Consumer complaint received 2020-03-25
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
Hello, Citibank has not awarded the promotional sign up bonus for my Citi Thank You Premier credit card opened on XX/XX/XXXX. The promotional sign up bonus terms are as follows, " You will receive XXXX bonus ThankYou Points after {$4000.00} in purchases are made with your Citi Premier Card within the first 3 months of account opening. Balance transfers, cash advances, account fees, interest and items returned for credit are not purchases. Bonus ThankYou Points will typically appear as a bonus on your Citi ThankYou Rewards account and may take up to 2 billing cycles after you have met the purchase requirements. Bonus ThankYou Points are not available if you received a new cardmember bonus for Citi Rewards+, Citi ThankYou Preferred, Citi ThankYou Premier/Citi Premier or Citi Prestige, or if you have closed any of these accounts, in the past 24 months. '' I have met all the terms of this offer. I had spent {$4000.00} on the credit card by the closing of the XX/XX/XXXX statement, and have not closed nor received a new cardmember bonus on any ThankYou credit card in the past 24 months.

I have called into Citibank on two separate occasions to have this resolved and my bonus awarded. During these sessions, the first one which took place on XX/XX/XXXX with XXXX in the offshore call center in the XXXX, I was told that the system is incorrectly flagging my account as ineligible for the sign up bonus due to " already having received a sign up bonus from the product changed citi XXXX XXXX gold card to the citi rewards+ credit card ''. The system is incorrectly flagging my citi rewards+ credit card as having received a new card member bonus when it has not. The citi rewards+ credit card was product changed from a citi XXXX XXXXs gold credit card on or around XX/XX/XXXX. I have attached an email from citi welcoming me to the credit card on XX/XX/XXXX ( the card was opened before I received this email ). XXXX agreed that this was incorrect as the bonus I had earned was XXXX XXXX XXXX miles and not a citi thank you points cardmember bonus which is in accordance to the above terms. 

I have not closed any Citi ThankYou Card or received a new card member bonus for the " Citi Rewards+, Citi ThankYou Preferred, Citi ThankYou Premier/Citi Premier or Citi Prestige '' in over 24 months. The last ThankYou card member bonus I earned was for the Citi Prestige in XXXX of XXXX. I have attached a points earning summary for the past 29 months. You can see there has been no new cardmember bonus earned. You can also see the only points I have earned from the citi Rewards+ credit card was XXXX thankyou points from the 10 % rebate that is a benefit of the card. 

I have tried calling Citi to rectify this, but have been unsuccessful. Confirming with both representatives over the phone, I am 100 % eligible for the new cardmember bonus as I, again, have not closed any citi thankyou card or earned a new card member bonus for the " Citi Rewards+, Citi ThankYou Preferred, Citi ThankYou Premier/Citi Premier or Citi Prestige '' in over 24 months. 

Citi, please reward the bonus as I have met every term listed.

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