Consumer complaint received 2025-05-10 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: OH

Complaint narrative:
I am filing this complaint due to how Citibank mishandled the activation and access to my newly approved premium select credit card, which directly caused me to lose time-sensitive promotional benefits offered through XXXX XXXX XXXX 

I applied for a Citibank AAdvantage credit card through the XXXX XXXX website on XX/XX/year> when purchasing tickets. Initially, I was declined, but approximately 30 minutes later, I received notification that I had been approved. Because I did not yet have access to the card information, I had to purchase airline tickets using a different credit card to avoid losing the fare. This meant I was unable to take advantage of the AAdvantage promotional offer that applied only if the purchase was made using the new Citibank card. 

After booking, I immediately called Citibank and requested the full card number so I could update the payment method with XXXX XXXX. I explained that the tickets had just been purchased and I needed to switch the payment method to qualify for the promotional offer. Multiple Citibank representative told me they could not give me the full card number over the phone and that I would need to wait for the physical card to arrive in the mail. The card was not delivered until more than a week laterwell after the payment had already postedso I lost the opportunity to qualify for the promotion despite being approved at the time of booking. The promotional offer was XXXX miles with {$2500.00} worth of purchases in first 3months of opening card. 

I activated the card on XX/XX/year>, and made my first purchase online on XX/XX/XXXX - approx {$5000.00}, but it was immediately blocked due to suspected fraud. I called XXXX XXXX department and explained that I was traveling abroad and would call back in 20 minutes from my U.S. phone number to verify my identity. The agent assured me that no physical verification letter would be sent to my address. 

However, Citibank proceeded to mail the letter anyway. I was later told I could not use the account until I received and responded with the reference number in that letterwhich could take up to two weeks. I again explained I was traveling and could not access the letter. The representative said there was nothing they could do. 

As a result, I am being denied access to a financial product I was approved for and have lost eligibility for time-sensitive benefits through no fault of my own. I made every effort to verify my identity and resolve the situation. Additionally, I encountered poor customer service throughout the process, with multiple representatives who had limited English proficiency, making communication and resolution very difficult. 

I am requesting that my account access be restored immediately and that Citibank honor or extend the promotional benefits I lost due to their actions and delay.

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