Consumer complaint received 2016-06-29
Company: CITIBANK, N.A.
State: NC
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX/XXXX/XXXX, I opened a Citigold checking account with an offer stating I would receive XXXX AAadvantage miles ( worth approx. {$750.00} ) after meeting certain criteria. I then met those criteria, confirmed with a Citi representative that I had met the criteria on XXXX/XXXX/XXXX, and was told to expect the XXXX miles to be deposited into my account by XXXX/XXXX/XXXX. The promotion terms specifically states that the 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. '' In the ensuing months, I was charged a monthly service fee of {$30.00}. Now, after confirming this promotion was applied to my account, confirming that I had met the requirements, and confirming that the points would be deposited by XXXX/XXXX/XXXX, Citi has pulled a bait and switch. They have refused to deposit any miles into my account. 

I sent a message to Citi XX/XX/XXXX asking about the status, and Citi responded stating that they have requested the credit of the miles to my AAdvantage account and that I should revive a prompt response by e-mail. Having received no e-mail and no miles, on XXXX/XXXX/XXXX I contacted Citi and they responded stating for the first time that they " have received a overwhelming response to the Promotions and all accounts are under review. '' Citi now promised that I would receive a letter by U.S. mail " with the outcome of this request. '' I contacted Citi again on XXXX/XXXX/XXXX, and they responded stating that they understood my " concerns with the status of the investigation on the promotion offer '' and that they did " not have an estimated time on the promotion. '' Now I have {$60.00} of fees ( soon to be {$90.00} XX/XX/XXXX ) and I still do not have any of the miled credited to my account. A search on XXXX reveals forums full of people who are having this same problem with Citi. It 's not right. I 've been lied to and they have no problem collecting a monthly account fee while they " investigate '' whether they are going to honor the terms of their promotion. Apparently I have to uphold my end of the terms and conditions by paying a monthly service fee, but Citi does n't have to uphold their promotion. Something needs to be done. I hope enough pressure can be put on Citibank to make them honor the promotion they already told me I qualified for XX/XX/XXXX. I have saved the promotion terms I was provided in XX/XX/XXXX, and all of the secure communications I exchanged with Citi representatives, including the message where they confirmed that I had met all qualifications for the offer and should expect to receive the miles XX/XX/XXXX. Here is a copy/paste of the secure message ( with identifying information removed ) where Citi acknowledged I had met the requirements for, and would receive the miles : From : XXXX Date : XXXX AccountNumber : InterestCheckingXXXX Subject : Re : PromotionalOffer Reference : XXXX DearXXXX.XXXX, MynameisXXXX, andIappreciateyoutakingthetimetocommunicatewithmeaboutapromotionlinkedtoyourCitigold CheckingaccountendinginXXXX.IamhappytohearfromyouandIhopeyouarehavingaterrificday.Itismypleasuretohelp youwithyourfinancialneeds. 

Uponreviewofyouraccount, IseethatyourapplicationwassubmittedonXX/XX/XXXXwithpromotioncodeXXXX ... .YoucompletedtheaboverequirementssoyoucanexpectthebonusmilestobereflectedonyourXX/XX/XXXXstatement.Your XXXXmilesnumberisassociatedwiththisapplicationsincethisisatargetedpromotionbasedonyourAAdvantageMasterCard withCitibank.

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 monetary relief