Consumer complaint received 2026-01-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: CITIBANK, N.A.
State: IN

Complaint narrative:
My last name is XXXX, not XXXX XXXX I changed it when I divorced and am unable to update it on this account. 


I flew on XXXX XXXX on XX/XX/XXXX, and all passengers were offered a promo to sign up for a Citi AA card. The offer was for XXXX miles after spending {$1000.00}. I requested a brochure from the stewardess and tried to sign up on flight. There was trouble with the connection, so I had to start all over again. I was immediately approved. 

When I looked at my Citi app ( because I have other accounts ) it showed a miles tracker with XXXX after {$2500.00}. It said something like it is an example, so I disregarded it, but when my card showed up on XX/XX/XXXX, it was for XXXX after {$2500.00} of spending in XXXX months. Both offers waived the {$99.00} fee for XXXX year. 

I also received a letter saying citi was unable to approve my application because I have submitted multiple applications. 

I immediately called Citi to ask for what I was offered. They put me through to XXXX  who asked that I send a picture of the brochure and my card, which I did immediately. They never responded or updated my miles etc. 

On XX/XX/XXXX, I phoned again and was advised by Citi to just wait as these things take time. We agreed that I would wait until today, XX/XX/XXXX. 

Today I phoned and was told by Citi ( XXXX ) that they could not approve it because my name is not on the offer, which is ridiculous. Of course, my name isn't on the offer... it was an in-flight solicitation. This Citi agent ( without warning or advice ) transferred my call to AA ( with no warm handoff ) as had been done on XX/XX/XXXX, and that agent ( XXXX XXXX told me it wasn't her job to sort out these issues. She refused to let me speak to a supervisor. She said she was a supervisor. She said something about maybe I could find someone in my country to help, which I didn't understand. She provided a false email address to reach AA team as she said the XXXX was not for AAdvantage. She told me I could reach the AA team at XXXX I read it back to her for confirmation, but when I sent a follow up to this address, it bounced back XXXX  told me Citi needed to resolve the problem and Citi told me XXXX  needed to resolve it. As a customer, it is frustrating to not be able to get resolution while these so-called partners point fingers at each other. 

I am angry that I didn't get what I was offered, that I spent HOURS of my life trying to get it, and that I need to look for a new credit card and this opening and closing accounts will affect my creditworthiness and ability to get a good card. 

When I initiated this complaint, my intention was to ask for what I was offered, but before writing the complaint, I phoned XXXX more time to see if i could get the offer without going down this avenue. Unfortunately, time is important as I have flights to book for XXXX and need a good card and they were not able to resolve it, so I asked to close the account as they were not going to honor what they offered, which was the ONLY reason I signed up. 

Since I invested so much time in this process, I decided to go ahead and submit the complaint in the hopes it may help other consumers to avoid being the victim of such deceitful business practices. 

Thank you

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