Consumer complaint received 2020-05-13
Company: CITIBANK, N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
My name is XXXX XXXX, I am currently a Citi checking ( account # : XXXX ) and saving account holder ( account # : XXXX ), as well as Citi credit card holder for nearly XXXX years. I applied the Citibank Account Package on XX/XX/XXXX, with a promotion to earning up to {$500.00} after meeting certain requirements ( later I was told that the promo code is XXXX ). 

Upon submitting the applications, I received two emails indicating the last four digits of my checking and saving account numbers ( see the following Email 1 ). However, for the next several weeks, I had gotten no communications from Citibank, either in physical mail or email/call to inform my application. I was assuming that due to COVID-19, the marketing team was busy with other essential matters. Therefore, I chose to wait. 

In the middle of XXXX and around XX/XX/XXXX, I couldn't help but tried myself to contact the new account department to check the status. In my thoughts, if the application was declined, I should at least receive a letter explaining it ; if the application was approved, I should see a debit card delivered to my address. However, during both calls, after a 2-hour waiting in the line, I was told that I still needed to wait more time as the application was still under review. I even asked whether I need to provide more supportive documents to facilitate the process. I got the answer " No documents needed '' and a promise " Just to wait '' over the phone. 

On XX/XX/XXXX, I received a reminder email from Citi to state clearly these requirements to earn XXXX dollars ( see the following Email 2 ). At that time, I didn't have any information about my newly opened accounts, except the last XXXX digits account numbers, nor was I able to fund my new accounts or set up a direct deposit. Also, at that time, I assumed the application was not completed yet, and I shouldn't worry too much about the qualifications. 

Time flies. As of the middle of XXXX, I still got no communications from Citi. I redialed the new account department around XX/XX/XXXX, only to be told that my application almost came to an end, and I shall receive a debit card with 7-10 business days. It was until then that I was informed that my account opening day was XX/XX/XXXX, and all promotional qualifications started since XX/XX/XXXX as well. The agent herself thought it made no sense to count days from XX/XX/XXXX and suggested me to further contact after receiving cards and finishing online access setting-up. 

Eleven days later, I received my debit card to set up user-ID and finally got access to my full account number and routing number. Then I called to check with the new account department to get a detailed history of my account approval process. It turned out that not a single supportive document was required during the process, and my account application was not finally approved until XX/XX/XXXX, despite the last four digits account number was given to me on XX/XX/XXXX. In total, it took 57 days to get it processed. However, in the system end, the promotion qualification date still started since XX/XX/XXXX, requiring a new XXXX fund within 30 days and a direct deposit within 60 days. That being said, when I get ready to transfer funds, I am already disqualified. 

I am suggested by a customer service agent to submit this promotional dispute and get me qualified for this bonus, to which I should have been entitled. The delays in getting ready to fund accounts are not my faults nor within my control. I'll appreciate it if a reasonable solution can be offered. Thanks in advance.

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