Consumer complaint received 2025-08-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
Hello Sir/Madam, I opened a Citi XXXX XXXX XXXX XXXX on XX/XX/XXXX, under a promotional offer to earn XXXX ThankYou Points after spending {$4000.00} within 3 months. I met the spending requirement well within the timeframe. Please see attached documents numbered 14, which are account statements clearly showing that I exceeded the {$4000.00} spending requirement within the eligible period.

The official terms of the promotion state ( which haven't changed since I applied ) : Bonus ThankYou Points are not available if you received a new account bonus for a Citi XXXX or Citi XXXX XXXX account in the past 48 months or if you converted another Citi credit card account on which you earned a new account bonus in the last 48 months into a Citi XXXX or Citi XXXX XXXX account. 

Please refer to the attached documents 57 for your reference : Document 5 contains the full terms and conditions for this specific card.

Document 6 is a screenshot from my application on XX/XX/XXXX, confirming the offer.

Document 7 highlights the specific ineligibility clause mentioned above.

I have never received a new account bonus for either Citi XXXX or Citi XXXX XXXX before this. 
The only other Citi card I hold is a Citi Double Cash, which I opened in XXXX. I received a cashback welcome bonus, not a ThankYou Points bonus. 

Despite this, Citi representatives have repeatedly told me that I am ineligible because Double Cash rewards can be converted into ThankYou Points. However, this is a misinterpretation. The terms clearly state that ineligibility applies only to customers who : Have previously received a new account bonus for Citi XXXX or XXXX XXXX, or Converted another Citi card into a XXXX XXXX card after receiving a bonus on that original card. 

Neither of these conditions apply to me. 

I have asked for written clarification or escalation numerous times and have been denied both by representatives and supervisors. No written policy has been provided despite multiple requests. Even though many agents understand this and support me but they also said we can't do anything to help you. 

Additionally, Citi has refused to provide me with a written confirmation of my XXXX XXXX account opening date, even though this is critical to verifying eligibility. To independently validate the date, I have attached documents 810, which are credit reports from : XXXX ( showing a Citi account opened on XX/XX/XXXX ), Citi ( showing an account active since XX/XX/XXXX ), and XXXX  ( also showing a Citi account opened on XX/XX/XXXX ). 

None of these reports include the full account number, but the dates align with my Citi XXXX XXXX application and first statement. 

I have also reviewed my monthly statements, which confirm activity beginning in XX/XX/XXXX, but they do not list the official opening date either. Despite these supporting documents and my repeated requests, Citi has not provided this basic information. 

Therefore, I am filing this complaint to request CFPB intervention. 
I respectfully request the following : A full review of my Citi XXXX XXXX bonus eligibility, based on the official written promotional terms. 

Issuance of the XXXX ThankYou Points bonus, which I rightfully earned by fulfilling the spending criteria and meeting eligibility requirements. 

Written confirmation of the official opening date of my Citi XXXX XXXX account. 

Internal correction and agent training at Citi to prevent further misinterpretation and miscommunication of promotional eligibility terms. 

Thank you for your attention to this matter. 

Sincerely.

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 explanation