Consumer complaint received 2016-06-17
Company: CITIBANK, N.A.
State: LA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
XX/XX/2016, I was induced to open a Citibank CitiGold checking account with a bonus offer by using a Promotion Code " XXXX. '' The bonus promised XXXX AAdvantage bonus miles in exchange for opening a CitiGold account with the above promo code and within 60 days after account opening spend {$1000.00} of purchases using the Citibank Debit Card and make 1 or more qualifying bill payments each month for two consecutive calendar months. Consequently, I confirmed with Citi that I fulfilled all terms of the offer but did not receive my bonus points as promised and after an internal investigation I was denied the bonus. Fortunately I have kept evidences of all of the steps regarding this offer and am able to provide you with details for this investigation. 

On XXXX XXXX, 2016, I opened online my new CitiGold Account After enrolling with the promotion code provided. The screenshots that I keep clearly show the promotion code being attached to my new account. 
On XXXX XXXX, 2016, I contacted Citi by the Chat function on their website. I was assured by a representative named XXXX that the promotion is attached to my account : " XXXX : at XXXX I see that the promotion is attached to your account. '' In addition, the representative made a note on the account of my AAdvantage number. 
On XXXX XXXX, 2016, I contacted Citi by Chat again and I spoke with a representative named XXXX, who confirmed that 1 ) the promotion is applied properly on the account, 2 ) I have satisfied the requirements, and 3 ) I should receive the bonus miles no later than XXXX XXXX, 2016 : " XXXX : at XXXX XXXX, I do see the note on the account with the promotional code placed on the account. 
XXXX : at XXXX I do see that you have completed the qualifying bill payments. 
XXXX : at XXXX You have also completed the debit purchase of {$1000.00}. 
XXXX : at XXXX The AAdvantage bonus miles will be credited by Citibank to your AAdvantage account within 90 calendar days from the date when all offer requirements were completed. 
XXXX : at XXXX Let me provide you an estimate when you can expect to receive the rewards. 
XXXX : at XXXX I see that you have completed the last bill payment on XXXX/XXXX/16. 
XXXX : at XXXX Yes, I believe that 's right XXXX : at XXXX Hence, you can expect to receive the rewards no later than XXXX/XXXX/2016. This is the maximum time frame you can expect to receive the rewards. '' On XXXX XXXX, 2016, after I did not receive the bonus as promised I initiated a Citi Gold live chat session with XXXX. XXXX reconfirmed that I have met the requirements : " XXXX : at XXXX I appreciate that you have met the requirements. '' XXXX also asked for my AAdvantage number and made a note for it in the account. He also opened an investigation with reference number XXXX, and told me that I will be receiving an answer by XXXX XXXX, 2016. 
After I did not heard by the promised time, I made two more attempts to get an answer -- one by chat session and one by phone. 
Finally on XXXX, XXXX, 2016, I receive a communication regarding the result of this internal investigation, informing me that my bonus is denied with the following reason : " There was not an AAdvantage Mile promotion offered in conjunction with the opening of your account. '' I am extremely disappointed that Citi 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. 
Thank you for your time and attention to this matter!

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