Consumer complaint received 2016-10-19
Company: CITIBANK, N.A.
State: MN
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
In XXXX, I received a promotion code from a Citibank representative to incentivize me to open up a checking account from them. The promotion code was XXXX, and provided XXXX XXXX XXXX ( AA ) miles after opening a CitiGold checking account, completing bill pays in XXXX consecutive calendar months, and making debit card purchases of at least {$1000.00} in the first 60 days. I proceeded to open the CitiGold checking account with this promotion code around XXXX XXXX, 2016. During the sign up process, I was the Citibank website presented me with the terms and conditions of the offer and indicated the offer was attached to my account. After account opening I met the conditions of the promotion. On XXXX XXXX, 2016, I contacted Citibank via chat to confirm that I was eligible for offer, that it was attached to my account, and that I had met the requirements. The Citibank representative confirmed this and told me I would receive my points within 90 days from having met the offer requirements. 

XXXX : at XXXX XXXX, I have reviewed your account information regarding the promotional applied on your account and see that as per the terms of this promotion : XXXX : at XXXX In order to earn the XXXX AA Miles, within 60 days after account opening : the required minimum amount {$1000.00} of purchases using the CitibankDebit Card must be posted to the new checking account AND XXXX qualifying bill payment must be posted to the new checking account each month for two consecutive calendar months. 
XXXX : at XXXX I see that you have successfully completed the debit purchases and the qualifying bill payments. 
XXXX : at XXXX As per this promotion, the AAdvantage bonus miles will be credited by Citibank to your AAdvantage account within XXXX calendar days from the date when all offer requirements were completed. 
XXXX : at XXXX Ok. Good to know. 
XXXX : at XXXX Thanks for looking into that for me. 
XXXX : at XXXX Let me give you with an estimate of the date. 
XXXX : at XXXX Ok, that 'd be good XXXX : at XXXX I see that you have completed the debit purchases on XXXX/XXXX/16. Hence, you can expect to receive the AA Miles no later than XXXX/XXXX/2016. This is the maximum time frame. 

I then sent a message to Citibank to enquire as to when my XXXX AA miles would be added to my account. An investigation was opened, and after some time I received a form letter stating that no offer had been attached to my account. This was clearly incorrect since the offer was shown as attached to my account during the sign up process and when I conversed with the Citibank agent on XXXX XXXX, 2016. 

I again sent a message to Citibank pointing out that the offer was attached to my account. An investigation was opened, and after a 3+ week wait, I again received a form letter. This time the letter said that " there as no ThankYou Points promotion '' attached to my account, which was true, since I signed up for the AA miles promotion. This was especially frustrating since I had never once mentioned ThankYou Points, and I had been enquiring the entire time about the AA miles promotion that *was* attached to my account! 

With no faith in continuing direct correspondence with Citibank, I am instead turning to the Consumer Financial Protection Bureau to obtain closure for this issue.

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