Consumer complaint received 2021-04-13
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened my Citi Priority Checking account XX/XX/XXXX after receiving a promotion stating XXXX XXXX XXXX frequent flier miles would be credited to my account if a {$750.00} spend and one qualifying bill payment in two consecutive months were made within the first 60 days of account opening. On XX/XX/XXXX, I called Citi Priority Customer Care with a couple of questions, one of them being the terms of " qualifying bill payments ''. I asked the representative if payment of bills using the debit card was qualifying and he indicated that it was qualifying. In XXXX, I paid my cell phone bill from my Citi account ( for month # 1 ) using the debit card, as the representative indicated I could to qualify. Later the same month, I was discussing the new account with a friend in banking who states that the terms didn't sound right and to call to clarify again. On XX/XX/XXXX, I called Citi Priority Customer Care, who confirmed that debit card bill payments were not qualifying, that I needed to set up Bill Pay via the App or Website. I did so right away, hoping that the check would be written before the end of the short month of XXXX, which would have kept me within my two consecutive month payments ... it was not. The check went out on XX/XX/XXXX. I explained to this representative that I had spoken with a Citi representative on XX/XX/XXXX who gave me the inaccurate information. At that time, I was encouraged to file a promotion dispute, and I did so. I followed up on XX/XX/XXXX by calling Citi Priority Customer Care, to which there was no new information. I received a letter the following week stating that because the promotional period ( 60 days ) had not completed, they were unable to make a determination. I waited until the end of the 60 days, and contacted Citi Priority Customer Care on XX/XX/XXXX. I explained the above information : how I called early in my promotional period to clarify the terms and was provided with inaccurate information which effectively made me ineligible to receive the promotion. Another dispute was initiated at this time. I received a letter XX/XX/XXXX essentially stating I didn't meet the terms of the promotion and therefore was ineligible for the reward. I called Citi Priority Customer Care again on XX/XX/XXXX, spoke with the first representative, explained the situation, and he stated that he would let me speak with a supervisor. I was transferred to a supervisor, who stated that " they are really strict about the terms ''. I stated that I understood this, but I shouldn't be held accountable for inaccurate information provided by their company. He stated that without meeting the terms there was not much that could be done, I could file a complaint or a dispute. I asked him how either would provide me with more information than I have gotten, which is just a letter stating I didn't meet the bill pay requirements. He stated that " it would be reviewed ''. I asked to file a complaint at this time, the representative indicated that " the managers review it and decide what to do ''. I asked for a confirmation to be emailed to me so I can ensure the appropriate information is being conveyed, to which I was told no. I questioned this, saying that the responses I am getting reiterating the terms of the promotion are not what I am disputing. I am disputing that I was rendered ineligible by inaccurate information given to me by an employee of Citi Bank. The representative apologized and said the employee was retrained. I explained that retraining is a start, but that I should still not be held accountable for their error, especially when I made efforts to clarify the areas I questioned so I was clear on the expectation of the promotion. I asked if I could speak with a manager, I was told they are not in right now. I asked if there was a better time for me to call back to speak with one or if a manager could call me back, I was informed that managers do not take calls. I asked when I could expect a response, I was told there is no time frame. I asked when I should follow up, and the representative said, whenever you like.

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