Consumer complaint received 2024-12-09 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: NC

Complaint narrative:
What Happened? 
I am filing this complaint due to Citibank 's mishandling of a promotional offer for XXXX AAdvantage miles, including providing contradictory information regarding the expiration date and failing to honor their verbal assurances. Citi 's negligence and lack of transparency have directly prevented me from fulfilling the terms of the promotion, despite my attempts to comply. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Timeline of Events : XXXX XXXX  : I experienced significant delays in receiving and activating my CitiBusiness / AAdvantage Platinum Select card due to Citis internal inefficiencies. This delay was addressed in my prior CFPB complaint ( Case # XXXX ). 
XXXX XXXX  : Citi provided a letter dated XX/XX/year>, stating that the promotional offer to earn XXXX miles would expire on XX/XX/year>. I relied on this date as accurate. 
XXXX XXXX, XXXX  : I finally activated the card after months of delays caused by Citi . 
XXXX XXXX, XXXX : I contacted Citi to confirm the promotional terms, only to be informed that the promotion had expired on XX/XX/year>. This directly contradicted Citis own written communication, which stated the expiration date was XX/XX/year>. 
XXXX XXXX  : Citi provided inconsistent and contradictory explanations in subsequent communications, including a letter dated XX/XX/year>, which reiterated the inaccurate XX/XX/year> expiration date. Despite multiple requests for clarification, Citi refused to provide a consistent explanation or honor the verbal assurances I received regarding extending the promotion. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Key Issues : Contradictory Expiration Dates : Citis letters provide two different expiration dates for the same promotionXXXX XXXX, XXXX, and XX/XX/XXXX, XXXXleaving me unable to trust their communications. When I sought clarification on XX/XX/XXXX, Citi wrongly claimed the promotion had already expired, which directly influenced my decision not to make the required purchases. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Verbal Assurances Not Honored : Citi representatives verbally assured me that the promotion could be extended if necessary. However, Citi has since refused to provide audio recordings or transcripts of these conversations, further undermining their credibility and transparency. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Failure to Resolve or Rectify : Citis refusal to provide accurate and timely information prevented me from meeting the promotional terms. Their continued refusal to grant an extension, despite documented delays and their own errors, demonstrates poor consumer service and a lack of accountability. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Why This Matters : -Citis failure to provide consistent and accurate information has placed me at a disadvantage and caused me to forfeit the opportunity to earn the promotional bonus. 
-Had Citi provided accurate and consistent information from the beginning, I would have had sufficient time to meet the {$5000.00} spending requirement. 
-Citis refusal to rectify their mistakes through an extension is unethical and demonstrates a disregard for fair consumer treatment. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Supporting Evidence : Letter dated XX/XX/year>, stating the promotion expiration date as XX/XX/year>. 
Letter dated XX/XX/year>, falsely ( and maliciously ) stating the expiration date as XX/XX/year>. 
Documentation of my prior CFPB complaints ( # XXXX, # XXXX ) related to delays in receiving and activating the card. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Citis actions demonstrate a clear failure to provide the transparency and fairness required under consumer protection regulations. I request the CFPBs assistance in holding Citi accountable for their mishandling of this issue and ensuring an appropriate resolution.

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