Consumer complaint received 2016-07-18
Company: CITIBANK, N.A.
State: OH
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX XXXX, XXXX, I opened a CitiGold checking account after receiving a marketing communication as a Citi AAdvantage Platinum credit card customer with promotion code XXXX advertising I would receive XXXX XXXX XXXX AAdvantage miles if I opened a Citi Gold package, made {$1000.00} in debit card purchases within 60 days of account opening, and made at least 1 bill pay in two consecutive months. Once the account was opened, on XXXX XXXX, XXXX I sent a secure message to Citibank asking Citibank to confirm the promotion on my account, that I understood the terms correctly, and to ensure my AAdvantage frequent flyer account number was listed on the account for the promotion. I received a reply the same day confirming the promotion on my account, confirming the terms, and confirming my AAdvantage number was added to my account. On XXXX XXXX, XXXX, I sent another secure message to Citibank after fulfilling the promotion requirements as previously confirmed to me asking Citibank to confirm the requirements had been met and when the XXXX AAdvantage miles would be credited to my account. On XXXX XXXX, XXXX, I received a reply from Citibank confirming I had met all of the Terms & Conditions for the offer, and I was told I would receive the XXXX AAdvantage miles credited to my account on my XXXX statement, which should be viewable by XX/XX/XXXX. After not seeing the promotional XXXX AAdvantage miles on my XXXX statement, I sent another secure message on XXXX XXXX, XXXX asking when the XXXX AAdvantage miles would be credited. I received a reply the same day that a ticket was opened ( XXXX ) to credit the XXXX AAdvantage miles to my account, and I subsequently received a response on XXXX XXXX, XXXX stating " there was not an AAdvantage Miles promotion offered in conjunction with the opening of your account '', which conflicted with prior communications stating and confirming a promotion was tied to my account and I had subsequently met all of the requirements of the promotion. I then called Citibank on XXXX XXXX, XXXX to have the matter resolved, which, as a result of the call, another ticket ( XXXX ) was opened in order to credit the XXXX AAdvantage miles promised under the terms & conditions of the offer which were confirmed as being met on my account and due to me. Since contacting Citibank on XXXX XXXX, XXXX, I have contacted Citibank a total of six times requesting the status of the crediting to my account the XXXX AAdvantage miles, and each time I receive a reply that there is no status and the promotions department is backlogged with requests. No one seems to be able to credit my account with the promotion, despite previously being confirmed to me that I was eligible, met all of the requirements under the Terms & Conditions, AND previously had been given a timeline for when the XXXX AAdvantage miles would be credited to me, yet Citibank is more than capable of taking out a {$30.00} per month service fee from my account. It has now been over 5 months since I met the requirements of the promotion, far longer than the 90 days from meeting requirements stated in the Terms & Conditions for when the XXXX AAdvantage miles were due to be credited under the promotion.

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 explanation