Consumer complaint received 2016-08-30
Company: CITIBANK, N.A.
State: IN
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX/XXXX/2015, I opened a Citigold Checking Account through CitiBank using the promo code XXXX. This promo code was advertised to give a bonus of XXXX bonus ThankYou Points after opening a new CitiGold account by XXXX/XXXX/2015 and, within 60 days of account opening, post 1 bill payment each month for 2 consecutive months. 

Prior to opening the account, I called CitiBank to confirm my eligibility. The representative confirmed that I was eligible, so I signed up on the website. Upon approval of the account, I immediately initiated a re-occurring bill payment, scheduling it once a month for 2 months. 
After the second bill payment posted, I called CitiBank. The representative confirmed that I had met the terms of the promotion, and that I would be receiving the bonus points in the next few months. 
The points had still not posted in XX/XX/XXXX, so I called back in. The representative again assured me that they would be posting, as I had met the terms of the promotion. 
The points still had not posted a couple of months later, so I again called in. This time, I was told that if I had not been targeted for the promotion, I would not be receiving the points, but that they would look into it and send me a letter. 
I never heard anything back, so I called again and was told the same thing. This time, I received an email a few days afterwards stating that I was not targeted for the promotion, and would not be awarded the points. 
I called back in and informed them that I had been targeted for the promotion, and even if I had not been, they had told me for nearly 6 months that I was eligible and had met the terms. Meanwhile, I was being charged a $ XXXX/month account fee. After being transferred around for just over an hour, I was transferred to the wrong department. Someone at Citi had accidentally transferred me to the department which handles inquiries from Citi employees regarding their employee Citi savings/checking accounts. Despite being confused at how I got there, the representative was very helpful. He again confirmed that the promo code was showing as attached to my account, and that I had met the terms including the bill payment. He promised to have this looked into and said that I would receive a letter in the next week with the outcome of the investigation. 
A week passed and no letter. I called back in, and the representative could find no record of the conversation I had previously, and no record of the investigation being initiated. She apologized and promised to follow through with initiating it herself. A few days later I again received an email claiming that I was not targeted and would therefore not be awarded the points. 
I called again, and again informed the representative of the ordeal I had been put through, and that I had been told for so long that I was eligible and had completed the terms, and would be receiving the points. This representative was very helpful and promised to escalate the claim. 
But again, the same outcome. 
Citi does not seem to care what they have told the customer. They do n't care what promises they have made. They do n't care about compensating for telling the customer wrong or deceitful information. 
I called again today to give them one last chance, and the best I was offered was that they could put in a request to potentially send me XXXX ThankYou points as an apology. Despite the fact that I had been promised XXXX ThankYou points. 

I would be happy to furnish the phone call recordings, and I am sure Citi can do the same.

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