Consumer complaint received 2017-03-22
Company: CITIBANK, N.A.
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XX/XX/XXXX I took an email solicitation ( attached ) to the Citibank XXXX, IL branch to open a Citigold account and earn XXXX AAdvantage Miles. There was no minimum deposit requirement. However, Personal Banker XXXX informed me that also making a deposit of at least {$50000.00} would earn an additional {$500.00} cash bonus. I deposited {$54000.00}. 

XX/XX/XXXX I left a message asking that he send me something to confirm the promise of the AAdvantage Miles and the {$500.00} bonus for my records. I received no response, so followed up with an email ( attached ) which was n't answered, so sent a second request ( attached ) on XX/XX/XXXX. That afternoon I received an email ( attached ) from XXXX as : " Hello, Hopefully this e-mail will serve you as plenty of evidence sir, and as far as the Aadvantage card promo you have the offer that was sent to you by mail. 
If I may help you with anything else please feel free to call contact me@XXXX. " XX/XX/XXXX My Citigold account showed the {$500.00} bonus had post on XX/XX/XXXX, but the AAdvantage Miles had not yet been credited. 

XX/XX/XXXX I called Citibank Customer Service and asked why my AAdvantage Miles bonus had n't posted. She checked my account and said I 'd met all requirements and the bonus should be there by mid XX/XX/XXXX. 

XX/XX/XXXX I again called Citibank Customer Service about the AAdvantage Miles and was transferred to the branch. They said they would research, but never called back. 

XX/XX/XXXX I Called Customer Service again and he said he 'd do some research and call back. I complained that I 'd not been getting calls returned and he said he 'd call back before the end of day. He called and said he was still researching and would call back tomorrow. He also never called. 

XX/XX/XXXX I called the Citibank XXXX, IL branch for a status. I gave up after over 10 minutes on 'hold ' and called the Citibank Customer Service . Representative XXXX opened a 'case ' and said I should hear back in 7-10 days. 

XX/XX/XXXX I received an email notice ( attached ) that I wo n't get the XXXX AAdvantage Mile bonus since I got the {$500.00} bonus and there can be only one bonus per customer. I called and explained that I had been promised by the branch Personal Banker the AAdvantage Mile bonus for opening the account plus, additionally, the {$500.00} bonus for also making the {$50000.00} deposit. The customer service representative said the policy is just one bonus. He transferred me to a 'supervisor ' who suggested, since it was the branch that made the promise, I take my complaint to the branch. 

XX/XX/XXXX I went to the branch and XXXX agreed that he believed I should get both and would file an inquiry with his organization. I told him I 'd be in Washington State visiting family until XX/XX/XXXX and he could email or phone me a status or resolution as I monitor both when traveling. He did not email or call. 

XX/XX/XXXX I returned home and visited XXXX at the branch. He said he 'd received the same response that it was Citibank policy that only one bonus can be awarded. I suggested that he and his Branch Manager, XXXX, consult with their Area Management to override the 'one bonus ' corporate policy in light of the fact that they, at the branch, had made this promise. That evening I received an email ( attached ) from XXXX asking for my XXXX AAdvantage number. 

XX/XX/XXXX and XX/XX/XXXX I left phone messages, asking for a status on XXXX phone, but received no return call. 

The Citibank policy of allowing only one bonus should not ameliorate an unsolicited promise by a Citibank Personal Banker of a bonus of XXXX AAdvantage Miles for opening the account and an additional {$500.00} for depositing {$50000.00} into the account. I 've met my obligation, thus I 'm requesting that Citibank honor theirs.

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