus to me. Citibank is acting fraudulently and are trying to get out of awarding the bonus.

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