Consumer complaint received 2016-06-11
Company: CITIBANK, N.A.
State: MD
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I was mailed an offer from citi bank as a citibank card holder ( XXXX. ) It said if I signed up for their Citigold bank account and met certain requirements that I would receive XXXX bonus XXXX miles. I was already thinking about changing banks so this seemed like a good deal and a way to test their premium product. The requirements were spending {$1000.00} by debit, and paying bills online. The reward was to post within 60 days of completion. It is now XXXX XXXX and after several complaints to citi, they have not yet awarded me the miles. I feel I was very mis-led and wonder if this was a scam. The timeline was as follows : I applied on XXXX XXXX, XXXX, and was accepted. 
On XXXX XXXX, XXXX I funded my account with {$10000.00}. 
immediately set-up bill pays met spending minimum by XXXX XXXX, XXXX XXXX XXXX, XXXX : Having met all requirements, I sent an inquiry about when the bonus would post XXXX XXXX, XXXX : same day response from citi confirming I 've met all requirements, and that the miles will post by XXXX/XXXX/XXXX I see that you have fulfilled the requirements of this promotion to earn XXXX AAdvantage bonus miles by opening your account between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX, making XXXX qualifying bill payment for two months in a row and making {$1000.00} worth of qualifying debit card purchases. The AAdvantage bonus miles will be credited, by Citibank, to your AAdvantage account within 90 days from the end of the statement period in which you completed all offer requirements. If you do not see these miles by XXXX/XXXX/XXXX, please contact us right away. 
XXXX XXXX, XXXX : The miles have not posted, so I reach back out to citi by phone about it, response that I did n't submit a valid XXXX. This shocks me, and I do n't understand why I would n't have been asked for this in XXXX. I immediately re-fill the paperwork and re-submit. 
XXXX XXXX, XXXX : I send a message to check that they have received my re-submitted XXXX XXXX XXXX, XXXX : They respond that it has not yet been received, but that when it is I will receive the bonus right away. 
XXXX XXXX, XXXX : I inquire again about my status and confirm XXXX XXXX XXXX, XXXX : they respond that an investigation has been opened XXXX XXXX, XXXX : I ask why I was told I 'd have my miles by XXXX XXXX, but now we need an inquiry. 
XXXX XXXX, XXXX : They let me know that due to a high volume of requests, the inquiry is delayed XXXX XXXX, XXXX : I express my frustration, and ask when this will be settled XXXX XXXX, XXXX : she let 's me know typical response time is 24-48 hours, but longer if complex. 
XXXX XXXX, XXXX : I express my frustrations and request a refund on some of my montly fees XXXX XXXX, XXXX : I 'm told they will refund {$90.00} ( 3 months of fees ). As of now XXXX XXXX, XXXX this has not occurred. 
XXXX XXXX, XXXX : Formal letter issued : Denying the points, claiming I did not meet the {$1000.00} spending minimum. I did. 
XXXX XXXX, XXXX : I called them and they said I obviously met the spending that they were n't sure why the request was denied and that they would submit another inquiry. 
XXXX XXXX, XXXX : Complaint filed. 
I am extraordinarily unhappy and suspect that Citi routinely and systematically defrauds their customers.I have my doubts about their investigation process.

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