Consumer complaint received 2020-02-15
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
Called Citibank on XX/XX/2020 to cancel my Citi Aadvantage Credit Card. After citing concerns about the card I was forwarded to a retention specialist, to see if they can give me offers which will have me keep the account/credit card open. When speaking with the retention specialist I was initially offered to spend {$99.00} in the next 30 days and I would then receive a {$99.00} statement credit. I told the agent that I am more interested in an offer which offers XXXX XXXX  miles instead. The agent then tells me there is another offer on my account where if I spend {$1000.00} in the next 90 days not only will I receive 2 AAdvantage miles per dollar, but also a XXXX AAdvantage mile bonus for the spend requirement. Thus my net total is XXXX AAdvantage Miles. I proceeded to tell the agent I am interested in this offer and she tells me that I can accept both. I verify the terms and conditions for both offers numerous times and she reads them back to me as verification. Once it is settled I thank her and end the call. Please note these calls are recorded and you can hear the recordings. 

I then call Citibank on XX/XX/2020 to verify and double check the two offers put on my credit card. Upon speaking with the agent I am told I only have one offer on my account which has been activated and that is the offer in which I get a {$99.00} statement credit when I spend {$99.00} within 30 days. I then told the retention specialist agent to please go back and listen to the phone call and transcript to verify what I was promised for me to keep the card. The agent states that she has filed a complaint and a report to listen to the phone call and transcript and for me to call back 24 to 48 hours later for a solution. 

I call Citibank back on XX/XX/2020 to follow up my phone call from XX/XX/XXXX. I first speak with an account manager and then with an account supervisor who then forwarded me to the retention specialist supervisor. The supervisor refuses to honor the promotional offers that were given to me, stating that once I accepted one offer I am unable to get another offer on the account. She also then states that I can not change the offer from the {$99.00} statement credit to the bonus Aadvantage miles offer. I do not work for Citibank nor am I knowledgeable on their policies and procedures pertaining to offers. When the first agent that I spoke to on XX/XX/XXXX offered me both offers she never once mentioned that if I accept one I am in eligible for the other, to the contrary she stated that I am eligible for both offers and that both offers have been added to my account. The retention specialist supervisor repeatedly tells me that I can not get both offers nor can I switch the offer now for the Aadvantage miles. She acknowledges that I was given misinformation by her representative on XX/XX/XXXX. She continues to reiterate that I already accepted one offer so they can not give me another, however I was unaware of this information and had I known this was the case I would have initially just accepted the offer for the XXXX XXXX AAdvantage miles. Throughout this whole ordeal I feel as if I was lied to and mislead in order for Citibank to keep my account open and for me to keep spending on the credit card.

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