Consumer complaint received 2016-08-01
Company: CITIBANK, N.A.
State: OH
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I am submitting a complaint related to wrongful advertisement and deceptive business practices from Citi Bank in regard to their Citigold bank account. In XXXX XXXX, I submitted an application for a Citigold bank account using promo code which I had received from Citibank. I signed up for the promotion because I was lured in with a bonus promotion that promised of XXXX AAdvantage miles would be credited to my AAdvantage account. At the time of my application, I entered both the promotion code, and my AAdvantage account number. Hence I had confirmed via chat with a Citi Bank representative a few days after my application that the application will be processed, and that I qualified for the bonus offer of XXXX Miles upon meeting the promotion requirements : Within 60 days, complete a purchase of {$1000.00} or more with my Citigold Debit card and perform XXXX or more bill payments for 2 consecutive calendar months. This information should be discoverable as all conversations are recorded by Citibank. After I met the promotion requirements, I contacted via secure messages and chat to Citibank to confirm this and to inquire when to expect the points to be posted. I was told that all the promotional requirements had been met, and I would receive my bonus miles credited into my AAdvantage account no later than end of XXXX XXXX. 

In early XXXX XXXX, again I received secured messages from Citibank that a case R- XXXX has been opened to investigate the missing XXXX miles. On XXXX XXXX, I received a secured letter from Director XXXX XXXX confirming the XXXX miles, but somehow they manage to LOSE my AAdvantage account number! When I responded back with my AAdvantage number, they said the letter has been deleted, and Citibank had to re-create another new investigation case AGAIN. 

All these while, they keep charging $ XXXX monthly fees while dragging their feet in honoring their marketing promise. It 's clear that this is a deceptive marketing from the very beginning. 

Please see the message below from Director XXXX XXXX of Client Research of Citibank. 
XXXX Dear XXXX XXXX, Thank you for your inquiry on XXXX/XXXX/XXXX regarding your Checking account number ending in XXXX. We have completed our research and the results are as follows : Your account does qualify for XXXX XXXX, which offered XXXX AA 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. 
If you have any questions or would like to speak with a representative, Customer Service can be contacted 24 hours a day, 7 days a week at : Citigold XXXX Citigold International Collect XXXX XXXX XXXX XXXX ( TDD ) XXXX We appreciate your business with Citibank and look forward to serving all your future financial needs. 
Sincerely, XXXX XXXX, Director, Client Research

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