Consumer complaint received 2016-08-02
Company: CITIBANK, N.A.
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX XXXX 2016, I opened a Citigold checking account under a promotional offer ( Offer code : XXXX ). The promotion provided for an award of XXXX XXXX XXXX AAdvantage miles upon completion of a number of criteria : {$1000.00} in qualifying debit card purchases and one ( 1 ) or more qualifying bill payments for two ( 2 ) consecutive calendar months, with all requirements to be completed within sixty ( 60 ) days of account opening. A copy of the terms and conditions of the promotion is attached ( Attachment 1 ). 
On XXXX XXXX, I messaged Citibank via their online secure messaging system to verify that I was enrolled in the promotion and to confirm the requirements. On XXXX XXXX, I received a response from Citibank ( XXXX XXXX, Citibank communication reference number XXXX ) via the online secure messaging system welcoming me to Citigold, confirming that my account had been opened under promotional offer XXXX, reiterating the requirements of the offer ( as described in Attachment 1 ) and explaining that the XXXX promotional miles would be credited within ninety ( 90 ) calendar days of my meeting those requirements. A copy of this correspondence from Citibank is provided in Attachment 2. 
On XXXX XXXX, I again messaged Citibank via their online secure messaging system to provide my XXXX XXXX frequent flier number. On XXXX XXXX, I received a response from Citibank ( XXXX XXXX, Citibank communication reference number XXXX ) confirming that Citibank had received my frequent flier number, reminding me of the requirements of the offer I had been enrolled for ( as per Attachment 1 ) and repeating that the XXXX promotional miles would be credited within ninety ( 90 ) calendar days of my meeting those requirements. A copy of this correspondence from Citibank is provided in Attachment 3. 
After completing the requirements of the offer during the period of XX/XX/XXXX to XX/XX/2016, I again messaged Citibank via their online secure messaging system on XXXX XXXX. On XXXX XXXX, I received a response from Citibank ( XXXX XXXX, Citibank communication reference number XXXX ) confirming that the requirements of the offer had all been met and that the miles would be automatically credited to my account on or before XXXX XXXX 2016. A copy of this correspondence from Citibank confirming enrollment in the promotion and completion of the requirements is provided in Attachment 4. 
On XXXX XXXX 2016, I had not received the AAdvantage promotional miles so contacted Citibank. I received a response back from Citibank on XXXX XXXX 2016 ( XXXX XXXX, Citibank communication reference number XXXX ) explaining that I will not receive the promotional miles as I was now not targeted and so not eligible. A copy of this correspondence from Citibank is provided in Attachment 5. 
This was surprising and disappointing - Citibank had previously confirmed my eligibility for the offer ( Attachment 2 ; Attachment 3 ) and assurances had been given by Citibank that I had met all the criteria and even provided a specific date by when the promotional bonus would be awarded ( Attachment 4 ). 
I have made financial decisions with Citibank assuming the promotional miles would be paid ( including paying monthly service fees ). To arbitrarily decide in XX/XX/XXXX that commitments made by them previously in the year would no longer be honored is a breach of our arrangement. 
Under the terms and conditions of the promotion, I am eligible : I am a Citi AAdvantage credit cardmember who received the communication, I am over 18 years of age, and I did not already have a consumer checking account with Citibank. The account was and continues to be maintained in good standing. 
As of the date of this complaint, the AAdvantage promotional miles have not been issued by Citibank, despite Citibank 's assurances that they would be awarded before XX/XX/2016.

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