Consumer complaint received 2016-09-18
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Issue: Rewards

Complaint:
Hi. 

On XX/XX/2016 I applied for the Citi AAdvantage Platinum Select via an in-flight offer for XXXX miles and XXXX admirals club passes. I took the offer and received a personal code from the flight attendant to use in my online application. I used this code during my application and noted several times throughout the application that there was no restriction for receiving the bonus if I had had the card previously in the past. The application went through and I received an email saying " We are currently processing your application and will be in touch within 1 week. We look forward to the opportunity to serve you. '' I called immediately to see if there was anything I could do to speed up the process, but was told that I would have an answer within a week. I confirmed via this phone call that I would have no problem receiving the bonus again. A week later I called again, but was told there was still no response. A week later I called one more time, and received the same answer. Another week goes by and I am told over the phone that I was sent a letter in the mail with a request for additional information that I would have to return to Citi. No such item ever arrived at my home, and at this point I was desperate to get the card already. I asked that they re-send the item and was told it would be overnighted for my troubles. However, it was not overnighted and to this day I still have not received any letter from Citi. However, a few days later, when that letter did not arrive, I called back and was finally put on the phone with a supervisor that could help. She approved my application over the phone. I confirmed with her, as well as another agent, that the bonus offer that I applied for ( XXXX miles and the admirals club passes ) was attached to the account and that I would have no problem receiving them. 

So both the in-flight offer language, the first phone rep I spoke to, and the last XXXX phone reps I spoke to all confirmed I would get the bonus. 

However, upon receiving my card and setting up an online profile, I messaged Citi through secure message to confirm the bonus stipulations. I was told I would not be receiving a bonus. You can see how frustrated I am considering all the time and work I spent trying to get this application approved, and especially considering the credit score hit I took to apply for it. And now I am being told the bonus I applied for, the bonus I was assured I would get ... .I will not actually be getting for some reason. 

Since the first phone call after applying I have been met with VERY poor customer service on Citi 's part. There is either bad training going on, or a fault in the communication structure at Citi for me to be promised one thing and then told something different later on. It is a massive disservice to your customers, and it truly is not fair for a bank to have such poor communication about the services and offers. 

I will certainly meet the spending limit for the bonus I applied for as I am a small business owner. But if I am being told I will not receive my bonus, I would rather close my card and take my business elsewhere. Rest assured I will let as many people know about my trouble with Citi as possible.

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