Consumer complaint received 2016-08-05
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Rewards

Complaint:
I signed up for Citi CC offer promoted and received inflight on an XXXX XXXX flight on XXXX/XXXX/2016. I have scanned and attached the offer in its entirety for reference. There is what appears to be a document/offer # reference at bottom of page : XXXX. Key terms for XXXX bonus miles : {$1000.00} spend in first 3 months. Bonus Not Available " if you have had a Citi / AAdvantage Platinum Select XXXX opened or closed in the past 18 months '' I met that requirement having closed my previous card approximately 20+ months earlier, which is why I took the time to sign up. I followed up on the phone after not receiving a response a couple weeks later, and after some discussion, was approved and had the XXXX bonus offer confirmed. Rest of the story is represented accurately by a copy of my correspondence via Citi online message system below. I met the bonus requirement with $ XXXX spend in first month, but when the miles did n't show reporting immediately on my Citi statement ( as is their SOP ), I inquired about this. Their response was that I was n't eligible for the bonus as I had been a cardholder in past 24 months. My attempt to clarify that the offer requirement was 18, not 24 months, apparently fell on deaf ears, as you can see below. 
Can you intervene for me please? Based on the 3 responses received I do n't think me appealing through this message system is going to have any effect - as much as I would think that would be the preferred method. Based on their very clear, in writing, good faith offer terms, I made the decision to spend my time and accept the impact of a credit review to sign up, and then to direct my spend towards this Card. They need to honor their offer terms. 
Thank you. 
XXXX Citi correspondence via online account message system : From : meXXXXom Subject : missing aadvantage XXXX bonus for $ XXXX Date : XXXX XXXX, 2016 XXXX EST Dear XXXX, We appreciate the opportunity to assist you. 

As outlined in our prior message, you were not enrolled for the XXXX bonus miles offer because you have already received a same or similar offer on a different account within the past 24 months. Therefore, this account was not eligible for enrollment and we can not apply the XXXX miles to this account. 

While we are unable to accommodate your request at this time, we appreciate the opportunity to explain our position. 

XXXX, Sr. Account Specialist From : XXXX Subject : missing aadvantage XXXX bonus for $ XXXX Date : XXXX XXXX, 2016 XXXX EST Please review. Those were not the conditions of the offer. 18 months ( not 24 ) were the conditions. Footnote XXXX. This is/was a current offer. I kept original copy. I can send a scanned copy if necessary, but you should be able to find it by the following : The publication number for reference is XXXX. Offer expires XXXX/XXXX/16. Please add the miles asap. Thx From : meXXXXom Subject : Re : missing aadvantage XXXX bonus for $ XXXX Date : XXXX XXXX, 2016 XXXX EST Dear Valued Customer : Thank you for your inquiry. 

We regret any confusion or inconvenience. We did not apply a bonus offer to your account because you received a bonus offer on a different account that was opened or closed within the last 24 months. 

If you have any further questions, please let us know. 

Best Regards, XXXX Account Specialist South Dakota From : XXXX Subject : missing aadvantage XXXX bonus for $ XXXX Date : XXXX XXXX, 2016 XXXX EST In reviewing my current statement I see XXXX miles reported for the {$1000.00} spend ; however that level of spend should have concurrently triggered a reporting of XXXX miles for the inflight offer I signed up for XXXX/XXXX/2016. I reconfirmed the benefits with agent when activating my citicard received. Please advise timing on receipt of bonus. Thank you

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