Consumer complaint received 2015-05-13 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
Citibank offered to me as consideration a bonus valued at {$650.00} for signing up for their AT & T Access More credit card. More specifically, XXXX is to receive a {$650.00} statement credit on the purchase of a new cellular phone from the AT & T Company. In order to receive this statement credit, XXXX must take the following actions : ( XXXX ) Make {$2000.00} in purchases within three months of account opening. ( XXXX ) Buy a new phone from AT & T using a unique phone offer link that is provided on the cardholders online account homepage. ( XXXX ) Maintain service with AT & T for at least 15 days. ( XXXX ) Pay a {$95.00} annual fee. 

I made a good faith effort to satisfy all of the above conditions. There was a computer issue on part of Citibank and AT & T that prevented me from satisfying conditions XXXX and XXXX of the Citibank 's offer. Specifically, when I attempted to purchase a phone and sign up for AT & T using the offer link that Citibank provided, AT & T rejected my order on grounds that it could not verify some information regarding my identity that they obtained from a credit bureau ( I made no mistake in submitting my correct information ). Additionally, AT & T made no attempt clear the confusion it was having in regards to the discrepancy in the information that it received from the credit bureau that it deals with ( i.e. requesting a copy of my driver 's license and a utility bill ). 

I XXXX contacted AT & T to get them to reprocess the order. The representative that I spoke to stated that it is AT & T 's policy to refuse to reprocess any cancelled orders made online. Furthermore, he stated that my best option is to visit an AT & T store in-person and purchase a phone in-store. This route would be seamless. However, buying the phone in-store does not coincide with Citibank 's offer. 

I figured that the best way to remedy the situation was to go back to Citibank 's webpage and enter a new order, this this time in close correspondence with AT & T to make sure there is no confusion regarding to information about my identity. Only now, the offer link had disappeared from Citibank 's webpage. 

I contacted Citibank. The supervisor that I spoke with there, named XXXX XXXX XXXX XXXX XXXX, stated that Citibank 's computer system had no way of regenerating an offer link for me to use and that Citibank would not grant me the statement credit if I were to purchase a phone in-person. 

Overall, the problem is that Citibank designed a poor platform and has poor cooperation with is partner AT & T. It refuses to take any reasonable course of action to resolve the issues. I would be happy to buy a phone in-store and submit to Citibank proof of my purchase. Purchasing a phone via this route does not change Citibank 's economic stance in any way. Instead, I 'm left not knowing what to do, and Citibank is now better off economically by {$650.00}.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief