Consumer complaint received 2021-08-12
Company: CITIBANK, N.A.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened Checking & SavingXXXX accounts with Citi using a promotion ( XXXX ) which would qualify me for a {$500.00} bonus after meeting the following terms : Open a new Checking account and Citi Savings account in Citibank Account Package between XX/XX/XXXX and XX/XX/XXXX. 
Within 30 days of the opening of the new eligible checking account, any owner of either eligible account must make a deposit of {$15000.00} or more in New-to-Citibank Funds into the new eligible checking account and/or the new eligible savings account. 
The remaining balance requirement may be deposited into either the eligible Checking Account or eligible Citi Savings Account. 
A minimum balance of {$15000.00} must be maintained for 60 consecutive calendar days following the date when the {$15000.00} deposit was made ( minimum balance ). 

I applied for the account on XX/XX/XXXX. However, due to a glitch on Citi 's end, they delayed processing my application until XX/XX/XXXX. Once my account was opened in XXXX, I called them to ensure that the promotion was still attached to my account even though their glitch prevented my application from being processed on time. They assured me that my account was still eligible for the bonus so I deposited {$15000.00} on XX/XX/XXXX into the account and have held the money there since then ( 6+ months ). 

A few months later, the bonus had not paid out yet. I messaged Citi using their online chat tool to see what was causing the delay. Their representative XXXX assured me that I was still on track to receive the bonus. He said : " Please be informed that you have opened and funded the account on XX/XX/XXXX. You will have to maintain the requirements for 60 days in the account until XX/XX/XXXX and after the completion of the all the required activities, the bonus will be credited within 90 calendar days from the date you complete all required activities. 
You should receive the bonus before the last week of XXXX. This is an automated process and the system will automatically credit the bonus in your account as priority soon. '' In the last week of XXXX, when the bonus still did not pay out, I chatted with another Citi representative. XXXX confirmed that I met the terms and that the " promotion bonus must be credited to your account by XX/XX/XXXX ''. 

However, when XXXX ended, Citi still did not pay out the bonus. I filed a dispute, and they responded saying " Unfortunately, your account does not qualify for this promotion because Checking account was not opened within stated timeframe. '' I reminded them that I applied for the account within the timeframe, and the delay in processing my application was due to their glitch and that THREE TIMES over past few months ( once over the phone, twice on online chat ) they had assured me that my account was still eligible for the bonus. Even with that evidence I provided, they still refused to honor the promotion. 

I am hoping that the CFPB can help me receive this bonus since Citi is not honoring their advertised terms, and their agents have lied to me about the status of the promotion on my account. I would not have kept my money at Citi bank if I knew they would treat consumers this way.

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