Consumer complaint received 2017-08-22
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
In XX/XX/XXXX I clicked a link on web to apply for Citi AAdvantage Plantum Select Master Card with offer to earn XXXX XXXX XXXX AAdvantage bonus miles after making {$3000.00} in purchases within first 3 months of account opening. ( see printout of ad that I clicked attached ) Account was approved XX/XX/XXXX and I activated card on XX/XX/XXXX. By early XXXX I had spent MORE THAN the {$3000.00} requirement for Bonus Reward No bonus miles appeared on XXXX Statement. No bonus miles appeared on XXXX Statement. I placed a phone call and I was told to be patient because it could take up to 3-months for the bonus miles to be issued. In XXXX still no bonus miles. I called again on XX/XX/XXXX and filed complaint. I was now told that I was not eligible for the bonus offer because I had opened or closed another Citi AAdvantage card in the past 24 months.
I replied that I had not opened or closed any account and I was told that they would investigate.
On XXXX XXXX I received the attached letter again stating that I had opened or closed a similar account. I called on XX/XX/XXXX and spoke with XXXX who confirmed dispute. I told her that I DID NOT OPEN OR CLOSE ANOTHER CITI AADVANTAGE ACCOUNT IN THE LAST 24 MONTHS. I told her that they must tell me specifically what account they are referring to because I have no such record. She escalated my dispute. On XX/XX/XXXX I received another letter from Citi AAdvantage NOW CONFIRMING WHAT I HAD BEEN TELLING THEM ALL ALONG " WE HAVE NO RECORD OF ANY XXXX XXXX  ACCOUNTS CLOSED IN THE PAST 24 MONTHS ''.
Horray! So I waited till next statement for my miles and STILL NO BONUS MILES. On XX/XX/XXXX I called them again and I spoke to XXXX. Now I am being told that my Bronze AAdvantage card is causing confusion on the miles posting. I do have an existing Bronze card but that would not disqualify me from the bonus offer because it was not opened or closed in the last 24 months. ( this was also confirmed during previous conversations with customer service ). XXXX filed another dispute. On XX/XX/XXXX I now get another letter from Citi AAdvantage. NOW THEY SAY THE OFFER I RECEIVED WAS FOR A LIMITED TIME AND THE EXPIRATION DATE CAN NOT BE EXTENDED. This is crazy!!!!! While I have been trying to resolve this issue for the last 5 months the offer has expired. And even though they admit that I should not have been disqualified from receiving the bonus now I can not get the bonus because the offer expired????? I called again on XX/XX/XXXX and spoke with XXXX who told me there is nothing further she can do for me. Bottom line here is that I was qualified for the offer. I made the required purchases within the time window, but due to the Bank 's inaccurate records and mis-information I was given over the last 5 months and the time it took to patiently wait for the promised bonus and then dispute non-receipt of such bonus they can not give me my bonus because the offer expired???? I would like resolution of this matter. I followed the required actions for bonus miles. Citi XXXX up. Citi should honor their offer. Thank you.

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