Consumer complaint received 2018-12-13
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I opened a Citibank Checking Account Package on XX/XX/2018, I fulfilled all requirements to receive the {$300.00} bonus, and Citi now refuses to credit my account with the bonus even though multiple customer service representatives have confirmed I had fulfilled all requirements.

The requirements were : debit purchases of {$370.00} qualifying bill payment ( 1 or more for 2 consecutive calendar months ) The photo is attached of the promotion sent to my mailing address.

Please reference the following Citi website online " chat '' with Citi representative XXXX   from XX/XX/2018 that confirms I met all requirements for the bonus : XXXX at XXXX, XX/XX/XXXX : Welcome to Citi Live Chat. We appreciate the opportunity to serve you.

How may I help you?

You at XXXX, XX/XX/XXXX : Hi, {$300.00} citibank checking account bonus. Could you check to make sure I've met the requirements?

XXXX at XXXX, XX/XX/XXXX : Will do! Please allow me a few minutes as I check your account.

XXXX at XXXX, XX/XX/XXXX : I apologize for the delay ; I'm still checking that for you. Do you mind waiting for another moment?

You at XXXX, XX/XX/XXXX : ok XXXX   at XXXX, XX/XX/XXXX : Thank you for your patience!

XXXX at XXXX, XX/XX/XXXX : When ever you are no longer eligible or miss a requirement, your account gets a flag that can no longer be removed.

XXXX at XXXX, XX/XX/XXXX : In your case, there isn't any XXXX at XXXX, XX/XX/XXXX : so you're meeting all requirements up to date.

XXXX at XXXX, XX/XX/XXXX : Keep in mind when the requirements of the promotion are complete XXXX at XXXX, XX/XX/XXXX : it will take 90 days to process reward.

You at XXXX, XX/XX/XXXX : Does it show in your system that I've spent {$370.00} of qualifying debit purchases?

You at XXXX, XX/XX/XXXX : Does it show in your system that I've had a 1 or more qualifying bill payments for 2 consecutive calendar months?

XXXX at XXXX, XX/XX/XXXX : I'm checking for you.

You at XXXX, XX/XX/XXXX : Thank you XXXX at XXXX, XX/XX/XXXX : I apologize for the delay ; I'm still checking that for you.

You at XXXX, XX/XX/XXXX : ok XXXX at XXXX, XX/XX/XXXX : Thank you for your patience XXXX at XXXX, XX/XX/XXXX : 375.00+ debit purchases was met XXXX at XXXX, XX/XX/XXXX : I also see 2 bill payments : one on XX/XX/18 and one on XX/XX/2018 XXXX at XXXX, XX/XX/XXXX : So as mentioned, it's all meeting the requirements.

Over {$10000.00} was tied up in the checking account until XX/XX/2018 until XXXX XXXX, an in-branch Citi manager who agrees I should receive the {$300.00} bonus, told me I could remove the {$10000.00} as he filed investigations. The following 2 Citi " investigations '' said I didn't fulfill the debit purchases. This is wrong, and my account should be credited with {$300.00} asap. Please remedy and thank you.

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 monetary relief