Consumer complaint received 2025-05-14 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: CA

Complaint narrative:
In late XX/XX/XXXX ( either Saturday or Sunday, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX  ) I responded to a mailed flyer and applied for a Citi double cash card in order to obtain the {$200.00} cash back rewards after initial $ XXXX within the XXXX XXXX XXXX  ; record of that application should be retrievable -- I am fairly certain a code was involved. I received email notice that my citibank application was denied and was provided a number to call to appeal. On Monday, XX/XX/XXXX, I called to appeal and spoke with XXXX ( phone records should exist of this call ). I explained to XXXX that I had applied in response to the postcard I had received with the original offer of {$200.00} cashback after initial terms are met. She reviewed my application and tried to verify my annual earnings. The number she quoted me was an error. I provided her with the correct number for my annual earnings and my application was approved. I received the card in the mail on XXXX XXXXXXXX XXXX  and wrote the terms of the {$200.00} reward on the docs that came w/ my card. The requisite {$1500.00} of purchases was made in the first XXXX months. I have not used the card since as I have no reason except for the offer to apply for a new card. As of today, XX/XX/XXXX, I do not have the rewards so called the number listed on my card. I spoke with XXXX this morning ; he says there is no indication of a reward on my account. I explained all of the above to him and he asked if I had proof, without which he said there's nothing he can do but suggested they could notify me if there are upcoming rewards programs. I called back later with absolute dates taken from my last years day planner - this time I spoke with XXXX ( approximately XXXX ). I requested that XXXX advise me whether they would honor the original offer I had responded to or whether I should just file a complaint, XXXX just told me I have to talk with the application department and said he would transfer me. The transfer dropped me into an automated system that asks me to press 1 to hear the status of an application, 2 to inquire about an existing card/account, or 3 to submit a new application. I pressed 2 and the system then prompted me to call XXXX if I had an existing credit account. I called that number and spoke with XXXX, who, after I explained the situation and he talked with his Supervisor, tells me I have to talk to the application department because he is part of the Tech. Dept and unable to help - I explained that the prior rep had already forwarded me to the application department, which dropped me into an automated system that led me back to the number I dialed to speak with him. He insists I have to speak with the application department and provided XXXX, which I dialed and which dropped me into the same automated loop I had been through before requiring that I press 1 for the status of an app, 2 to inquire about an existing account, and 3 to submit a new application.

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