Consumer complaint received 2026-05-26 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: AZ

Complaint narrative:
On XX/XX/XXXX, I applied for a Citi/AAdvantage XXXX XXXX XXXX XXXX XXXX and was approved. The card has a promotional offer at that time where I would receive XXXX XXXX XXXX miles after spending {$1000.00} ( and the annual fee was waived ). On XX/XX/XXXX, I received a message indicating that my card was having trouble shipping. Over the course of the next 3 months, I spent over 3 hours talking to 12+ different representatives attempting to get this credit card shipped. Every time, it was sent back. One representative told me that it was impossible to change the shipping address, so I tried various means of making sure it arrived. This included speaking with USPS, submitting 2 service requests, and speaking to them in person. I had about 7 cards shipped in this time, and none of them arrived. I requested for the card to be shipped via expedited shipping since I had received another Citi card in this way, but was told this was not possible. Eventually, I told a representative that I was moving and that I needed this card sent to a different address. I discovered that the previous agent had provided me incorrect information, and that it was possible to change my address after all. The promotional period ended on XX/XX/XXXX. I did not receive my card until XX/XX/XXXX. As soon as I could, I contacted Citi to extend the promotional period. I had one supervisor tell me that this was not possible, and that the only thing I could do was close the card and attempt to re-open it. The reason for this was cited as the promotional period had ended, and the offer was no longer available. I spoke to another supervisor who said that they would be able to extend the promotional period, but after one month I have received no updates. During this time, I was told in specific wording that I would be receiving an extension on the promotional offer. I reached out to the Citi Executive Response Unit as well. I currently have an active case, and the representative I spoke with said that they had sent a message to the department in charge of the promotional offers. The representative stated that she recognized my efforts to receive the card, and would assist me with the promotional offer extension. She stated I should hear back during the week of XX/XX/XXXX. I did not. I have not heard anything. Additionally, the woman in charge of my case has been very difficult to reach. Despite numerous calls I have only gotten in contact with her once. Almost 2 months after receiving my card, I have received no tangible assistance with this matter. Despite doing everything in my power to ensure I receive the card so that I could fulfill the minimum spend requirement, I have been unable to get adequate help on this matter. During this time, my fiance ( who applied for the same card as the same time separately ) experienced exactly the same thing. At the end of the day, all I have to show for this whole ordeal a credit score that has been lowered due to the application.

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 non-monetary relief