Consumer complaint received 2020-07-06
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I received an " Exclusive Offer For Citi Cardmembers ''. Per the terms of the offer, if I opened a Citibank Account Package and maintained a combined {$15000.00} minimum balance for 60 days, Citibank would deposit {$500.00} into my checking account. I had to apply by XX/XX/2020. 

On XX/XX/2020, I met with XXXX XXXX, personal banker at Citibank 's XXXX XXXX, IL office. 
I provided him with a copy of the offer and opened a Citibank Account Package, consisting of a {$1000.00} deposit into an Eligible Checking Account an a {$15000.00} deposit into an Eligible Savings Account. Both payments were made via XXXX XXXX  personal checks and cleared that same day. I was given a temporary debit card. 

The documents that Mr. XXXX provided did not contain any information regarding the offer terms. I asked for written confirmation of the terms and that the accounts I opened were eligible. Mr. XXXX and his manager, XXXX XXXX told me they could not provide any written confirmation. 

I called the Citibank customer service department several times to confirm the terms of the accounts. I provided all of the security information that they requested, but was told that my accounts were under investigation and that they couldn't give me any information. I have ID alert, so I know Citibank made a financial inquiry & that there were no issues. 

On XX/XX/2020, I met with XXXX XXXX at the Citibank branch located at XXXX XXXX XXXX in XXXX, IL. She did provide me with a copy of Citibank 's Terms & Conditions regarding " Cash Tiered Bonus '', ( Targeted Only ). She told me that she had e-mailed XXXX XXXX, another XXXX XXXX manager. It was my understanding that XXXX XXXX would provide written documentation that my accounts qualified for the offer. Ms. XXXX would not provide me with a copy of the e-mail. For security reasons, I had Ms. XXXX unlink my savings account from my debit card. 

I received a Citibank Alert advising me that my permanent debit card had shipped on XX/XX/2020. 

On XX/XX/2020, I received a Citibank Alert that the debit card had been activated. I had not received it and immediately called XXXX. I explained that I had not received the card & needed it cancelled immediately. Customer service advised me that they couldn't do anything since my accounts were under investigation. I ultimately was able to report the card as lost/stolen online. 

On XX/XX/2020, due to security concerns and the fact that Citibank still had not confirmed that the accounts I opened were eligible for the offer, I closed both accounts. I never received a response from XXXX XXXX. 

All three Citibank representatives, XXXX XXXX, XXXX XXXX XXXX XXXX and XXXX XXXX stated that the offer was generated by Citibank 's Credit Card Division and that if I didn't receive the bonus after the required wait time, I would have to take it up with the Credit Department . This makes absolutely no sense to me. They are all part of the same company. I'm required to open Citibank checking/savings accounts totaling {$15000.00} in order to get a {$500.00} bonus which will subsequently be deposited into the checking account. There has to be some kind of designation on the accounts for this to occur. 

Also, on XX/XX/2020, I received the debit card that had been activated on XX/XX/2020. The envelope was stained and had been opened. Clearly, someone other than me had access to this card.

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 explanation