Consumer complaint received 2016-07-04
Company: CITIBANK, N.A.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
Dear officer, First of all, thank you for your time on this issue. I got a mail-in offer from Citi bank XX/XX/XXXX with a promo code " XXXX '' to get XXXX XXXX XXXX miles. Then I went to one of the Citi local branch to open a Citi gold checking and saving account with that mail-in offer presented to the banker, but I am still having issue to get the promotional XXXX XXXX XXXX miles. 

I have communicated back and forth to more than XXXX different customer service reps at Citi bank, all of them confirmed that I will receive it by XX/XX/XXXX statement billing cycle, and I even got charged the monthly fee for waiting this long. Meanwhile, XXXX of the reps helped me to do a promotional investigation. On the first investigation on XXXX/XXXX/2016, it says " We have confirmed that your account has met the necessary requirements to qualify for Promotion XXXX. '' Which will get me the XXXX XXXX XXXX miles. But the XXXX investigation on XXXX/XXXX/2016 says " After reviewing the account records, we have confirmed your account is eligible for Promotion XXXX. A credit of XXXX ThankYou ( R ) Points will be applied directly to your ThankYou ( R ) Member account within 30 days. '' It was very unprofessional of Citi Bank and disappointed to see the XXXX research have a different promotion code other than the one " XXXX '', which I presented the promotion mail offer to the banker when I first opened the account. 

Then I contacted Citi back and forth for another 3 or 4 times and the case is still not resolved. I did see there is a XXXX thank you points deposited into my account. BUT, this is not my problem, my problem is I used the mailed in promo code " XXXX '' I got from Citi in my mailbox to open my Citi gold account in order to get XXXX XXXX XXXX miles. It was very unprofessional of Citi Bank to use the wrong promo code. The first research result I got on XXXX/XXXX/2016 and several customer service reps ' notes on my account confirm that I use promo code " XXXX '' to open the account and has met all the requirement. 

I have been waiting for Citi to give me results as the customer service rep filed another internal case for me. But somehow, my entire checking account got closed on XX/XX/XXXX without any notice from Citi bank. I found it out because that I have a foreign wire came in but got returned, I got a call from the sender to let me know the wire was got rejected due to the account was closed. Then I called Citi bank to ask why my account was closed, the rep told me it was inactive and got closed, which does n't make any sense. I even got charged for the return wire fee. 

And I am running out of patience to wait for another investigation since I really need to use the XXXX XXXX miles to book a family trip. I just want to write to express my deep frustration and concern about the customer service and marketing team 's quality at Citi bank. 

Thanks again for your time and have a great day! 
XXXX

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