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

Complaint:
Dear CFPB : I need to send a major concern/complaint about the false advertisement made by Citi Bank to encourage custimers to sign into their Citi Gold account to receive bonus American Airline bonus miles. 
I opened a Citi Gold checking account with more than $ XXXX deposited in ec. XXXX and made several checking activities to meet the bonus XXXX miles requirement. 
Based on the email I received ( attached ) from Citi in XXXX 2016, I met all of the spending requirements and I should receive the bonus XXXX miles by XXXX/XXXX/16. 
However, nothing happen and I asked Citi to investigate XX/XX/2016 and stil nothing happen for the past 7 weeks when they said they will open an investigation. 
There is something wrong for Citi Bank to create this false advertisement to ivite customers to sign up their checking account -- without honoring their promise for offering AA bonus miles. 
I am requesting Citi to process their promised XXXX bonus miles in the next 30 days. 
Thanks to help many citizens like me having problems with Citi false campaign. 

XXXX XXXX Citi Gold # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX XXXX XXXX Date : XX/XX/2016 Subject : Re : Promotional Offer Reference : XXXX Dear XXXX XXXX, Welcome to Citibank 's Online Message Service, my name is XXXX. I hope you are having a great day and it is my goal to thoroughly address all of your concerns today with your promotion inquiry. 

I certainly understand your concerns with the status of the investigation on the promotion offer. After further review of your account, I can confirm that the case is still being investigated. Once the investigation is completed, you will be notified via secure email and Citibank Online message with the outcome. Please be advised due to the high volume of cases, it can take sometime for the case to be resolved. As soon as the case is resolved, you will be notified via secure email and Citibank Online message. I do apologize for any inconvenience it may poses due to the time it takes to work the case. 

Please note, all promotions will differ and are targeted to specific account holders during specific time frames ; so if you did not receive this promotion via your Citi credit card statement, personal email, or through U.S mail to your home address you will not qualify for this promotion. If you have had a previous account with Citibank, you will not be eligible for the promotion offer. We regret if this causes you any inconvenience. 


-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX Wise Date : XX/XX/2016 Account Number : Interest Checking XXXX Subject : Re : Promotional Offer Reference : XXXX Dear XXXX XXXX, Welcome to Citigold 's Online Message Service, my name is XXXX and I hope that you are having a pleasant day today. I will be pleased to provide more information regarding your promotion. 

I can confirm that you completed the requirements for the promotion XXXX to receive XXXX XXXX miles as of XXXX/XXXX/16. Per the promotion policy, the AAdvantage bonus miles will be credited by Citibank to your AAdvantage account within 90 days from the end of the statement period in which you complete all offer requirements. The end of the statement period is XXXX/XXXX/16. 

With this in mind, you should expect to have your miles processed no later than XXXX/XXXX/16. Please note, it does take AAdvantage an extra statement cycle to reflect the miles online.

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