Consumer complaint received 2021-03-10
Company: CITIBANK, N.A.
State: MN
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 an account with Citi Bank when looking for a new bank to do business with. They offered a {$400.00} bonus for depositing {$15000.00} or more and letting it season for 90 days. 

I deposited {$15000.00} and set up direct deposit into the account. In XXXX I had reached out, and the representative had checked my account and told me that I would be receiving the bonus at the end of the month. 

I reached out to their customer support the beginning of XXXX. Their chat support said I was eligible and that I will be receiving the new account bonus within the end of the week. 

I asked if this deposit was not credited, how would I proceed. They gave me a number to call. 

This bonus was NOT deposited. And now calling the number provided, they're saying that I am not eligible. 

Instead of communicating with me, they would put me on hold for 5-10 minutes at a time only to return and ask if there " were any other banking needs that they could be assistance. '' " Hello XXXX. 

Greetings for the day! 

Kindly be informed that your cash bonus will be credited into your open, eligible account within 90 calendar days after you complete the required activities. 

The required activities to be eligible for the offer are : you need to make the required deposit amount within 30 days of opening the account and maintain the minimum required deposit between the checking and savings accounts for 60 consecutive calendar days. 
XXXX at XXXX, XX/XX/XXXX : Will this be automatically deposited at that time or would I need to submit a form? 
You at XXXX, XX/XX/XXXX : It will be automatically be credited on your account and you need not to submit any form XXXX XXXX at XXXX, XX/XX/XXXX : Okay thankyou You at XXXX, XX/XX/XXXX : You are most welcome. 

Please let me know if there is anything else that I can help you with today. 
XXXX at XXXX, XX/XX/XXXX : Conversation closed by you at XXXX, XX/XX/XXXX : Before you go, please take our 3-question survey. Your feedback helps us serve you better. 

1. Based on your experience with Live Chat, how likely are you to recommend Citi to a friend or colleague?

Choose a number from 0 ( not at all likely ) to 10 ( extremely likely ). 
Citi Bot at XXXX, XX/XX/XXXX : Hello You at XXXX, XX/XX/XXXX : You're now connected to : Citi Bot. 
Info at XXXX, XX/XX/XXXX : Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. 

Hello there, XXXX. 
Citi Bot at XXXX, XX/XX/XXXX : What day will my new account bonus be credited to my account? 
You at XXXX, XX/XX/XXXX : Sure thing. You can apply for an account on our website, which I can take you to now. 
Citi Bot Apply for Account Citi Bot at XXXX, XX/XX/XXXX : speak to rep You at XXXX, XX/XX/XXXX : Sure, Ill connect you to the next available representative. 
Citi Bot at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
Info at XXXX, XX/XX/XXXX : How many days ago did I open this bank account? 
You at XXXX, XX/XX/XXXX : Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 
Info at XXXX, XX/XX/XXXX : You're now connected to : XXXX. 
Info at XXXX, XX/XX/XXXX : Hello XXXX.Good day! We appreciate the opportunity to serve you. Hope you are doing safe out there! 

I am worried are we connected? 
XXXX at XXXX, XX/XX/XXXX : Thank you for messaging us, understand you are unable to interact with us currently. Your conversation will be saved for you and our team, so we can pick up where we left off with you. We are available 24/7 at your service. Thank you for being the best part of Citi! 
XXXX at XXXX, XX/XX/XXXX : Conversation closed by the agent at XXXX, XX/XX/XXXX : Before you go, please take our 3-question survey. Your feedback helps us serve you better.

1. Based on your experience with Live Chat, how likely are you to recommend Citi to a friend or colleague?

Choose a number from 0 ( not at all likely ) to 10 ( extremely likely ).

Citi Bot at XXXX, XX/XX/XXXX : The survey has expired. Thank you for your time. 
Citi Bot at XXXX, XX/XX/XXXX : hi You at XXXX, XX/XX/XXXX : You're now connected to : Citi Bot. 
Info at XXXX, XX/XX/XXXX : Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. 

Hello there, XXXX. 
Citi Bot at XXXX, XX/XX/XXXX : why has my new account opening bonus not been credited yet? 
You at XXXX, XX/XX/XXXX : It usually takes 5-7 business days from the date the credit is issued for a credit to post. Depending on how quickly the merchant 's bank processes the credit, it may take up to 30 days. 

You can choose to get an email or text notification when it posts. Just go to Profile, select Account Alerts and turn on Merchant Credit Posted. 
Citi Bot at XXXX, XX/XX/XXXX : Speak to rep You at XXXX, XX/XX/XXXX : Sure, Ill connect you to the next available representative. 
Citi Bot at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
You're now connected to : XXXX. 
Info at XXXX, XX/XX/XXXX : Hello XXXX! Welcome to Citi Live Chat. 
We appreciate the opportunity to serve you. 
I hope you are safe and sound. 
XXXX  at XXXX, XX/XX/XXXX : why has my new account opening bonus not been credited yet? 
You at XXXX, XX/XX/XXXX : Could you please tell me the name of the bonus that you are referring to? 
XXXX at XXXX, XX/XX/XXXX : I put $ XXXX in the accoutn and I'm supposed to receive a {$400.00} bonus after 90 days You at XXXX, XX/XX/XXXX : I got it. 

Let me review your account for this. 
XXXX at XXXX, XX/XX/XXXX : ok You at XXXX, XX/XX/XXXX : As I can see, you maintained the account with the minimum balance. 

You are eligible for the bonus. 

You will be receiving it till the end of the XXXX week of XXXX. 

I request you to wait till this time for the bonus to be credited. 

Also, in case you want more details for the bonus, I will be providing you the contact number of your specialist team. 

Please contact our Promotions Services at XXXX, Available Monday- Friday XXXX to XXXX, CT. TDD/TYY service is also available at XXXX XXXX. 

I hope all of this information serves your purpose? 

. 
XXXX  at XXXX, XX/XX/XXXX : ok so it will be credited by XX/XX/XXXX? 
You at XXXX, XX/XX/XXXX : Kindly wait till the end of XXXX week of XXXX month that is XXXX 7 days of the month. 

It will be done. 
XXXX  at XXXX, XX/XX/XXXX : And if it hasn't yet? 
You at XXXX, XX/XX/XXXX : In any case if it happens, kindly contact our specialist team for this on the number that I have provided. 
XXXX  at XXXX, XX/XX/XXXX : is this chat conversation recorded and logged? 
You at XXXX, XX/XX/XXXX : Yes it is. 
XXXX at XXXX, XX/XX/XXXX : can i get sent a copy of the transcript You at XXXX, XX/XX/XXXX : All the conversations are saved. 

You will be able to save the chat once the chat is closed XXXX  at XXXX, XX/XX/XXXX : ok thankyo You at XXXX, XX/XX/XXXX : Conversation closed by you at XXXX, XX/XX/XXXX : Before you go, please take our XXXX survey. Your feedback helps us serve you better. 
Citi Bot at XXXX, XX/XX/XXXX : speak to rep You at XXXX, XX/XX/XXXX : You're now connected to : Citi Bot. 
Info at XXXX, XX/XX/XXXX : Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored.

Sure, Ill connect you to the next available representative.

Citi Bot at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
You're now connected to : XXXX. 
Info at XXXX, XX/XX/XXXX : Welcome to Citi live chat. We appreciate the opportunity to serve you. 

Good evening, XXXX! I hope you are safe and doing well. 
XXXX at XXXX, XX/XX/XXXX : hi My bonus has not been deposited yt why has my new account opening bonus not been credited yet? 
You at XXXX, XX/XX/XXXX : Could you please tell me the name of the bonus that you are referring to? 
XXXX at XXXX, XX/XX/XXXX : I put $ XXXX in the accoutn and I'm supposed to receive a {$400.00} bonus after 90 days You at XXXX, XX/XX/XXXX : I got it. 

Let me review your account for this. 
XXXX at XXXX, XX/XX/XXXX : ok You at XXXX, XX/XX/XXXX : As I can see, you maintained the account with the minimum balance. 

You are eligible for the bonus. 

You will be receiving it till the end of the XXXX week of XXXX. 

I request you to wait till this time for the bonus to be credited. 

Also, in case you want more details for the bonus, I will be providing you the contact number of your specialist team. 

Please contact our Promotions Services at XXXX, Available XXXX XXXX XXXX to XXXX, CT. TDD/TYY service is also available at XXXX XXXX. 

I hope all of this information serves your purpose? 

. 
Pal at XXXX, XX/XX/XXXX : ok so it will be credited by XX/XX/XXXX? 
You at XXXX, XX/XX/XXXX : Kindly wait till the end of XXXX week of XXXX month that is XXXX 7 days of the month. 

It will be done. 
Pal at XXXX, XX/XX/XXXX : And if it hasn't yet? 
You at XXXX, XX/XX/XXXX : In any case if it happens, kindly contact our XXXX team for this on the number that I have provided. 
Pal at XXXX, XX/XX/XXXX : is this chat conversation recorded and logged? 
You at XXXX, XX/XX/XXXX : XXXX it is. 
You at XXXX, XX/XX/XXXX : XXXX XXXX. I see the status of your bonus credit and it should be added at this time. From my end, I couldn't add the credit right away. I request you to kindly contact our accounts team as soon as possible to find the exact status of the credit and they can place a special request to get it done sooner. 

Please call them at XXXX for further servicing. XXXX XXXX is also available at XXXX. They are available XXXX to assist you with your concern. 

A quick tip for you. Please keep pressing XXXX in the menu to get an agent easily. I have given this quick tip too to make sure you wont wait for longtime in the call. 
XXXX at XXXX, XX/XX/XXXX : Will it be added by end of the day or what time frame am I looking at You at XXXX, XX/XX/XXXX : I apologize, XXXX. From my end, I couldn't confirm the exact time on which it will be added. Since I am not authorized to add the credit from my end, I suggested you to contact the dedicated team who could create a special request and they will be able to verify the turn around time. 
XXXX at XXXX, XX/XX/XXXX : Is this already in proces? 
You at XXXX, XX/XX/XXXX : XXXX XXXX. I see it under " in progress '' status. So, that would be great if you get in touch with our accounts XXXX to get it added sooner. 
XXXX at XXXX, XX/XX/XXXX : Thank you for messaging us, understand you are unable to interact with us currently. Your conversation will be saved for you and our team, so we can pick up where we left off with you. We are available XXXX at your service. Thank you for being the best part of Citi! 
XXXX at XXXX, XX/XX/XXXX : Conversation closed by the agent at XXXX, XX/XX/XXXX : Before you go, please take our XXXX survey. Your feedback helps us serve you better. 

XXXX. Based on your experience with XXXX XXXX, how likely are you to recommend Citi to a friend or colleague? 
Choose a number from XXXX ( not at all likely XXXX to XXXX XXXX extremely likely ). 
Citi XXXX at XXXX, XX/XX/XXXX : The survey has expired. Thank you for your time. 
Citi XXXX at XXXX, XX/XX/XXXX : Welcome to Citi XXXX XXXX. Please type your message at any time. ''

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