Consumer complaint received 2016-11-02
Company: CITIBANK, N.A.
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I thought this issue was resolved in a previous complaint ( XXXX ). Unfortunately the situation has only gotten worse as CitiBank has not provided the resolution that they promised. 

On XXXX XXXX, 2016 I received a letter in regard to my last complaint that I thought was a satisfactory resolution. " After reviewing XXXX XXXX claim, we discovered there was a misunderstanding involving our promotion disclosure. As a result of this, we will be honoring her request by crediting XXXX AAdvantage miles to her AAdvantage Member account within 60 days. '' Unfortunately it has been over 60 days and I have yet to receive the miles that I was to be credited with. 

On XXXX XXXX, 2016, I contacted Citibank to inquire about the XXXX miles that I was to be credited. They said that I should have already received them, and even asked for my AAdvantage account number so that the miles could be credited. 

On XXXX XXXX, 2016, I received a letter saying that I would not receive the miles as I was already credited with XXXX points for a different promotion ( I was not, and this issue was clarified in the original response to my first complaint ). 

On XXXX XXXX, 2016, I called Citibank to try to clear this up. I spent about an hour on the phone with a representative and they eventually came to the same conclusion that I would not be credited for the miles because I had gotten points from some other promotion ( again, I did not receive these points ). I asked if there was anything I could do to avoid contacting the CFPB again, but there was n't anything. 

At this point, I am extremely frustrated with this situation. I feel like I 've been consistently lied to and jerked around by CitiBank. I have a letter in front of me clearly stating that I should have received the XXXX AAdvantage miles by now, but somehow I 'm still completely helpless to do anything about it. The AAdvantage miles were the only reason I signed up for this checking account in XXXX, and I ca n't believe that I am still having to deal with this issue, and I am shocked at how unhelpful CitiBank has been when I 'm not submitting a CFPB complaint. I should not have to do this for a simple promotional offer. 

At this point I still have a significant amount of money wrapped up in my Citi Checking account for the purpose of avoiding fees. I was even charged other fees to have my account open before I chose to put a lot of money in the account to avoid this. Now I am stuck with this account that I ca n't close because I 'm still waiting on my miles, and I ca n't even take all my money out of it because they will charge me fees because I have n't maintained a high enough balance. 

I am attaching the CFPB response from Citibank that I received on XXXX XXXX, and the response I got from Citibank on XXXX XXXX when I inquired about my missing miles.

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