Consumer complaint received 2022-04-22
Company: CITIBANK, N.A.
State: CA
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 a Citibank checking account on XX/XX/XXXX, which promised {$400.00} upon meeting certain requirements. I have met those requirements, yet Citi continues to deny the bonus. 

Under the terms of the promotion XXXX for which I applied, one had to : Open a new Checking account in Basic Account Package between XX/XX/XXXX and XX/XX/XXXX. 
Within 20 days of the opening of the new eligible checking account, any owner of either eligible account must make a deposit of {$15000.00} or more in New-to-Citibank Funds into the new eligible checking account. 
A minimum balance of {$15000.00} must be maintained for 60 consecutive calendar days following the date when the {$15000.00} deposit was made ( minimum balance ). 
Only targeted Primary Cardholder is eligible to receive this offer and must be enrolled to receive incentive. 

Here 's why I have met the requirements : I opened my new Citibank Checking Account on XXXX XXXX. 
On XX/XX/XXXX, I moved {$15000.00} New-to-Citibank funds into my new Citibank Checking Account.. 
I maintained a balance of over {$15000.00} for over 60 days.. 
. My account balance fell below the {$15000.00} threshold 64 days after I deposited the {$15000.00} ( on XX/XX/XXXX ). 

As seen by the sequence of events and the requirements associated with the promotion, I have qualified for the promotion. 

On XX/XX/XXXX, a Citibank customer service representative confirmed that I had met the requirements of the promotion, and that I would receive the promotion bonus on XX/XX/XXXX. I have attached two screenshots of that confirmation by the Citibank agent. 

Given that I did not receive the bonus by the XX/XX/XXXX confirmed date, I opened three research cases, all of which denied the bonus. They were as follows : XXXX ( Denied Reason : Unfortunately, we are not aware of any promotions offered in conjunction with the opening of your account. However, if you have a copy of the promotional documentation or letter you received, we may be able to assist you. If you have a copy of the promotional documentation, please fax the copies to XXXX. ). 
XXXX ( Denied Reason : Unfortunately, your account does not qualify for this promotion because funds were not maintained between day 20 and day 80 ). 
XXXX ( Denied Reason : Unfortunately, your account does not qualify for this promotion because funds were not maintained between day 20 and day 80 ). 

There was no mention of maintaining funds between Day 20 and Day 80 in the public language of the promotion terms that they openly advertise to the public. If they've buried something in the legal language that they associate with the promotion terms, I am not aware and I would find that deceitful. If they've indeed buried this important detail, I'd say it's an important detail to leave out ( or hide ) and it's contrary to the offer terms that they advertise publicly on the offer page, which states : Within 20 days of the opening of the new eligible checking account, any owner of either eligible account must make a deposit of {$15000.00} or more in New-to-Citibank Funds into the new eligible checking account. ( I DID THIS ) A minimum balance of {$15000.00} must be maintained for 60 consecutive calendar days following the date when the {$15000.00} deposit was made ( minimum balance ). ( I DID THIS ) The important detail above is " KEEP XXXX in the ACCOUNT FOLLOWING THE DATE WHEN THE XXXX DEPOSIT WAS MADE '' This is exactly what I did. Again, if they're wanting the XXXX to be in the account between day 20 and day 80, and they've indeed buried this important detail in the legal section of the offer, I'd say it's an important detail to hide and MOST IMPORTANTLY, this 'REQUIREMENT ' is contrary to the offer terms that are advertised on the offer main page, that states to KEEP XXXX in the ACCOUNT FOLLOWING THE DATE WHEN THE XXXX DEPOSIT WAS MADE. 

I have tried in good faith to become a Citibank checking customer ; I have given them my money ( XXXX of it ) for them to use for 60 days, and have met the terms of the publicly advertised promotion. I also had confirmation from their agent that I qualified. To deny this bonus is deceitful and wrong, and I will close my account ( and my family 's accounts ) never to do business with Citibank again. If they intend to have additional IMPORTANT language associated with their promotions, they should publish them front and center for the customers to see so that any ambiguity is minimized or eliminated. 

I welcome a phone call from Citibank to discuss this further or if I can supply additional documentation.

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