Consumer complaint received 2016-08-05
Company: CITIBANK, N.A.
State: NC
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
XX/XX/XXXX I signed up for a promotion through Citi Bank that promised XXXX Thankyou points if I completed the requirements. The requirements were that if I opened up a Citigold checking account and spend {$1000.00} dollars within the first month and make XXXX bill payments within consecutive months, I would receive XXXX Thankyou points within 90 the next 3 billing cycles or 90 days. I completed these requirements XX/XX/XXXX. At that time, I called to verify that I would receive the Thankyou points. The agent told me over the phone that I would be by XX/XX/XXXX. XX/XX/XXXX, I made a follow up call to verify that information again. The associate told me that I would receive them by XX/XX/XXXX. XX/XX/XXXX, I read some information that said that Citi was trying to renege on paying the points. At that time, I called and the associate said they would need to open a case with their back office. The case came back saying that I was not targeted for the promotion and therefore was not eligible. After this I called and asked to speak with multiple supervisors. In the many calls I made to supervisors, I never was helped. At that time I asked to speak with someone in the executive department. I was told that someone would call be back within 24 to 48 hours. I was promised this 3 or 4 times after multiple call and still had not heard from anyone. One night, I was able to get in touch with a " client retention specialist ''. I believe that was the correct title. Her name was XXXX XXXX. Her phone number which she provided to me is ( XXXX ) XXXX. She told me she would look into the issue and call me back. I told her how frustrated I was and that I was considering taking my complaint to the CFBP. At that point, she assured me that I would receive the Thankyou points. She told me that by the end of the next billing cycle, the points would be in my account. The timeframe she gave me was XXXX XXXX. The points were still not in my account on this day. I called her back and told her they had not been deposited. She then stated that my account billing cycle ended on XXXX XXXX and that I should receive the points at that time. She promised that wether on not they were deposited on XXXX XXXX, she would call me back with some sort of reason as to why. It 's XXXX XXXX today and I still have not heard from her. I have left numerous voicemails with her. I have also called and talked to supervisors who say they work with her and that they have emailed her and assured me that she would call me back within 24-48 hours. That still has not happened. I have gone through this process at least 3 times. I have still not heard back from her. Again, this is after she assured me that I would receive the Thankyou points. This is a highly frustrating situation and after spending about 2 hours total on the phone tonight and being promised a call back from her or her manager within an hour and not receiving anything, I 'm at my wits end. I 'd like to ask your organization to help.

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