Consumer complaint received 2016-04-30
Company: CITIBANK, N.A.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I opened a Citigold checking account with Citi on XXXX/XXXX/XXXX due to receiving a promotional flyer offering XXXX XXXX XXXX AAdvantage miles using promotional code " XXXX '' if I met the following conditions : " Within 60 days of account opening, complete these everyday banking activities : - XXXX qualifying bill payment for 2 consecutive months - Spend {$1000.00} in purchases using your Citibank Debit Card '' I applied for the account and was approved, whereupon I met the requirements on XXXX/XXXX/XXXX. I confirmed that I met all requirements via Citi SecureMessage ( CSM ) on XXXX/XXXX/XXXX. 

On XXXX/XXXX/XXXX I contacted CSM to confirm I would be receiving my miles this month. I received a response from CSM on XXXX/XXXX/XXXX stating the miles were posted to my account on XXXX/XXXX/XXXX. I replied back stating I did not receive the miles and received a CSM on XXXX/XXXX/XXXX stating a research case had been opened. I contacted CSM on XXXX/XXXX/XXXX to see the status of the research case. I received a CSM the same day stating that the research case had been completed and " We confirmed you qualify to receive the XXXX AAdvantage miles ''. 

I also received an e-communication : Title : Our Research Results Date : XXXX/XXXX/XXXX Message : " Your account does qualify for Promotion XXXX, which offered XXXX XXXX Miles. Citibank is eager to have these miles applied to your XXXX XXXX AAdvantage account, however ; will need your XXXX XXXX AAdvantage account number to process your request. Please contact Citibank Online Services at XXXX at your earliest convenience to provide the AAdvantage account number. '' I did not wish to continue sending CSM to just provide my AAdvantage account number ( which I provided upon application ), so I called on XXXX/XXXX/XXXX to provide this information. I was told the information was submitted and I would hear back from Citi. I then received an e-communication : Title : Our Research Results Date : XXXX/XXXX/XXXX Message : " Recently, you contacted us regarding your account and whether your account qualified for an AAdvantage Miles promotional offer. We appreciate your patience while waiting for our response. 
Unfortunately, there was not an AAdvantage Miles promotion offered in conjunction with the opening of your account. While Citi does offer AAdvantage miles promotions at times, those offers are only available to the individual to whom the offer was addressed. '' I spoke at length ( XXXX minutes on XXXX/XXXX/XXXX, XXXX minutes on XXXX/XXXX/XXXX ) on the phone to Citigold representatives, who stated it was indicated in the account I was not eligible for the promotion. I confirmed multiple times via CSM and am now being denied my XXXX AAdvantage miles, despite meeting all requirements and receiving a promotional flyer regarding this. It would be imprudent for Citi to believe I should keep that flyer for XXXX months to prove eligibility, especially since I verified multiple times I was eligible.

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