Consumer complaint received 2019-03-27
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
My wife and I applied for new checking and savings accounts from Citibank on XX/XX/XXXX. At the time, the bank was running a bonus promotion that promised to pay an account bonus of {$400.00} when the accounts were funded with a total of {$15000.00} within 30 days of opening and an additional {$100.00} bonus when direct deposits were made in 2 consecutive months. 

We funded the account with a {$15000.00} transfer to the new checking account on XX/XX/XXXX and our account was credited the same day. We then began direct depositing my wife 's paychecks to the account on XX/XX/XXXXwhich continued for another 5 semi-monthly pay cycles. We maintained at least a {$15000.00} balance in the account through XX/XX/XXXX, well past the required 60 days to qualify for the bonus. 

Shortly after opening the account, we received a welcome letter and signature card which was to be signed and mailed back to them. My wife and I both signed the signature card and I mailed it back in the provided envelope the day after we received it ( early XX/XX/XXXX ). 

The first indication I had that there was a problem with the account came when I attempted to transfer money from the new checking account to the new savings account at the same bank. When I tried to make a transfer I received a notification that I did not have access to the savings account. I called customer service on XX/XX/XXXX and spoke with " XXXX '' who advised me that there was a flag on my account for their fraud department. I was given a number to call ( XXXX ). I called the number at XXXX XXXX and received an automated message that the department I was trying to reach is only available during regular business hours, but there was no indication given as to what those hours were. I called the number several more times over the course of the day and kept getting the same message. 

Later that day, I called back to the regular customer service line and spoke with " XXXX. '' I explained the situation to him and he advised me that the reason for the fraud hold is that they never received a signature card for my account. I told him that I did, in fact mail them the card but that I would be happy to do another one and mail it certified mail this time if he would just send me another one. He assured me that he would email and physical mail me another signature card. 

As of XX/XX/XXXX, I had not received any communications from Citibank either by physical or email. I checked my email filters and confirmed that no communications were flagged as trash or spam. I called back and spoke with a representative named " XXXX. '' She advised me that they received my original signature card on XX/XX/XXXX but that there was only one signature on it. I requested for them to provide me a scanned copy of that signature card as I made absolutely sure that both my wife and I signed it before mailing. She told me that was impossible and that I would need to complete a new signature card. I told her about my previous conversation with another representative who promised to send another signature card that I never received. She responded by saying that she can not / will not make any guarantees that I will actually receive any communication from them, only that she would enter a request to have one sent. I asked what happens if she does that and I still don't receive the signature card. She told me that I would need to go to a branch location and sort it out in person with a banker. Conveniently enough for them, I live in XXXX XXXX, TX where there are no Citibank branches. The closest branch to me is 2 hours away in XXXX XXXX. I told her that it was not an option to make a 4 hour round trip to get this sorted out and asked what my other options were. She eventually admitted that my only other option would be to close the account and withdraw the money. 

As of XX/XX/XXXX, I still have not received any communications from Citibank. After being given 2 different  explanations about what was wrong with my account, being told by 2 different representatives that I would receive a communication to rectify the situation, and being referred to an 800 number that is never answered, I am left with no alternative but to believe that the " mistake '' regarding my signature card was an intentional act on their part to avoid having to pay me the contractually obligated bonus I am owed. 

This is a case of fraud, plain and simple. This bank is advertising an account signup bonus in order to attract infusions of cash from customers like me, while having no intention of honoring their end of the contract. I have essentially given them an interest-free loan for more than 90 days now and all they have to do to avoid paying the account bonus is to claim that I did not submit the signature card properly and refuse to provide proof to back up the claim.

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