Consumer complaint received 2025-11-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
To Whom It May Concern, I am writing to formally complain about the handling of my Citi / AAdvantage Globe card, which was approved on XX/XX/year>. Although my application was approved and the account appears in my Citi profile, I have never received the physical card, and I have not been provided with usable card details. 

Despite this, the annual fee has already been charged, and the clock has begun on the welcome offer of XXXX miles after {$5000.00} spend in the first 4 months. Because I have never received the card, I have been unable to make any purchases and therefore can not reasonably work toward the spend requirement. 

In short, I am : Being charged an annual fee for a card I can not use, and Losing part of my limited welcome-offer window due entirely to Citis failure to deliver the product.

Timeline XX/XX/year> Approved for the Citi AAdvantage Globe card with a XXXX welcome bonus for {$5000.00} spend in 4 months. 

Since approval No card received ; no adequate communication or resolution from Citi. 

Annual fee posted Even though I have never had physical possession or practical use of the card. 

My requested resolution ( non-negotiable points ) I am requesting the following actions, and I expect them to be confirmed in writing on my account : Full refund of the annual fee I am requesting a full refund of the annual fee, not a prorated credit. I should not pay any annual fee for a period in which Citi has failed to deliver a card I can actually use. 

XXXXonor the 90,000-mile welcome bonus as originally advertised Citis failure to deliver the card has directly reduced my ability to meet the {$5000.00} in 4 months requirement. 

I am requesting written confirmation that Citi will fully honor the 90,000-mile welcome bonus once I complete {$5000.00} in eligible spend, regardless of the original 4-month deadline, given that the delay is entirely on Citis side.

In similar recent situations ( such as issues with Citis Strata Elite rollout ), Citi has reportedly refunded annual fees and honored bonuses when customers ability to use the product was impaired by Citis own systems and processes. I am asking for treatment consistent with that precedent.

Immediate resolution of card access Expedite shipment of a physical card with tracking information, and/or Provide secure digital access to my full card details so I can begin using the card without further delay.

Regulatory and legal context I have already opened a complaint with the Better Business Bureau, and I am prepared to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) if this matter is not resolved promptly and fairly. I am also reviewing my legal options under applicable consumer-protection laws with respect to : Charging an annual fee for a card that was never delivered and never usable, and Advertising a time-limited welcome offer while Citis own failures make it impossible to reasonably meet the terms.

My clear preference is to resolve this directly with Citi, without further escalation. However, if Citi is unwilling to ( 1 ) fully refund the annual fee and ( 2 ) honor the 90,000-mile welcome bonus upon completion of the {$5000.00} spend, I will continue to pursue all available remedies, including regulatory complaints and potential legal action.

Requested response Please respond in writing with : Confirmation of a full refund of the annual fee, Confirmation that Citi will honor the 90,000-mile welcome bonus once {$5000.00} in eligible spend is completed, regardless of the original 4-month deadline, and Details on how and when I will receive my card and/or secure digital access to use it.

Thank you for your prompt 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