Consumer complaint received 2016-07-08
Company: CITIBANK, N.A.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I signed up for a new Citigold bank account with Citibank, N.A., pursuant to a promotion offering XXXX XXXX XXXX Aadvantage miles. The promotional code is XXXX. At some point in either XXXX or early XXXX, XXXX, I applied online for this account and used the aforementioned promotional code. I was approved for the account, without any mention of any issues existing with my eligibility for the promotion. On XXXX XXXX, XXXX, I sought confirmation of my completion of the promotional terms in writing from Citi by way of secure message ( all secure messages referenced are attached and offered as evidence in support of this formal complaint ). The next day, on XXXX XXXX, XXXX, I received a response from Citi representative XXXX XXXX XXXX, who stated, in pertinent part, that all promotions will differ and are targeted to specific account holders at different times, and if I was not targeted I will not qualify for the promotion. In the very next sentence, XXXX XXXX stated, " Our ( Citi 's ) records confirm that your account met all requirements for promotion code XXXX. The AAdvantage bonus miles will be credited by Citibank to your AAdavantage account within 90 calendar days from the date when you completed all offer requirements. Please keep in mind this waiting period is standard for all promotions and can not be waived. After your 90 day waiting period is complete or by XXXX/XXXX/XXXX, the bonus miles will be applied at the end of the next statement billing cycle, which will be no later than the end of the XXXX XXXX statement. '' As the boilerplate language in the message about Citi 's general methods of targeting only certain account holders was immediately followed by a direct, unconditional statement that Citi 's records confirm my account met all requirements, and even providing the time when I should expect them, I was reasonably assured that I would receive the miles. 


Secure in the knowledge that I had " met all the requirements '' and that my miles " will be credited '' after the 90 day waiting period, I waited. After the expiry of the 90 day waiting period on XXXX XXXX, XXXX came and went without the promised miles posting to my AAdvantage account, I again inquired via secure message as to the status of the miles on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, I received a reply from Citi representative XXXX XXXX, stating that I would not be given the miles, and that " the promotion was not offered in conjunction with the opening of my account ... '' and " ( they ) have determined that ( I ) am not eligible for the promotional incentives. '' The message attempted to use the prior message from Citi representative XXXX as support for this new position, referring to the language regarding all promotions differing and being targeted to specific account holders. 

In summation, I ( 1 ) applied with and was successfully approved for a bank account with this promo code, ( 2 ) subsequently went out of my way to secure verification from the bank that I had complied with the terms of the promotion and would receive the miles, and ( 3 ) was, in fact, granted this assurance. Only after waiting three whole months and paying the associated account fees am told that I wo n't be getting the offer. These practices appear to be bait and switch. Citi contends I was ineligible prior to even applying for the account ( which I dispute ). Assuming Citi 's position to be true, they could have either rejected my application with the inapplicable promo code, or should have told me back in their XXXX writing to me that I was ineligible instead of telling me that I had completed " all the requirements '' and that " the miles will be credited within 90 days. '' If Citi, with all of its technology and resources, is unable to determine whether I was targeted when I inquired back in XXXX or XXXX, how am I supposed to know? This is misleading and unfair.

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