Consumer complaint received 2016-07-15 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A.
State: MI

Complaint narrative:
On XXXX XXXX, XXXX, I opened a Citigold checking account with a promotion code I had received XXXX XXXX # XXXX ). The promotion promised an award of XXXX XXXX XXXX XXXX miles upon completion of {$1000.00} in qualifying debit card purchases and XXXX ( XXXX ) or more qualifying bill payments for two ( 2 ) consecutive calendar months, with all requirements to be completed within sixty ( 60 ) days of account opening. I attached a copy of the terms and conditions for the promotion. 

After completing the requirements in late XXXX XXXX XXXX, after waiting over a month for the XXXX points to post, I messaged Citibank via their online chat on XXXX XXXX, XXXX, and received confirmation that I had completed the requirements for the promotion and that I should allow 90 days for the XXXX XXXX points to post to my account ( which would roughly be the beginning of XXXX XXXX XXXX. A copy of this exchange is attached. 

On XXXX XXXX, XXXX, after I had still not received the XXXX points in my account, I spoke to another representative via online chat who I provided with my XXXX number, XXXX, and he opened an inquiry regarding the status of my points ( inquiry # XXXX ). I was informed that I should receive a confirmation email shortly confirming my inquiry. A copy of this exchange is attached. 

On XXXX XXXX, XXXX I sent a secure message to Citi because I had still not received any response to the inquiry, nor had I even received my confirmation email that an inquiry had even been opened. I was informed the following day that my inquiry was actually in the system, though the status was still pending and there was " no estimated time of completion. '' A copy of this response is attached. 

I reached out XXXX final time on XXXX XXXX, XXXX and was told once again that the status of my inquiry was pending and no timeline was available. Again, a copy of this exchange is attached. 

As of the date of this complaint, XXXX XXXX, XXXX my XXXX miles have still not been rewarded, despite them having been promised by XXXX XXXX. I note that the terms and conditions of the offer state that " The XXXX bonus miles will be credited by Citibank to your XXXX account within 90 calendar days from the date when you completed all offer requirements. '' Therefore, under the terms and conditions of the promotion, the miles should have been awarded by XXXX XXXX, which is ninety ( 90 ) calendar days from the date on which the requirements were completed. They have still not shown up in my account by this date, which is now well beyond the 90-day time frame. 

Under the terms and conditions of the promotion, I am eligible for the promotion : I am a Citi ( R ) / XXXX ( R ) credit cardmember who received the promotion, I am over 18 years of age, and I had never before held a consumer checking account with Citibank.

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