Consumer complaint received 2021-12-28
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I am appealing to you about this situation as a consumer with good faith in our banking system. Evidently, CITIbanks practice based on my experience is misleading or even fraudulent. 

I made my deposit at CITIbank XXXX XXXX XXXX in XXXX, CA on XX/XX/XXXX. The person who assisted me : XXXX XXXX, told me that the hold on the minimum deposit was 60 days after XX/XX/XXXX. I was also asked to go to another branch to get my signature notarized. XXXX also told me that after 90 days of keeping the minimum amount in my deposit, I will receive the bonus. Please see attached PROMO material from CITI, and a receipt of my deposit dated XX/XX/XXXX. 

In XXXX, I started checking my account to see if my bonus has been applied. I left a voice mail to XXXX XXXX in XXXX, but I did not receive a call back, so I called XXXX XXXX, the Wealth Relationship Manager and left a message on XX/XX/XXXX. His outgoing message said XXXX be out for 15 days. When XXXX returned, he called me back and said XXXX check into the matter. I received my XXXX statement and still, it did not include the bonus. See attached. 

On XX/XX/XXXX, I called XXXX number and talked to his teammate. I was given a reference number : XXXX, but again, nothing happened. 

On XX/XX/XXXX, I called again, and I spoke with XXXX in their XXXX XXXX office. She said that I will need to sign w-9 form, and that the XXXX will call me within 24 hours. I got a call after XXXX days. 

In the meantime, I filled out and signed the w-9. I asked XXXX if I can email it to him. He said yes, so I did. He told me that he will escalate the matter. Today, XX/XX/XXXX, I still have not seen the bonus that was in the promo ; XXXX months past the stated bonus time. 

I feel that I have no recourse, so I went to write the incident in XXXX in my timeline and on CITIs page. I found out that there are a lot of people who have the same issue with CITI as I do. I also found out that a friend of mine is going through the same thing, after reading his comment on my post. 

This is what I wrote on XXXX and on CITIbanks page on XX/XX/XXXX Is anybody experiencing difficulty with CITIbank other than myself? Last XXXX, I opened an account and deposited with CITIbank at the XXXX XXXX XXXX, after hearing of their promotion. The printed promo says maintain a minimum balance in 60 days and cash bonus will be credited to the account after 90 days. It is now XXXX XXXX months after the bonus should have been given, and they are still kicking my query around. The RELATIONSHIP MANAGER, XXXX XXXX told me he'll ask to accelerate the matter. XXXX, ACCELERATE WHEN YOU'RE LATE? I have done my part of the bargain, CITIBANK have to honor their commitment. I'm starting to think their PROMO IS MISLEADING and FRAUDULENT. On my end, I have followed up several times, with no avail. All they have to do is verify the date of my deposit, verify the amount and the time my account has been with them. WHY pass my inquiry around like a hot potato? I have completely lost my TRUST and RESPECT FOR THIS COMPANY. I'd like to know if anybody out there is experiencing the same fate as I do. 
-- -- -- -- -- -- -- -- - After posting the above, someone from CITI responded with typical this is not the experience we want you to have, or something like that. We messaged back and forth in XXXX private messenger and finally the Assistant Manager from the XXXX XXXX XXXX called me. She said she will check the matter and speak with XXXX. She also informed me that their manager is aware of my issue. That was XX/XX/XXXX. Its now XX/XX/XXXX and I have not heard anything more from them nor seen the bonus credit to my account. 

As Consumer Financial Protection Bureau, I thought you might be interested in this case and hopefully do something about it. If this practice is ignored or tolerated, who knows what they are capable of doing next? This practice is immoral, misleading and fraudulent. I believe in the integrity of our banking system, so when this thing happens its a shock and disdainful. If we can not trust our banks and the institution, it will be a sad state of affairs for our country and economy. I need your help and I hope you can get this case rectified and solved, not just for me, but for the other depositors as well and for the industry. 

Thank you so very much for your kind attention. Im looking forward to hearing from you. 


XXXX XXXX XXXX XXXX Attachment : 3 documents, as stated.

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