Consumer complaint received 2016-06-01
Company: CITIBANK, N.A.
State: GA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX XXXX 2016, I was induced to open a Citibank CitiGold checking account with a bonus offer. The bonus offered XXXX AAdvantage Miles in exchange for opening a CitiGold account by XXXX/XXXX/16, and meeting XXXX other requirements : 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 XXXX consecutive calendar months XXXX AAdvantage Miles equals approximately {$800.00} in travel on XXXX XXXX when redeemed for award travel ( or XXXX domestic round trips ). 

After enrolling with the promotion code, I contacted Citi and received confirmation that the offer was attached to my account. 

On XXXX XXXX 2016, I confirmed with Citi that the offer is attached to my account. In the secured message, XXXX XXXX confirmed it by " In review of your account, this promotion is for our targeted Citi credit card members. I can confirm the promotion is attached and I have provided our requirements for XXXX promotion with your online application on XXXX/XXXX/16. 
Please keep in mind ; you will not be eligible for this offer if you were a signer on or owner of another Citibank consumer checking account within the last 60 calendar days. If this does not apply to you, please disregard. '' She had confirmed that the offer is attached to my account and as long as I was a signer on or owner of another Citibank consumer checking account within the last 60 calendar days, I would be eligible ( since this is first time I signed up for Citibank 's checking account '' I fulfilled all terms of the offer and contacted Citi to confirm that I had met the requirements on XXXX XXXX 2016. XXXX XXXX from the Citibank confirmed it via secured message stating " Welcome to Citibank, my name is XXXX I will be happy to assist you in regards to the XXXX AA Miles promotions for your Citigold Checking account ending in XXXX After reviewing your account I am showing that the requirements have been fulfilled. 

The AAdvantage bonus miles will be credited by Citibank to your AAdvantage account within 90 calendar days from the date when you have completed all offer requirements. Bonus miles credited will be based on your account package at the time of disbursement. 

On XXXX/XXXX/2016 is when I see the requirements were fulfilled. 90 days from that date will be XXXX/XXXX/2016. '' On XXXX XXXX, 2016, I contacted Citi to re-confirm that I will get the bonus miles as promised by XXXX/XXXX/2016. However, XXXX XXXX from Citibank all the sudden changed their words and said that I am not eligible to get the bonus miles. " Unfortunately, you are not eligible for this AA miles promotion XXXX XXXX XXXX. While Citi does offer AA miles promotions at times, this offer is available only to targeted Citi card members who received the offer via a direct communication from Citi. Our records show you are not a targeted client. '' On XXXX XXXX, 2016, I appealed this denial, citing written confirmation from Citi that : The promotional offer is attached to my account and ; I met all requirements to receive my bonus. 

On XXXX XXXX, 2016, My appeal was denied. 


-- -- Even though I have been assured by Citi that I met all requirements to receive my bonus, the bank is now refusing to honor their end of the agreement. 

Citi must credit my account immediately or additional steps will be taken to collect my promised bonus. I am extraordinarily unhappy and suspect that Citi routinely and systematically defrauds their customers.

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