Consumer complaint received 2017-10-26
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
When I received an email from Citibank on XXXX informing me that I was eligible for a {$500.00} Checking offer if I complete qualifying activities, I called Citibank immediately to clarify that I was eligible for BOTH the XXXX Thank you points and the Checking {$500.00} offer. The representative researched and ensured me that the offers were unrelated and that I was eligible to receive both, assuming that I met the requirements for both. I specifically signed up for direct deposit on my account only because I received this information from the representative that day. 

I then received an email from Citibank on XXXX that I was ineligible for the {$500.00} because I did not sign up for Direct Deposit, though I did sign up for Direct Deposit and satisfied all of the other requirements of the promotion. 

So I called Citibank on XXXX ( at XXXX XXXX CST ), and the representative indicated that I did not set up Direct Deposit within 30 days and that is why I was not eligible. I indicated that this promotion indicated that I needed to set up direct deposit for 2 consecutive calendar months after opening the new account not within 30 days like she indicated - so asked to be transferred to a supervisor. 

That supervisor, XXXX, indicated that she reviewed my account and she would escalate and that she expected that would receive the {$500.00} once the case was reviewed. She also told me she could not assign me a case number, but that I would hear back from her specifically on XXXX or XXXX. She never called me back on either day. 

Since I never heard back, I called Citibank back again on XXXX. I spoke with XXXX ( Team ID XXXX ) who indicated that he would be putting through an exception for me he was able to find some notes put in by XXXX - and he also agreed that I met all the requirements of the promotion. 

Now today on XXXX I receive an email from Citibank with a different reason as to why I am not eligible for this promotion no longer that I did not set up Direct Deposit as stated in XXXX original email, but now that I received XXXX Thank you points already. As I mentioned, I called Citibank once I received email promotion to confirm that I was eligible for both the points and the {$500.00} award - and in speaking with 4 people at Citibank one of which was a supervisor none of them indicated that I would not be eligible for the promotion because I already received Thank you points. 

I am extremely disappointed that I have spent multiple hours on the phone with Citibank at least 45 minutes per person - trying to get the {$500.00} that I was specifically told I was eligible for originally. 

I am asking Citibank to please reconsider awarding me the {$500.00} since I have satisfied the requirements of the promotion. If I was not eligible, I should have not been sent the email telling me I was, and the representative should have told me I was not eligible when I called originally. Since all of my phone calls are supposedly recorded, I would ask that you please refer to these.

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