Consumer complaint received 2016-07-10
Company: CITIBANK, N.A.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I want to send a serious complain about the terrible & not trust worthy practice Citibank is doing for their CitiGold checking account. I got an Citi invitation XX/XX/2016 to open a CitiGold Checking account to open a Gold checking account for a XXXX XXXX XXXX miles promotion by meeting couple usage requirements, I got confirmation in XXXX/XXXX/16 that I met the CitiGold XXXX bonus miles promotion and did meet the usage requirement and I will get my XXXX XXXX miles before XXXX/XXXX/16. 

I never got a bonus XXXX miles by XX/XX/XXXX and I queried CitiGold on XX/XX/XXXX and they said they screwed up and ca n't award the XXXX miles. ( see attached ) I am request CFPB to step in to help me to resolve this False Citigold Checking promotion and get my XXXX miles credit ASAP. 
Thanks so much to protect consumer like me. 

XXXX XXXX XXXX Account XXXX XXXXXXXXXXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX XXXX XXXX Date : XX/XX/2016 Account Number : Interest Checking XXXX Subject : Re : Promotional Offer Reference : XXXX Dear XXXX XXXX, Welcome to Citigold, my name is XXXX. It would be my pleasure to review your Citigold Account promotion. 

I am glad to confirm that you have completed all requirements for the promotion XXXX and the AAdvantage bonus miles will be credited to your AAdvantage account within 90 days from the end of the statement period in which you complete all offer requirements. Your 90 day waiting period will begin XX/XX/XXXX. This waiting period is standard for all promotions and can not be waived. 

At the time the bonus award is to be posted to your account it must be open and in good standing. 

Please note that all promotions will differ and are targeted to specific account holders during specific time frames. If you did not receive this promotion via your credit card statement, personal email, or through U.S mail to your home address you will not qualify for this promotion. 

XXXX XXXX, we always appreciate hearing from you ; please click the link below to take a short survey on your contact experience with me, XXXX XXXX. You will need the reference number XXXX 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 Client Service Center at XXXX. Internationally, you can call us collect at XXXX. TDD/TTY Service is available at XXXX. We are available to assist you 24 hours a day, 7 days a week. 

Sincerely, XXXX XXXX XXXX Customer Service -- -- -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX Date : XXXX Account Number : Interest Checking XXXX Subject : XXXX : Promotional Offer Reference : XXXX Dear XXXX XXXX, Welcome back to Citibank, my name is XXXX. I appreciate the opportunity to address your message inquiring on promotion fulfillment. 

Upon review, I show that you entered promotion number XXXX during the application process. However, while reviewing our data base, it was found that you were not directly targeted for this offer ( the offer letter, email or statement insert was not in your name ) based on this reason you would not qualify. 

As a reminder the Terms and Conditions for promotion XXXX state the following which is why you did not qualify :

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