Consumer complaint received 2023-08-20
Company: CITIBANK, N.A.
State: MA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I called Citibank at XXXX on XX/XX/XXXX to open an online checking account with the promise of a cash bonus of {$700.00} with a minimum deposit and minimum balance of {$50000.00} in 90 days. This was based on the online advertisement that we needed to open the account by XX/XX/XXXX and deposit the fund in 20 days after the account was opened and maintain the balance for 60 more days. {$50000.00} was deposited on XX/XX/XXXX and we received a bank statement to confirm the deposit. I called Citibank sometime in XX/XX/XXXX to see if they made a mistake in the account type ( Basic Checking vs. Priority Checking ), I was told I would receive {$700.00} under either type of account if I maintained the balance over {$50000.00} for over 60 days after the fund was deposited, which I did. However, I did not receive the {$700.00} by XX/XX/XXXX. I made an online inquiry on XX/XX/XXXX at XXXX regarding the {$700.00} cash bonus that I had not received. I was told that {$700.00} should be available to me by XX/XX/XXXX ( I have the screenshot of the conversation ). On XX/XX/XXXX, I made another online inquiry at XXXX regarding this cash bonus that I still had not received. I was talking to XXXX, who said that she saw the credit of {$700.00} and did not know why the money was not posted to the account ( saved a screenshot of conversation as well ). The dispute was opened and I was asked to wait about 3-5 business days. On XX/XX/XXXX, I made one more online inquiry at XXXX regarding this cash bonus that I still had not received. I was told that it's still under review. I called Citibank @ XXXX on XX/XX/XXXX at XXXX for XXXX minutes. I was told that I should have received the {$700.00} and the case was still under review. On Monday XX/XX/XXXX, I stopped by a Citibank Branch at XXXX and XXXX XXXX, XXXX, XXXX XXXX  XXXX. I was told that they could not do anything since I opened this checking account online. On a letter dated XX/XX/XXXX from Citibank, it said that the Promotion Code XXXX was not offered in conjunction with my checking account. I was puzzled : I called the phone number on the advertisement and asked the bank representative to open a checking account for me on XX/XX/XXXX so I could receive the {$700.00} bonus. Now, I was told that the account the bank opened for me did not qualify for this promotion. I got punished for an error that was made by a Citibank representative. For months, we were told not to worry and that we would receive the cash bonus after they mix their internal mistake. I have been lied to/misled by Citibank for almost 8 months without paying me a dime for interest. I had to close my account with CitiBank on XX/XX/XXXX after I transferred out all the money. It's a super unpleasant experience being robbed by Citibank - stealing {$700.00} from me, a medical student. I wanted other potential customers to know about my experience with Citibank.

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