Consumer complaint received 2026-01-02 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: CT

Complaint narrative:
I am submitting a complaint regarding Citibanks failure to honor an enrolled credit card Merchant Offer. 

I hold a Citi XXXX XXXX XXXX XXXX XXXX XXXX. Through my account homepage, I enrolled in a Merchant Offer advertising 8.5 % back at mansurgavriel.com, with an expiration date of XX/XX/XXXX. I enrolled in the offer prior to making any purchase and relied on the offer when deciding to proceed with the transaction. 
On XX/XX/XXXX, I made a qualifying online purchase at XXXX XXXX using the enrolled card. The transaction posted the same day and met all stated offer requirements. Around the same time, I redeemed other merchant offers enrolled through the same Citi account. 

On or around XX/XX/XXXX, the 8.5 % reward for the XXXX XXXX offer had not posted, and the Citi website and app indicated I had not yet redeemed the offer. The other offers I redeemed did show up as redeemed ( and eventually posted as credits the following week ). I grew concerned and contacted Citibank. I was informed that the offer and any record of my enrollment could not be located. The offer had also disappeared from my account homepage, leaving me with no visible proof during the call. 

On XX/XX/XXXX, XXXX mobile app displayed the XXXX XXXX offer again and showed that I was enrolled in the offer ( with the status indicating it had not yet been redeemed ). I documented this with screenshots. I was unable to contact Citi at the time. On XX/XX/XXXX, XXXX mobile app still displayed the XXXX XXXX offer. More assured that there had been a temporary issue, I didnt contact Citi . However, subsequently, the offer disappeared so I contacted Citibank again. Their response did not change, representatives stated they still could not retrieve any record of the offer or my enrollment. 

I later contacted Citibank to dispute the charge, making clear that I was not disputing the validity of the purchase, only Citibanks failure to honor the promotional offer. A representative briefly suggested issuing a full charge credit, which did not correspond to the amount owed ( 8.5 % of the purchase ), and then referred me to an internal offers department. That department indicated there was nothing they could do. After some escalation, I was told they would look into it, but gave no record or indication of any next step. No resolution has been provided. 

Citibank has failed to make good on its merchant offer and given inconsistent responses. It has also failed to maintain or retrieve its own offer enrollment records, and does not make these fully available to clients. 

I have XXXX screenshots from XX/XX/XXXX and XXXX, as well as XXXX from XX/XX/XXXX. The screenshots from XXXX show offers that I am enrolled in that should not have expired by XX/XX/XXXX. However, the XX/XX/XXXX screenshot shows they have disappeared. There is a problem with Citis record-keeping and their customer service agents will not escalate the issue.

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 monetary relief