Consumer complaint received 2022-11-01
Company: CITIBANK, N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XX/XX/22 I opened a checking account with Citi Bank to take advantage of their promotion, XXXX for {$300.00}, {$700.00}, or {$1500.00}. I also had a family member sign up for another promotion using my referral URL for {$100.00} per person up to {$2000.00}. Over 5 months went by and I didn't receive either bonus. My family member did using the exact same steps. 

XX/XX/22 I contacted Citi via chat. They couldn't find what happened, so they opened a dispute for me ( which I documented ). I was told it would take " up to XXXX business days ''. 

XX/XX/22 I called after XXXX business days on XX/XX/22 to see why I didn't receive a response. I was informed I needed to submit a W-9. I mailed it on XX/XX/22. 

XX/XX/22 I received a letter from Citi about the dispute reminding me I hadn't sent my W-9 to them and they couldn't proceed with the dispute. 

XX/XX/22 I contacted Citi to confirm my W-9 was received. I was told it was " received on XX/XX/XXXX ''. I also found out Citi hadn't added the {$100.00} promotion to the previous dispute. So, they told me they opened another dispute for me on XX/XX/22 and told me it would be XXXX business days. 

XX/XX/22 I called Citi to check in on the new dispute as well as the previous. I was told that the XXXX dispute had closed due to a " lack of information ''. I opened a XXXX dispute to again try to receive the XXXX bonus ( XXXX dispute in total ). 

XX/XX/22 There was a letter dated XX/XX/22 by Citi saying that Citi tried to resolve my dispute submitted on XX/XX/22 but " we do not have enough information to complete our research ''. I have no record of this dispute and didn't even know it was opened as the dispute number doesn't match the number I have from XX/XX/22. I called Citi to inquire about the letter and XXXX open disputes. They told me it hadn't been XXXX business days and to call back tomorrow. 

XX/XX/22 I followed up with Citi again and was told there were no updates for either dispute. 

XX/XX/22 I contacted Citi via chat to check in for an update. I was told there were no updates and was given a phone number to call for updates. 

XX/XX/22 I called the number previously provided and spoke to an agent. They told me that the XXXX dispute had been resolved and the XXXX bonus would post to my account. There was no update on the {$100.00} referral bonus. Later that day, the XXXX bonus showed as pending to my account. 

XX/XX/22 I contacted Citi via chat to find out about the {$100.00} referral bonus offer. I was told there were no updates, please wait XXXX more days. I told the agent that I had been more than gracious and that I would need to submit a complaint to the CFPB unless a XXXX could resolve this. They opened a complaint internally. Since it has been well over the XXXX business days from when I contacted them on XX/XX/22, I filed this complaint.

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