Consumer complaint received 2016-06-15
Company: CITIBANK, N.A.
State: WA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I opened a Citigold account with a promotion code " XXXX '' which promised that I would get XXXX AAdvantage points if I met some requirement. After I met the requirement, I sent a security message to Citibank to confirm I would get the new account bonus. Here is a copy of the Citibank customer service representative replied : XXXX From : XXXX XXXX XXXX Date : XX/XX/2016 Account Number : Interest Checking XXXX Subject : Re : Promotional Offer Reference : XXXX Dear XXXX XXXX, Welcome to Citigold, my name is XXXX. I would like to thank you for choosing Citibank as your banking institution. We sincerely appreciate the opportunity to serve you. 

I am happy to confirm you satisfied the requirements for our promotion code XXXX to earn the bonus XXXX AAdvantage miles. The bonus miles will be credited to your AAdvantage account within 90 days from the end of the statement period in which you complete all offer requirements. 

Since you completed the {$1000.00} debit card purchase amount on XXXX/XXXX/2016 and processed at least one bill payment for two consecutive months on XXXX/XXXX/2016 and XXXX/XXXX/2016, then your 90days will begin at the end of this statement cycle, which will be on XXXX/XXXX/2016. 

Please keep in mind the 90days will end on XXXX/XXXX/2016 ; Citibank will then forward the miles to XXXX XXXX to credit your AAdvantage account. This processing can take an additional 7-10 business days for the miles to reflect in the account. For this reason you may expect to receive the miles during your XXXX statement cycle. 

All clients must wait the 90day period and processing time to receive the promotion incentive ; we are unable to expedite. Additionally, at the time the bonus miles are to be credited to your AAdvantage account, your credit card account and your checking account must all be open and in good standing. 

XXXX XXXX, I am confident that this information will be helpful for you. 

I invite you to share your opinions about the service you received from me XXXX XXXX. Please click the link below to take a short survey on your contact experience. You will need the reference number ILTNTVYS to complete your feedback. 

Send Your Opinions Thank you for choosing Citigold. If there is anything else we can do for you, please contact us online with Live Chat, by sending a message, or calling Citigold Services at XXXX. Internationally, you can call us collect at XXXX. TDD/TTY Service is available at ( XXXX ) XXXX. We are available to assist you 24 hours a day, 7 days a week. 

Sincerely, XXXX XXXX Citigold Customer Service XXXX A few days ago I contact Citibank again to confirm the bonus, but this time they said I am not eligible for the promotion because I was not targeted. 

To be honest I open this account because of the promotion. If the I am not eligible for it, I think they should tell me when I was opening the account. It is like buying something online with a coupon code, if the code is not working, the customer should be notified immediately. And I also got confirmation from XXXX XXXX XXXX claimed that I will get the promotion, but now they refused to keep their promise. This is very disappointing and unacceptable.

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