Consumer complaint received 2020-11-09
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I applied for a bank bonus offer over the phone the offer was deposit XXXX within 30 days of opening and leave in the account for 60 days from initial deposit. 
First problem : The rep making the account misspelled my name, once I informed them, they asked for documentation of my real name. I gave it, but because of covid ( understandable ) it took a very long time for them to change the info. 
Once all was done I funded the account confirmed I did everything right and that is was in within 30 days, etc. -now I just could forget about it ... ( Or so I thought lol ) Second problem : I look at my account around 2 weeks later, and it's closed. After calling I was told that they didn't receive the tax documents they needed within a specified timeframe and therefore had to close the account. 
I explained that the name was wrong and that basically just got that squared away etc. 
So the nice Manager reopened the account, ( I have his name and team number but he said he's unable to write a written confirmation, but everything is recorded iirc ) He said, after 60 days from initial deposit I should call ( I have written down to call XX/XX/XXXX ) and they will manually add the funds. ( if I understand correctly since they closed the account, the funds wouldn't be added automatically. ) Again, he assured me that I would get the funds but I would have to call to get the money manually. 

60 days or so later I called, the rep said, he spoke to his 'back office ' and they see the bonus coming automatically. " Please wait 90 days for those funds to be deposited '' I tried explaining that the rep said they wouldn't come but to no avail they assured me that it will come by its self. I also confirmed at that point that there will be no issue with the bonus if I took out the funds. Additionally i Tried calling back ; same assurance and 'guarantees '. 
I took out some funds ( dates below ) And I waited the 90 days .... 
Nothing came. 
Called up again ... 
The rep put in a dispute and said they would call me back. 
I got no call back, and the dispute got updated online saying sorry u didn't meet the requirements. ( Seemed to totally miss the situation ) Called again ( this time got the name and ID ) she confirmed that she sees what's happening and she will make sure I get it-she seemed to feel for me ... ( She also said she'll call back but haven't heard from her either!! ) She mentioned that she knew the person that I spoke with that said I should wait the 90 days and she'll reach out as well. 


Dates are somewhat as follows. ( Don't have it written down exactly but looking at account and some notes I have to work it out. ) Opened account beginning of XXXX Name fixed somewhere around the XXXX of XXXX {$15000.00} deposed on the XXXX of XXXX. 
Account closed the XXXX of XXXX Account opened again and confirmation of bonus done manually XX/XX/XXXX or XXXX. 
Called to get credit ( and denied ) and confirmation that I can take out funds was around the XXXX of XXXX XXXX out some funds XX/XX/XXXX Started despute around the XXXX of XXXX XXXX denied notice XXXX. 
Spoke to rep ( that I have the ID of ) on XX/XX/XXXX Sorry it's so lengthy, I hope you will be able to help. 
I kept the money out of a interest account bc this was better, as well as the amount of time and craziness they put me through is just nuts.

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