Consumer complaint received 2026-03-03 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: WA

Complaint narrative:
I am writing to file a formal complaint against Citibank regarding a misrepresented welcome offer, repeated failure to resolve my case, and misleading guidance from customer service representatives. BACKGROUND : I applied for the Citi AAdvantage Platinum Select World XXXX Mastercard based on a welcome offer that clearly stated I would receive XXXX AAdvantage miles after spending {$1000.00}. I have already met this {$1000.00} spending requirement in good faith, based on the offer presented to me at the time of application. However, my account reflects a completely different offer requiring {$3500.00} in spending 3.5 times the amount I originally agreed to. TIMELINE OF FOUR CALLS : Call # 1 : I reported the discrepancy and was told that submitting a screenshot of the original offer would be sufficient to resolve the issue, with a response promised within 35 business days. I submitted the screenshot as instructed. Call # 2 : No response was received within the promised timeframe. I called again and was told the case needed 710 business days, with no explanation for the change. Call # 3 : A male customer service representative told me there was nothing he could do, and that I would need to spend {$3500.00} to receive the XXXX miles. This directly contradicts the offer I agreed to and amounts to Citibank pressuring me to spend an additional {$2500.00} beyond what was originally promised. Call # 4 : I was now told for the first time that my screenshot is no longer acceptable and that I must provide an offer confirmation email. No such email was ever sent to me during the application process, and this requirement was never mentioned in any of the three prior calls. SUMMARY OF ISSUES : 1. Citibank presented a welcome offer of XXXX miles for {$1000.00} in spending. I applied for this card and completed {$1000.00} in purchases specifically based on this offer. 2. The card was issued under different, less favorable terms ( {$3500.00} spending requirement ) without my knowledge or consent. 3. Over four phone calls spanning more than 10 days, Citibank repeatedly changed its requirements, provided no written follow-up, and failed to resolve this issue. 4. One representative explicitly told me I must spend {$3500.00} actively pressuring me to comply with terms I never agreed to. 5. The most recent representative introduced a new requirement ( confirmation email ) that was never mentioned previously and was never sent to me by Citibank. REGARDING MY EVIDENCE : I have attached a screenshot showing the {$1000.00} / XXXX miles offer that was presented to me before I applied. This screenshot demonstrates that this offer existed and was the basis of my application decision. Citibank has not provided any evidence that I applied under different terms. The burden of proof should fall on Citibank to demonstrate otherwise. Thank you for your assistance.

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