Consumer complaint received 2021-01-05
Company: CITIBANK, N.A.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/XXXX I open a City Priority Account with Citibank under a {$700.00} opening promotion. The promotion is that I will be able to receive a {$700.00} account credit if 1. Open new eligible checking and savings accounts in the Citibank Account Package during the offer period XX/XX/XXXX to XX/XX/XXXX. 
2. Within 30 days of opening your account, deposit {$50000.00} in New-to-Citibank funds between the new checking and savings accounts. 
3. Maintain a minimum balance of {$50000.00} between the checking and savings accounts for 60 consecutive calendar days. 

On XX/XX/XXXX, an initial deposit of {$50.00} was made. 
On XX/XX/XXXX, {$45000.00} was deposited using ACH transfer. 
On XX/XX/XXXX, {$63.00} was deposited using ACH transfer. 
On XX/XX/XXXX, {$470.00} was deposited using a debit card. 
On XX/XX/XXXX, {$2000.00} was deposited using XXXX. 
On XX/XX/XXXX, {$1500.00} was deposited using XXXX. 
In total, {$50000.00} was stored in my Citi Saving account by XX/XX/XXXX. 




On XXXX, XX/XX/XXXX I asked through online chat : " Hi! I just wan na quickly confirm that i'm on my way to my Citi Priority opening bonus! Am I satisfying all the requirements for the bonus? '' A customer service agent replied at XXXX : " I am glad to confirm you met the requirements on XX/XX/XXXX. The Cash Bonus will be credited within 90 calendar days from the date you completed all offer requirements. '' On XXXX, XX/XX/XXXX I asked through online chat : " Hi! I would like to learn about my Citi Priority opening bonus. Am I now satisfying the bonus requirement, and when can I expect the bonus to be posted to my account? '' At XXXX a customer service agent replied : Thank you for patiently waiting. I would like to let you know that we had not forgotten what we have promised to you. 

Based on my investigation, your account has been funded last XX/XX/XXXX. Under the Terms and Conditions of the Offer provided when you have signed up, the " New-to-Citibank '' funds/balance must be maintained for 60 days. That's until Calendar days : XX/XX/XXXX As per T & Cs : If Eligible Customer enrolls and fulfills the required activities, the Cash Bonus will be credited to the Eligible Account within ninety ( 90 ) calendar days from the date when all offer requirements are completed. That's Calendar days : XX/XX/XXXX XXXX + 90 days ). 

This will mean that the credit will be placed in the account on or before Calendar days XX/XX/XXXX, So long as the requirements of the promotion has been fulfilled ; provided that you are not an owner of a Citibank checking account within the last 180 calendar days before you opened this account, you will still get the bonus. 


At XXXX I replied : " Thank you. Does that mean i just need to wait until XX/XX/XXXX? '' to which the agent replied " Yes, the funds will be Bonus swill be deposited to your on account on or before XX/XX/XXXX. '' However, I have not received the bonus as of today. An agent submitted a secure message on my behalf on XX/XX/XXXX, but I received a document denying my eligibility on the promotional credits. 


" Thank you for your inquiry on XX/XX/XXXX, regarding your Money Market account number ending in XXXX. We have completed our research and the results are as follows : The terms and conditions of Promotion XXXX are as follows : Open a new Checking account and Citi Savings account in Citi priority 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 {$50000.00} or morein 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 {$50000.00} must be maintained for 60 consecutive calendar days following the date when the {$50000.00} deposit was made ( minimum balance ). 
Unfortunately, your account does not qualify for this promotion because XXXX XXXX are not considered a qualifying deposit. 
We understand that this is not the resolution you had anticipated ; however, Citibank needs to ensure that all of its customers meet the same terms and conditions to receive the promotion. 
" This is contradictory to all of the information I received before then. Based on my communications with the customer service agent, I should be fully eligible to receive the credits.

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