Consumer complaint received 2018-05-30
Company: CITIBANK, N.A.
State: NJ
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I opened an account 0n XX/XX/XXXX and the banker promised 1 % promotion rate. I deposited {$90000.00}. In XX/XX/XXXX, I found the bank did not give that rate, I went to the branch. The banker and the branch manager checked the account carefully and made notes on their computers and told me clearly that everything was good and I'll get the 1 % rate after 90 days ( from XX/XX/XXXX ). They asked to keep the money there and I did it. 
In XX/XX/XXXX. and XX/XX/XXXX, I emailed the banker and he emailed to me many times that I'll get the bonus after XX/XX/XXXX. But after XX/XX/XXXX, I did not received the bonus. 
I emailed the banker on XX/XX/XXXX. He refused to pay. I emailed him and demanded him to fix it because he caused me heavy loss. I could put money in other bank if they had not asked me to keep money there and waited 90 days. 
But he never replied to me ( see attached emails for details, 6 pages ). 

I then wrote to the branch manager, on XX/XX/XXXX, asking him to correct banker 's wrongdoings ( ( see attached letter, 1 page ). He received the letter but he never gave me an answer. He never replied my calls. He never took any action to correct banker wrongdoings. 

I did exactly what the banker asked me to do. I didn't understand why after holding my money for three months then they refused to pay. They know everything they did and what they told me.They just cheated client. Their actions clearly indicated that they knew they did wrong things and did not want to face facts. But facts matter. 

I then called Citi customer service center ( XXXX ). They told me they didn't understand why the branch cheated me and they left messages asking the branch manager to respond to me. The manger never responded to me. I called the customer service center many times and later they suggested I escalate to the Retail Bank Executive Response Unit, in Texas. 

I then wrote to that Unit on XX/XX/XXXX ( see attached letter for details, 2 pages ) asking them to correct the branch 's wrongdoings. I received their letter on XX/XX/XXXX. 
In the letter, they blamed me ( see attached letter, 1 page ) without facing all facts that banker and branch 's told me clearly and repeatedly that everything was good. Either the branch or the Unit was lying. If something wrong, why didn't the branch tell me at the beginning? Instead, they told me clearly and repeatedly that everything was good. That means nothing wrong. Emails are the facts. 
What did they do? If there was something wrong, that were banker 's and branch 's problems. I did what they told me. The Unit 's answer was baseless. If the Unit has questions, they should blame the branch not the client because the branch represents Citi,  sells Citi products and tells client what to do face to face. Why did citi shift internal blames to client? 

I wrote to Unit again on XX/XX/XXXX ( see attached letter for details, 2 pages ), demanded the answers to my questions because they said if I have additional questions and concerns I should contact them directly. I gave them 3 weeks to investigate the issue again, but no any answer. I called ( XXXX ) many times and left messages, no answer.The Unit did exactly the branch had done to client. By covering up the branch 's wrongdoings, the Unit actually encourages bankers to cheat. 

Here we can see a pattern which clearly showed how they treat clients. 
At the beginning they ask bankers to bait people by making good promises. By the time they should make payments, the banker hides and then the manager hides. Then they switch to other divisions and left clients in the dark. 
When clients contact them, they play their game again. They never want to face the facts because they know what they did and what they are doing. 
When they want clients ' money, they say one thing. By the they need to pay money they owed, they say another thing. The only purpose is to take advantages of clients. 
Emails, letters and other files are evidences. 

Facts matter. I do believe cheating clients is not a legal practice allowed by law. I am asking for your help. Please tell citi read all material carefully and everything should be based on facts. I think they should get to the bottom from XX/XX/XXXX to the present time, every detail matters. Please tell citi answer all my questions and resolve the issue based on facts. 

Thanks you very much for your help.

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