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AA Citi card miles not transferred to AAdvantage accounts [Consolidated]

AA Citi card miles not transferred to AAdvantage accounts [Consolidated]

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Old Mar 5, 16, 1:29 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: sdsearch
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Beginning around November 2013, some new AAdvantage cardholders, especially Business cardholders, found that their earned miles were not actually credited to their AAdvantage accounts.

Apparently, there is an issue connecting some cards to some AA accounts. There is no clear pattern as to why it happens. However, the credit card statements will show miles earned (and sometimes even "deposited") but the miles will not appear in the AA accounts.

As this topic has arisen repeatedly in many threads, we have left this thread open for any further discussion. Once the problem is consistently resolved, this thread will be closed and archived.

There are two primary methods for dealing with the problem:

Wait three months.
For some members, the problem has fixed itself and any past-due miles were automatically deposited after the third or fourth statement.

Follow the advice from healthnut in post 5:
1. Call AAdvantage: 1-800-882-8880
2. Open up a case. Tell the CSR how many miles need to be transferred, from which CC account (last four digits), when they were earned, etc.
3. Write down the case number.
4. If miles do not post within a week, contact number in #1, reference case number, and see what's up. (anndddd request some bonus miles for your hassle )

Additionally, the original conversations in these threads are enlightening:

Citi AA credit cards. Best offers now 50k. [Read wikipost first]
Up to 100k miles Citi Executive AAdvantage offers [Read the wiki before posting]

Datapoint: According to a CSR, AA had done a "software upgrade" causing issues with miles transferring over from Citi. She personally had gotten a lot of calls with this very problem.

After 6 new SMs Citi expedited my miles. Use:
Code:
Dear sir/madam:

If you may at your convenience, please RE-report my miles for Executive Mastercard account ending in XXXX to American Airlines. American Airlines did NOT receive the miles reported on XX/XX/XX.

Here is the last response I have received from American Airlines requesting Citi to RE-report the miles.

---- Subject: Re: Mileage Credit ----
Dear Mr. XX, Its our pleasure to assist our valued AAdvantage members. Thanks for contacting us here at AAdvantage® Customer Service. We currently show all active Citibank cards mentioned are appearing in your membership profile.

Please contact Citi and request for them to re-report your miles to us for Executive Mastercard account ending in XXXX so that we may expedite these posting to your account.

Thank you for giving me the opportunity to respond. We look forward to serving you in the future. Regards, Chloe B. AAdvantage Customer Service American Airlines

Thank you very much I appreciate it.


Additional factor since late 2015:

If your card is upgraded by Citi (automatically) from World to World Elite at around the same time as your statement posts, your miles from that statement may not get to AA on that statement (because Citi has to "reset" your account link with AA when the card is upgraded to World Elite), and in that case you probably have to wait for the next statement (to get the miles from two statements to post at AA at the same time). If you really really really really need those miles faster than that, you can try negotiating with Citi and AA (one person in this thread succeeded at that), but it may take many steps and it's not guaranteed to succeed.
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Old Mar 11, 14, 12:46 am
  #16  
umc
 
Join Date: Nov 2012
Posts: 279
Originally Posted by Sup3r52man View Post
Follow up to Miles not reporting:

Just spoke with Citi Advantage Desk Supervisor after waiting for a call back. I was informed that the known issue with miles not reporting is when "like brand cards" are linked to an AAdvantage account.. The systems registers it as a duplicate when the request is sent and discards it. They have to then send a request to their IT department to have the card manually applied to the AAdvantage number. So if you already had a Mastercard this could be a legit cause to the problem. Let me know how many of you who already had an MC on your account has their 1st statement show as: Miles Report to AA: 0.
I have a business AA MC, and my first statement with the Executive card had the miles reported and posted in my AAdvantage account properly. My first statement had no bonus miles posted because I have not completed the spend. I am not sure if it's relevant to the known issue.
umc is offline  
Old Mar 11, 14, 7:25 am
  #17  
 
Join Date: Nov 2013
Posts: 135
Reposting in this thread:
My first statement miles posted immediately (just the 5k I spent, not the 100k as it was too fast). I already had the AA Biz but not the platinum personal.
My wife has the "0 miles reported to AA" on her first statement, she had the AA Platinum personal for 1 year before this. (Platinum Visa, not mastercard, FWIW).
jacobsta811 is offline  
Old Mar 11, 14, 8:14 am
  #18  
 
Join Date: Apr 2003
Location: BOS .. but soon SFO
Programs: UA PLAT, TK GLD, Hilton Diamond, IC PLAT, SPG GLD, Marriott GLD
Posts: 1,528
i called the number, got transferred to the Aadvantage desk

lady said she would send an internal email to someone that handles relations with CITI

asked for a case #, said they don't exist, that my FF# will help them look for her notes

I feel that this is not what I wanted, correct?
stupidzbu is offline  
Old Mar 11, 14, 8:41 am
  #19  
 
Join Date: Oct 2013
Posts: 36
Originally Posted by stupidzbu View Post
i called the number, got transferred to the Aadvantage desk

lady said she would send an internal email to someone that handles relations with CITI

asked for a case #, said they don't exist, that my FF# will help them look for her notes

I feel that this is not what I wanted, correct?
I also just called this morning and had something similar happen---the agent said there is no case number, it's just hooked to my FF#.
MissDaisyofTexas is offline  
Old Mar 11, 14, 8:49 am
  #20  
 
Join Date: Mar 2012
Location: Boulder
Programs: AA Plat, CX Silver
Posts: 2,357
I opened a new AA Citi Business MC on 1/12/14 and can see the 50k bonus on my February statement (closed 2/28). I just spoke with an AA rep who only gave me a generic "we don't know when Citi posts miles" answer. I figured I wasn't going to get anywhere with him so I politely ended the call.

I also have two personal AA cards from Citi which I opened last August, one MC and one Visa.

I've booked the outbound portion of a trip and need to book the return with that signup bonus, really hoping it posts soon.
txflyer77 is offline  
Old Mar 11, 14, 2:45 pm
  #21  
 
Join Date: Nov 2013
Programs: AA, Hhonors, Marriott Rewards
Posts: 6
I called both citi and AA just now. Citi said it's a known problem on AA's side and they don't know when it will be fixed. Very apologetic and very unhelpful. AA said they will fill out a form. If I need to book tix right away, I should hold a reservation and call back. At that time they can conference "resolutions" who will fix it so I can book my tix right away.
slfindfw is offline  
Old Mar 11, 14, 3:00 pm
  #22  
 
Join Date: Feb 2014
Posts: 122
Originally Posted by stupidzbu View Post
i called the number, got transferred to the Aadvantage desk

lady said she would send an internal email to someone that handles relations with CITI

asked for a case #, said they don't exist, that my FF# will help them look for her notes

I feel that this is not what I wanted, correct?
Have you had any success or update with this? 24hrs have passed since I spoke with someone who also sent an internal email but still Citi states the card is not showing Linked to my AA account.
Sup3r52man is offline  
Old Mar 11, 14, 3:04 pm
  #23  
 
Join Date: Mar 2014
Posts: 5
I am having the issue of my AA points not posting from the Citi Executive card. I called the 800 number listed in the sticky but I cannot get a human being on the phone. I opened an AAdvantage account before I applied for this card, and when I say my number, it is not recognized. Any suggestions on what I should do?
TowerOrchard is offline  
Old Mar 11, 14, 6:07 pm
  #24  
 
Join Date: Jan 2014
Posts: 1,269
Originally Posted by knn9413a View Post
Is the problem because of having 2 AA MC's at the same time? If that is the case, I might have shelve my old AA bronze MC.
I don't think so. My wife and I both had AA Bronze MCs. Then in early November, she applied for a biz MC. Met the spend in December, and all her miles posted, including the bonus. I applied in late November, met spend in December and none of my miles have posted yet.

I called AA 3 or 4 weeks ago, and the CSR said she would open a case for me and the issue should be resolved "soon". None of my miles have posted (including spend in Nov, Dec, Jan and Feb).

I'll call again, but it's annoying that AA can only be reached from 10AM time to 6:30 PM Eastern time. I get home after they are closed, and it's not convenient for me to call them from work.
LWT3 is offline  
Old Mar 11, 14, 10:04 pm
  #25  
 
Join Date: Nov 2009
Location: MRY
Posts: 427
Originally Posted by Sup3r52man View Post
Originally Posted by Sup3r52man
From what it seems, if you previously have a Citi AA MasterCard product AA system is having an issue assigning this card as a second MasterCard. As I unravel more I will update.
Having the same issue with the Citi Biz MC. Opened in December, have now had three statements with zero miles reported to AA (including the 50,000 bonus). Called AA today at the number in the wiki and opened a case. Was told to wait 5-7 business days for the miles to post. Will call back end of next week and update thread when the miles post. Interesting thing was the AA (not Citi) rep knew how many other Citi cards I has from her computer.

Side note: Applied for the Citi Executive MC in Feb. That first statement has posted and the miles for the statement have posted (haven't spent the 10K yet to earn the 100,000, but the regular spending miles have posted). So maybe it is the first MC after some sort of reset date at AA. Who knows - it is Citi afterall.
Splittin' Aces is offline  
Old Mar 11, 14, 10:28 pm
  #26  
 
Join Date: Oct 2004
Location: Sacramento CA - SMF
Programs: UA 1K, PC Plat, SPG Gld, HH Gld, MR Gld
Posts: 206
After providing your AA number to the automated system, keep hitting the "0" key until you are transferred to an agent. I had to do that this morning.

Originally Posted by TowerOrchard View Post
I am having the issue of my AA points not posting from the Citi Executive card. I called the 800 number listed in the sticky but I cannot get a human being on the phone. I opened an AAdvantage account before I applied for this card, and when I say my number, it is not recognized. Any suggestions on what I should do?
kwbtraveler is offline  
Old Mar 11, 14, 10:37 pm
  #27  
 
Join Date: Oct 2004
Location: Sacramento CA - SMF
Programs: UA 1K, PC Plat, SPG Gld, HH Gld, MR Gld
Posts: 206
I'm in the exact same situation as you. I have 3 Citi cards (Plat personal and Biz from Dec 13 & Exec from Feb 14). My Biz card is the one not posting and Plat personal no problem. First statement of Exec closes on 13th, so your data point makes me feel a little better since your miles posted to your AA acct.


Originally Posted by Splittin' Aces View Post
Having the same issue with the Citi Biz MC. Opened in December, have now had three statements with zero miles reported to AA (including the 50,000 bonus). Called AA today at the number in the wiki and opened a case. Was told to wait 5-7 business days for the miles to post. Will call back end of next week and update thread when the miles post. Interesting thing was the AA (not Citi) rep knew how many other Citi cards I has from her computer.

Side note: Applied for the Citi Executive MC in Feb. That first statement has posted and the miles for the statement have posted (haven't spent the 10K yet to earn the 100,000, but the regular spending miles have posted). So maybe it is the first MC after some sort of reset date at AA. Who knows - it is Citi afterall.
kwbtraveler is offline  
Old Mar 12, 14, 5:36 am
  #28  
 
Join Date: Dec 2000
Location: NY
Posts: 128
Here are a few data points related to this problem of miles not posting.

1. I have had the Citi AA Visa Platinum card for 11 months. I canceled a Citi AA MC a few months ago that I had for about 8 months. Applied for the Executive card in Jan. First statement closed in Feb and miles reported and posted to my AA account. (no bonus miles as I have not reached min spend yet)

2. Wife has 2 Citi AA Visa Platinum cards. One for 11 months and one for about 6 months. She also canceled her Citi AA MC a few months ago. She applied for the Executive card last month and her statement just closed. No miles reported to AA.

3. Sister applied for her first Citi AA Visa Platinum card in January. She has no other AA cards or Citi cards. Her statement closed in early Feb and no miles reported to AA.
MrBill64 is offline  
Old Mar 12, 14, 8:32 am
  #29  
 
Join Date: Feb 2014
Posts: 122
Another follow up. After you call American and they send the request to have whatever this issue is corrected they are stating it will take 7 days for the issue to be corrected in their system. It has been 3 days and the Agent told me they show it has not be responded to or worked on as of yet for my account. Additionally due to all this back and forth I have requested Citi to post my miles through one of my other Citi cards that is correctly linked to my Aadvantage account. We will see what happens with this request.
Sup3r52man is offline  
Old Mar 12, 14, 11:01 am
  #30  
 
Join Date: Oct 2013
Posts: 36
I called the number listed above yesterday, and my miles showed up in my account today.

Thanks for the help!

(FYI--I have both the business and personal cards...my business card was successfully posting miles, but my personal card was not).
MissDaisyofTexas is offline  

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