Consumer complaint received 2023-06-29
Company: CITIBANK, N.A.
State: NJ
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
Over the past month I have received 3 promotional offers via email from CitiBank. Each offer appears to be offered to me because I already have a Citibank credit card, since each offer starts with something like valued Citi Custom Cash Card cardmembers like you deserve the great benefits I have already opened a XXXX Invest account and a Checking Account promotional offer and confirmed with Citibank I am enrolled in both promotional bonus offers. 

On XX/XX/23 I received a promotional offer to open a Citibank Saving account and receive a bonus if the terms were met. I read through the terms both within the email and on the accompanying website. I could find nothing in either excluding me from participating in both the Checking and Saving account promotion at the same time. 

XX/XX/23 XXXX ( XXXX ) ( 20 mins ) I called Citibank customer service which reviewed and confirmed according to the terms and conditions of both the Checking and Citi Savings I am eligible for both offers at the same time. 

On XX/XX/23 I opened the checking account and the XXXX  invest account on XX/XX/23. 

On XX/XX/23 XXXX ( XXXX ) ( 13 mins ) I called to open the savings account over the phone as I noticed the online application wanted me to create separate online login information. The representative told me opening it over the phone would allow me to have the savings account linked to my other accounts. I gave her the promotional offer code and she looked it up without issue. She asked for my checking account number which I provided, she stated the system shows I opened the checking account on XX/XX/23 because I opened it on a weekend. There was no discussion of any issues using the code to open the savings account. As I talked with her I decided to wait a day to open the savings account. 

On XX/XX/23 XXXX ( XXXX ) ( 29 mins ) I called back to open the savings account. I provided the promo code and after reviewing the terms the representative told me I wasnt eligible because the terms state the promotion excluded customers with a deposit account and the checking account I just opened is considered a deposit account. I stated I did not find the words deposit account anywhere in terms within the email or webpage I received. I then asked to speak with a supervisor. The supervisor then went through the terms of the promo offer and could not find anything excluding me or mentioned anything about a deposit account. She especially reviewed the section about multiple offers but concluded that only applied to multiple savings account offers. I asked her directly So, does this mean I can apply for this offer? She asked, yes she could not find anything that would prevent me. I then asked to open it. She transferred me to another representative to do that. This rep then told me this offer was only available to be opened online or in a branch. I told her the email specifically states, You can also visit your local branch or call XXXX, ext. XXXX and mention offer code XXXX. Her only response was 'I can only open a savings account without the promotion attached '. I then ended the call to open it online. I got an error message preventing me from continuing with the application online. 

At XXXX XX/XX/23 ( 13 mins ) I called back and after providing the code was again told my deposit account account excluded me. After arguing back and forth I asked for a supervisor and was told As personal bankers, we dont have supervisors. I told her I was just speaking with a supervisor after disagreeing with another personal banker. She then agreed to transfer me to customer service supervisor. The call got disconnected. 

At XXXX XX/XX/23 ( 24 mins ) I called back and briefly described the situation and asked for a supervisor. The supervisor agreed with the personal bankers stating that having a 'deposit account ' ( checking account ) excludes me from the promo. When I stated the terms in the email and on the website for the Bonus promotion do not have 'Deposit Account ' wording at all she made me wait on hold again and then returned to say I must have received the email in error and there was nothing she could do unless I closed my checking account. 

I have thoroughly reviewed both the savings account promotional email and website terms and conditions multiple times over the past month and can find no mention of deposit account or anything specifically stating having a Citibank checking account excludes me from this offer. 

I have used promotional offers in the past and I know how important it is to carefully read and follow the terms of the offer to acquire any promotional bonus. I have never encountered a situation like this where a bank provides one set of terms and conditions to its customers and then a separate set of terms and conditions to its bankers who are supposed to be assisting those customers. This makes the bank seem untrustworthy and makes it difficult for customers to interact with the bank or for the bankers to accurately advise their customers.

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