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

Complaint:
Hello. On XXXX XXXX, 2016 I opened a Citigold checking account with Citibank using promotional offer XXXX. The terms of the offer stated that when requirements were met, XXXX Thank You Points would be credited to my account. On XXXX XXXX I contacted Citibank to confirm that the promotion was applied to my account and that the requirements were met. The contents of this letter will be provided below my summary, in full. The letter said that my points would process on XXXX/XXXX/2016 and they would take a statement to reflect. Upon closing of the XXXX statement, my points did n't post. I contacted Citibank again, and they said now that I was n't targeted for the offer so I would n't be getting the points. There was no mention of this when I signed up or when I confirmed the requirements were met. Please see below for a copy of the message I received from Citibank saying I was applied in the promotional offer. 



From : XXXX XXXX Wing Date : XXXX Account Number : Interest Checking XXXX Subject : Re : Promotional Offer Reference : XXXX Dear XXXX XXXX, Welcome to Citigold 's Online Message Service, my name is XXXX. 

Upon reviewing your account, I show the promotion you are enrolled is, XXXX. 

To earn the XXXX ThankYou points you must complete the following : -Open a new Regular Checking account in The Citigold Account package by XXXX/XXXX/16. 
-Within 60 days after account opening, XXXX qualifying bill payment must be posted to the new checking account each month for two consecutive calendar months. 

I can confirm that you completed the requirements for the promotion XXXX to receive XXXX XXXX points as of XXXX/XXXX/16. Per the promotion policy, the XXXX points will be credited by Citibank to your ThankYou account within 90 calendar days from the date when you completed all offer requirements. 

With this in mind, you should expect to have your miles processed no later than XXXX/XXXX/16. Please note, it does take ThankYou an extra statement cycle to reflect the miles online. Therefore, you should see the miles reflected on your XXXX statement. Unfortunately, there is not a way to expedite this process. 

XXXX XXXX, I am confident that this information will be helpful for you. I would like to personally thank you for your business and we appreciate having you for our customer. We look forward to serving you for many years to come! 

For immediate assistance, Citibank offers a Live Chat every day, including holidays. To access the Live Chat feature you may click on an account link, then select the " Chat Now '' tab on the right hand side of the page in which you will be given the option to Chat. 

Please share your opinions about the service you received from me, XXXX XXXX XXXX # XXXX Click the link below to take a short survey on your contact experience. You will need the reference number listed above to complete your feedback. 

Send Your Opinions If there is anything else we can do for you, please contact us online with Live Chat, by sending a message, or calling Citigold Services at XXXX. Internationally, you can call us collect at XXXX. XXXX XXXX is available at XXXX XXXX XXXX XXXX. We are available to assist you 24 hours a day, 7 days a week. 

Sincerely, XXXX XXXX XXXX Customer Service " Citigold is a service of Citibank NA, which provides banking services ''

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