Consumer complaint received 2016-04-30
Company: CITIBANK, N.A.
State: WI
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX, XXXX, I signed up for Citibank offer using promotion code XXXX, which clearly stated that ( 1 ) I will get XXXX ThankYou Points within 90 days of completing all requirements and ( 2 ) to avoid $ XXXX monthly fee, I will need to maintain at least {$50000.00} balance in the account. As acknowledged by Citigold Online Client Service representative XXXX XXXX in his XXXX/XXXX/XXXX message ( attached hereto ) I completed all requirements in XX/XX/XXXX, so I should have received the XXXX ThankYou Points within 90 days of XXXX/XXXX/XXXX, on or before XXXX/XXXX/XXXX. 
Citibank violated the terms of the offer I signed up for in XX/XX/XXXX, and despite my numerous requests made in writing and over the phone, continue to refuse to credit my account with XXXX XXXX XXXX. As of today, 121 days (!!! ) since I completed all offer requirements, I have not received the XXXX ThankYou Points in what I can only explain as Citibank 's wrongful and malicious attempt to continue charging me $ XXXX monthly maintenance fees, since I no longer maintain the {$50000.00} minimum requirement. 
After I followed up with Citibank regarding the points, or lack thereof, I received a letter from Citibank Director of Client Research XXXX XXXX dated XXXX/XXXX/XXXX, in which she stated " A credit of XXXX ThankYou Points has been processed to your account today from Promotion XXXX ... '' As you can see from the attached online statement dated XXXX/XXXX/XXXX, XXXX XXXX lied and the XXXX ThankYou Points have not been credited to my account of as yet. 
Additionally, XXXX XXXX stated in his aforementioned message dated XXXX/XXXX/XXXX that " Therefore, your points will show as credit on your statement cycle beginning XXXX/XXXX/XXXX. '' Again, Citibank blatantly lied as none of the XXXX XXXX Points are showing up on my statement as of yet. 
When I called Citibank today, XXXX/XXXX/XXXX, at ( XXXX ) XXXX and spoke with XXXX who identified herself as XXXX, she told me that the XXXX ThankYou Points will be credited on my statement cycle beginning XXXX/XXXX/XXXX, but refused to provide that statement in writing, likely knowing it clearly contradicts the written statement from XXXX XXXX I had received on XXXX/XXXX/XXXX, and was also not able to explain why XXXX XXXX confirmed in writing that the points will be credited on statement cycle beginning XXXX/XXXX/XXXX. 
As stated above, the only explanation I have for Citibank 's refusal to credit me the XXXX ThankYou Points I should have received on or before XXXX/XXXX/XXXX, is the fact that I withdrew my money and no longer keep {$50000.00} on balance, so they can charge me $ 30 monthly maintenance fees. 
Had I received the {$50000.00} ThankYou Points by XXXX/XXXX/XXXX like I was supposed to pursuant to the terms of offer I signed up for in XXXX, which Citibank unilaterally changed and violated, I could have redeemed the points by XX/XX/XXXX, close the Citigold checking account on XXXX/XXXX/XXXX or XXXX/XXXX/XXXX, and avoid the {$30.00} fee I was charged on XXXX/XXXX/XXXX. 
Now, it appears I will have to wait another month and incur yet another {$30.00} fee which will be automatically posted on XXXX/XXXX/XXXX, since the XXXX ThankYou Points still have not been posted. As a matter of fact, if you look closely at my today 's online statement, you will see that the account balance is {$1000.00}. However, the available balance on top is {$30.00} less, {$1000.00}. Thus, even though it is still XXXX XXXX, Citibank already withdrew ( just not posted ) the $ 30 monthly maintenance fee for XX/XX/XXXX, which is just another proof of Citibank 's true malicious intentions for violating the original offer I signed up for in XX/XX/XXXX and their continued refusal to credit the XXXX ThankYou Points I should have received on or before XXXX/XXXX/XXXX. Due to Citibank 's wrongful delay, I am incurring $ 60 monthly maintenance fees and still do not have the XXXX ThankYou Points as of today, XXXX/XXXX/XXXX.

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 monetary relief