Credit card or prepaid card -- Other features, terms, or problems -- Complaint #7243895
Complaint Overview
Complaint ID: 7243895
Company: Citibank, N.A.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
State: Ohio
ZIP Code: 43054
Date Received: 2023-07-12T12:00:00-05:00
Date Sent to Company: 2023-07-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2022, I opened a Citibank " Miles and More '' savings account with an opening offer of XXXX XXXX XXXX Miles as well as an ongoing 25 % bonus on miles earned on a linked Citibank/XXXX XXXX XXXX XXXX XXXX XXXX , with deposits of over {$10000.00} maintained for at least 90 days. I deposited {$10000.00} into the account on this date to open the account and meet the terms of the promotional incentive associated with the account. On XX/XX/2022, the XXXX miles were credited to my XXXX XXXX AAdvantage account, but nothing was adjusted on the earning rate of the linked credit card. I contacted Citi who opened a ticket to investigate the issue, and after several weeks and reminder received a note that the case was closed as the XXXX miles were credited. I reached out again to clarify that this was not the issue, it was the 25 % bonus, for which they agreed I had met the qualifying criteria, that was the issue. Another ticket was filed and nothing happened. I called again and was passed through 5 different departments ( each one saying this was another part of the bank that was responsible ; I started with the XXXX XXXX, who said it was a credit card issued and transferred me to the Credit Card Issuing services ; they said it was the bank accounts and transferred me back; same answer and back to the credit card company who then transferred me to XXXX XXXX, who of course could not help as they said it was entirely a Citibank issues ). There was a clear lack of understanding of the issues as well as how to deal with this at the offshore Customer Service centers operated by the Bank. Opening a ticket was the only thing that could be effectively handled, apart perhaps from transferring me to someone else. I next tried the online chat tool on the website ; after eventually getting past the chatbot that could not help, I again was passed from party to party after maintaining a chat for over 1.5 hours. At this point I feel that this is a bait and switch offer from the bank, promising rewards in order to obtain deposits and then not delivering on the offer, either through ineptitude in their structure and customer support functions or by design, not sure I can tell which. Please let me resolve this matter that the bank clearly does not want to. Regards, XXXX XXXX
Frequently Asked Questions
What is Complaint #7243895 about?
Complaint #7243895 was filed against Citibank, N.A. regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2023-07-12T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.