Consumer complaint received 2023-07-02
Company: CITIBANK, N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/2023, I received an email offer from Citibank to earn XXXX American Airlines AAdvantage miles if I completed the following activities : 1 ) Open a new checking account by XX/XX/2023. 2 ) Make qualifying purchases of {$1000.00} on the debit card. 3 ) Have two or more direct deposits totaling {$1000.00} or more. 

On XX/XX/2023, I opened a checking account with Citibank through the offer email referenced above and transferred money through an external checking account to fund the account. Thus, completing requirement # 1. 

During the timeframe of XX/XX/2023, through XX/XX/2023, I made purchases on my debit card totaling {$1000.00}, which exceeds the {$1000.00} minimum spend requirement, thus completing requirement # 2. 

On XX/XX/2023, a direct deposit of {$1500.00} was made from my employer. On XX/XX/2023, a second direct deposit of {$1500.00} was made by my employer. On XX/XX/2023, a third direct deposit of {$1500.00} was made by my employer. Thus, completing requirement # 2. 

According to the terms of the offer, pulled directly from the email offer I received, and have attached to this complaint, " Your AAdvantage bonus miles will be credited to your AAdvantage account within 30 calendar days from the date you complete all required activities ''. Later in the email in the terms and conditions it states, " The maximum amount of bonus miles credited will be based on your Checking Account Package on the 30th calendar day after the Account Opening Date and completion of the Required Activities ''. Therefore, according to Citibank 's terms and conditions and email offer, once all required activities are completed the miles will be sent to my account on no later than the XXXX calendar day. 

However, I have yet to be given my miles and have been given the run around by the Citibank customer service teams : On XX/XX/2023 at XXXXXXXX XXXX, I called Citibank to confirm that my account is linked with the offer and to confirm that I have met all required activities. After I was given multiple false answers including that I did not have enough money in my account to qualify for the offer, I was told that there is no way to confirm that I have met the minimum requirements. Additionally, I was told by the customer service representative that I did not understand the offer terms and needed to have my account active for at least 90 days, then needed to wait another 30 days for the offer. I asked to speak with a supervisor and was denied. 

On XX/XX/2023 at XXXXXXXX XXXX  I called Citibank to check on the status of my offer. After being transferred around I was once again told that I did not understand the terms of the offer and was told that I needed to wait at least 90 days, plus another 30 days. After reading the quoted sections of the email several times to the customer service representative, she placed me on hold. She came back and stated that I have met all required activity for the account and because I met the requirements on XX/XX/2023, the miles would be in my account within 24-48 hours. When asked if she was positive that the miles would be issued today or tomorrow, she stated that she was 100 % sure. 

As of the writing and submission of my complaint, I still have yet to receive my offer miles from Citibank.

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 explanation