Consumer complaint received 2024-03-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I am writing to formally lodge a complaint regarding the unfulfilled bonus offer associated with the XXXX XXXX XXXX XXXX credit card, which I applied for through Citibank. On or around XX/XX/XXXX, I submitted an application for the aforementioned credit card after encountering the offer through the XXXX XXXX mobile application. The offer clearly stated that upon spending {$3500.00} within four months, I would be entitled to receive XXXX XXXX XXXXXXXX XXXX. 

After receiving and activating the credit card, I promptly reached out to Citibank via chat to confirm my eligibility for the bonus as advertised. To my dismay, the customer service representative informed me that they could not locate any such bonus offer associated with my account. This contradicted the terms of the offer I had accepted and the promotional materials I had seen, both of which clearly outlined the terms and conditions of the bonus. 

In an effort to resolve this matter, I am attaching a transcript of the chat log with the Citibank representative wherein I inquired about the bonus eligibility, as well as screenshots from my mobile phone depicting the promotional offer displaying my eligibility for the bonus miles. 

It is deeply disappointing to find that the terms of the offer, which influenced my decision to apply for the credit card, are not being honored by Citibank. I trust that as a reputable financial institution, Citibank values the importance of transparency and accountability in its dealings with customers. 

I hereby request that Citibank promptly rectify this situation by honoring the bonus offer as originally advertised. Additionally, I would appreciate receiving confirmation of my eligibility for the bonus miles and any necessary steps to ensure that they are credited to my account in a timely manner. 

Chat Log : XXXX XXXX  Connected Today XXXXXXXX XXXX I'm pulling up your information now. It'll be just a moment. 
Hi, XXXX. I'm Citi XXXX and I'm here to help, XXXX. 
To speed things up, please pick the account you need help with. 
Costco Anywhere ... by Citi ... XXXX XXXX XXXX XXXX XXXX XXXXXXXX I'm looking for another account XXXXXXXX XXXX - XXXX  Citi/XXXX  ... XXXX ... XXXX XXXX XXXX XXXX  Next, please tell me what you need help with. I work best when you type just a few words. Or, you can choose from these popular topics. 
XXXX XXXX XXXX XXXX See more Read XXXX XXXX OK, here are some more options to choose from. If you don't see what you need, feel free to type it out. 
XXXX XXXX XXXX XXXX  Promotions Read XXXX XXXX OK, I just need a little more information. Which of these do you need help with? 
XXXX XXXX - Bot I have an issue Read XXXX XXXX Sure, I'll connect you with a representative. I'm always learning new things, so maybe I'll be able to help next time. 
As head 's up, there's approximately a 5-minute wait time to chat with a representative. 
Continue to representative Go to Contact Us Thanks, nothing else XXXXXXXX XXXX XXXX XXXX Continue to representative Read XXXXXXXX XXXX I will need to get an agent on the line to help you with that. Please wait while I find an available agent. 
XXXX XXXX XXXX XXXX A representative is on the way. They'll be here soon. 
XXXX XXXX XXXX XXXX  Thank you for waiting. You are now connected with XXXX  Welcome to Citi XXXX XXXX. Thank you for choosing Citi. How can I assist you with your account today? 
XXXX XXXX XXXX XXXXXXXX Hi Read XXXXXXXX XXXX I just received my new citi XXXX XXXXXXXX Read XXXX XXXX  and I would like you to verify and confirm the requirements to meet my welcome bonus please Read XXXXXXXX XXXX I am sorry i do not see any welcome bonus offers or special offers available for you from my end XXXXXXXX XXXX XXXX XXXXXXXX i applied through XXXX XXXX app Read XXXX XXXX it said I had XXXX miles for spending XXXX Read XXXX XXXX can you double check? 
Read XXXXXXXX XXXX  I am sorry due to limited access i do not have the feasibility to assist you further with this query in the chat platform. I request you to please contact our dedicated team who will be able to assist you further. 

The number for XXXX XXXX is XXXX ( for TTY : use XXXX or other Relay Services ). XXXX XXXX is open XXXX hours a day, 7 days a week. 
XXXX XXXX - XXXX the card is from citi XXXX XXXX XXXX what do i need to talk to XXXX XXXX about? 
Read XXXXXXXX XXXX they are not a financial insitution Read XXXXXXXX XXXX  The number for our team is XXXX ( for TTY : use XXXX or other Relay Services ). This department is available XXXX hours a day, 7 days a week. 
XXXX XXXX - XXXX if you don't see the bonus why will they see it? 
Read XXXXXXXX XXXX last time I had a bonus with citi I had the same issue and had to raise a cfpb complaint Read XXXXXXXX XXXX  do I need to do the same? why is so difficult to bank with citi Read XXXXXXXX XXXX I am sorry i see you have had a XXXX XXXX prior to this and that had closed as per your request XXXXXXXX XXXX - XXXX  You can not earn or will not be eligible to earn bonus miles if you have earned the bonus before you will only be eligible after two years of the account being closed XXXX XXXX XXXX XXXXXXXX ok so then cancel the card please Read XXXXXXXX XXXX  Sure allow me a moment let me try to close the account from my end for you XXXXXXXX XXXX XXXX XXXXXXXX " I am sorry i tried to close the account for you from my end however due to limited access to certain account I do not have the feasibility to close this account in the chat platform. 

I request you to please contact our dedicated team who will be able to assist you further. The number for our team is XXXX ( for TTY : use XXXX or other Relay Services ). This department is available XXXX hours a day, 7 days a week. '' XXXX XXXX XXXX XXXX  You havent responded in a while. Please send a message to keep this conversation open. 
XXXX XXXX XXXX XXXX  ok, have everything I need for my complaint, have a nice day Delivered XXXXXXXX XXXX I am sorry, Trust me I would have been the first person to do that for you if there had been a way to do it through chat. 

I hope you understand there are scenarios wherein we personally want to do that but we do not have an option to do so XXXXXXXX XXXX XXXX XXXX  You havent responded in a while. Please send a message to keep this conversation open. 
XXXX XXXX XXXX XXXX  As much as i would love to and want to help you i couldn't, My sincere apologies XXXX XXXX - XXXX

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