Consumer complaint received 2018-11-21
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
In reviewing my AAdvantage miles account, I recently determined that I never received the promotional XXXX XXXX XXXX AAdvantage miles that I was promised when I opened a Citigold package checking account as a new Citibank account holder under Citibanks promotion. I am disturbed by this after so much time has elapsed, and after repeated representations made to me in the Promotion Disclosure offer I received ( attached ), and by the branch manager and customer service representatives as discussed below. I expect Citibank to do the right thing here, and to honor its obligations, especially to loyal Citibank customers such as myself that complied with the terms and conditions of the promotional offer received as contained in the Promotion Disclosure offer communication. 

On XX/XX/2016, I opened a Citigold checking account with a promotion code I had received, namely, promotion XXXX. I funded the account with {$52000.00} initially. ( Note, I continue to be a loyal customer of Citibank since XX/XX/2016 and my balance remains in the {$50000.00} range. I have four Citibank credit cards. ) The Promotion Disclosure Offer I received promised an award of XXXX XXXX XXXX AAdvantage miles upon completion of the following : {$1000.00} in qualifying debit card purchases and one ( 1 ) or more qualifying bill payments for two ( 2 ) consecutive calendar months, with all requirements to be completed within sixty ( 60 ) days of account opening. I attach a copy of the terms and conditions of the Promotion Disclosure Offer communication I personally received upon opening my Citigold account. 

Upon funding my Citigold checking account on XX/XX/2016 at the Citibank branch, the branch banker advised me that I was indeed eligible and enrolled in the promotion as outlined in the Promotion Disclosure offer I received, and he walked me through the requirements, and he stated unequivocally that I would received the promotional XXXX miles after I comply with the Promotion Disclosures terms and conditions which he read to me in the branch. He gave me some tips on what to do to comply with the promotion. I told him that I was opening the account relying on the promotional offer and that if I was not eligible, then to please tell me as it was important to me. He reassured me that all was fine and that I was enrolled and eligible for the promotion. Some time after completing the requirements on XX/XX/2016 ( confirmed by reviewing my Citigold checking statements ), I called a customer service representative who confirmed that I was enrolled in the promotion and had met the requirements. Citibank confirmed that the requirements had been met and that I should receive my XXXX AAdvantage miles by the end of XX/XX/2016. Again I was told not to worry, the miles would be automatically deposited in my account. I also confirmed the same with a customer service representative at my branch that I had satisfied the promotion requirements and would received the miles by the end of XXXX. 

As of the date of this complaint, my AAdvantage miles have still not been deposited to my AAdvantage account, despite them having been promised by the end of XX/XX/2016. I note that the terms and condition of the offer state that " The AAdvantage bonus miles will be credited by Citibank to your AAdvantage account within 90 calendar days from the date when you completed all offer requirements. '' Therefore, technically, under the terms and conditions of the promotion, the miles should have been awarded by XX/XX/2016, which is ninety ( 90 ) calendar days from the date on which the requirements were completed ( XX/XX/2016 ). 

Under the terms and conditions of the promotion ( as stated in the attached Promotion Disclosure offer ), I am eligible for the promotion : I am a Citi / AAdvantage credit card member who received the promotion disclosure communication, I am over XXXX years of age, and I had never before held a consumer checking account with Citibank. 

This is the first complaint I have ever had to file regarding a dispute with any bank or business. I am saddened because Citibank is my bank and I personally feel let down after completing my obligations. I seek an amicable resolution of this matter that can be easily achieved by Citibank honoring its obligations under the promotion by depositing XXXX XXXX AAdvantage miles into my AAdvantage account. Thank you for your consideration.

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