Consumer complaint received 2018-07-15
Company: CITIBANK, N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
To whom it may concern : I opened a checking and savings account package with Citibank in XX/XX/XXXX of this year, under a promotion. The promotion offered promised a {$400.00} bonus upon opening this package and depositing {$15000.00} within 30 days of opening the account and maintaining the balance for 60 days. 

I called on XX/XX/XXXX and asked how I could make this required deposit. I was told that an ATM card had been mailed out when I opened my account, and it would arrive shortly, and I could make a deposit at any citi atm once I receive it. While I was on the phone, I inquired about the promotion, and was told that it's linked to my account, and that as long as I made the deposit within the required timeframe, I'd receive the bonus. 

Two weeks later, I still hadn't received the ATM card. I called citi customer service again, and was told that they are unable to send out debit cards within the first thirty days of account opening. When I told the agent about the promotion, I was advised to mail in my deposit. I was concerned that the deposit wouldn't be processed until after the cutoff date for the promotion, and shared this concern with the agent. She responded that as long as the deposit was postmarked by the required date, they'd honor the promotion. Then i told the her that I didn't have the savings account number ( I had the checking account number from the deposit slips they sent me. ) She said I could mail in two checks with the deposit slip for checking, and include a note instructing the teller to deposit one check to checking and one to the corresponding saving account. 

I sent the deposit the same day, with a note to deposit {$15000.00} into checking and {$150.00} into the attached savings account, as instructed by the agent. The deposit wasnt processed until XX/XX/2018, and the full amount was deposited into checking. 

I called again, and they said they would send a debit card, and I should make the deposit to savings within 45 days of account opening and would receive the bonus. ( Also he said there is no such rule about sending debit cards in the first 30 days of opening an account. ) I got the debit card a few days later, but no pin, which I would need to make the deposit. I called again, and they overnighted me a pin number, again confirming that I could still get the bonus. 

On XX/XX/XXXX, I got the pin number. I immediately made the deposit to savings. I chatted with customer service on XX/XX/XXXX, and once again they confirmed I was eligible for the bonus - as long as I maintained the balance for 60 days. 

In XX/XX/XXXX, I got an email from citi that they wouldn't honor the promotion because the deposit wasnt made on time. I chatted with customer service again and was basically told there is nothing she can do ; it's a different department that decides promotions And they dont speak to customers.

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