Consumer complaint received 2016-06-21
Company: CITIBANK, N.A.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
Dear Sir or Madam, I am looking for help to resolve an outstanding issue related to an offer that Citi Gold advertised but is unwilling to honor. 

My wife and I received an offer by mail to open a Citi Gold checking account, and when we meet the offer 's conditions, Citi transfers into our XXXX XXXX mileage program XXXX miles for each account. Although I opened my account XXXX, XXXX and according to Citi agent I met all offer requirements on XXXX XXXX, Citi has not honored the offer, placed my account offer under an investigation since XXXX XXXX, for no known cause and with no known end date. 

Below are the details, in chronological order. 
I opened an individual account on XXXX, XXXX online, and visited a local Citi branch ( XXXX, XXXX ) to help complete opening the account. 
After Citi bank branch helped to complete opening the account, I followed the offer 's requirements, and successfully met them by XXXX XXXX. 
I was with frequent contact with Citi to be sure that my account is setup correctly. With each call, the Citi agent assured me that the delay will affect me meeting the offer requirements. 
On XXXX XXXX, I called and spoke to a supervisor at Citi who confirmed investigation for my account has completed, which concluded that I met all offer conditions, and as the offer promised, I will receive the miles within 90 days. 
On XXXX XXXX, I called and spoke to numerous agents to ask why I have not received the miles as expected. Most notably, XXXX in XXXX opened a case XXXX XXXX XXXX XXXX, was surprised, assured me that based on his records I should have received the miles my now. He apologized and suggested to escalate the issue to the 'BackOffice ', and he will follow-up on the escalation and call me the following week. As before, he said he does not know what the 'backoffice ' status is because he has no access to their systems or individuals there. 
I told XXXX that many agents before him promised the same thing but I never hear back from them. Nevertheless, XXXX assured me of his plans. One week later, I never hear back from XXXX or anyone else. 
On XXXX XXXX, I called and spoke to an agent and his supervisor, XXXX. Both indicated that my account offer is under investigation, and as before they did not know the reason nor the status of the investigation, nor did they have access to the 'backoffice ', but promised to send an 'escalation ' to the investigation. 
On XXXX XXXX, I called and was told that I will receive a letter of the results of the investigation by mail to receive it between XXXX XXXX and XXXX XXXX. I received no such mail. 
On XXXX XXXX, I called to update Citi that I never received the 'letter ' as expected. I was told again that 'backoffice ' investigation is ongoing, that they have no visibility and that someone will contact me, by secure mail or letter. 
On XXXX XXXX, I sent a secure email ( using Citi web site ) about the issue. 
XXXX XXXX XXXX, I received a reply secure email on Citi site, from XXXX XXXX XXXX XXXX repeating the exact same thing I have been told since XX/XX/XXXX. I copied/pasted his reply below for your reference. XXXX sentence of interest is 'At this time, we do not have an estimated time of when the case will be resolved to advise you of the outcome. ' My plans were to switch to Citi for my banking and credit card needs for my business and personal needs. After living thru what should have been a simple process, I wonder if I can rely on Citi to deliver to more important and complex needs. 

This issue has dragged on since XXXX XXXX, and has no end in site. Citi should honor their Moto 'To be enable growth and progress ' by first honoring their promises and what they offer. 

Regards

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