Consumer complaint received 2016-06-30
Company: CITIBANK, N.A.
State: NJ
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
In XXXX of this year I signed up for a Citibank Citigold Checking Account with the promotional code XXXX to get XXXX miles with a {$1000.00} debit spend and 2 bill pays in 2 consecutive months. On XXXX XXXX, because of some issues, I messaged Citibank to confirm that everything was on track for me to receive this promotion. The following is the chat I had with XXXX from Citibank about this issue. He confirms that the promotional code is on my account and I am well on track for the XXXX miles. I recently reached out to them to see where my miles were and they are now denying me the miles. Please help me. Here is the chat : You are now chatting with XXXX XXXX : at XXXX hello XXXX XXXX : at XXXX i had a question about my citigold account XXXX : at XXXX Hi XXXX. Welcome to Citibank Live Chat. My name is XXXX, how may I help you today? 
XXXX : at XXXX so the reason i opened this account XXXX : at XXXX was for the XXXX XXXX miles XXXX : at XXXX after 2 months of bill pay XXXX : at XXXX and {$1000.00} debit XXXX : at XXXX now i believe i opened the account more than a month ago XXXX : at XXXX but because of many many many tries at faxing my driver 's license failing, my account was locked for a long time XXXX : at XXXX i just wanted to confirm that i 'm still on track for the XXXX miles XXXX : at XXXX Understood XXXX. At this time, are you wanting to know if you can get an extension on the promotion? 
XXXX : at XXXX and that i still get 2 months of the fee waived XXXX : at XXXX the fee associated with the citigold account XXXX : at XXXX i have my first payment scheduled for the XXXX XXXX : at XXXX That 's correct XXXX. You will still have the fee waiver for the first 2 months of the account opening. I will place a note on the account that we will place an extension to give you time to meet the required behaviors for the promotion. 
XXXX : at XXXX ok perfect! 
XXXX : at XXXX so i have to do 2 months in a row of bill pays XXXX : at XXXX the first one will be on the XXXX XXXX : at XXXX tomorrow XXXX : at XXXX when is the earliest i can do the 2nd bill pay to satisfy the requirement? 
XXXX : at XXXX If you are doing it on XXXX/XXXX/16, then you can set your next payment up as early as XXXX/XXXX/16. It 's got to be for 2 consecutive months. 
XXXX : at XXXX i see, so it 's not based on my billing cycle? 
XXXX : at XXXX Not for the promotion, no. As long as you have at least 2 Bill Payment for 2 consecutive months, then that will satisfy this requirement. 
XXXX : at XXXX ok perfect XXXX : at XXXX thank you XXXX! 
XXXX : at XXXX if possible, can you make sure to write what we discussed in my account notes, just in case something goes wrong in the future? 
XXXX : at XXXX i 'll also save this chat dialogue! 

The above chat I had with Citibank confirms that my account had the promotion XXXX and that I have indeed satisfied all the requirements over a month ago. 

I was eligible for the offer when I signed up and it was confirmed by Citibank and yet they are now refusing to give out the miles. As a result, I am kindly asking that Citibank credit my account the XXXX miles.

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