Consumer complaint received 2018-10-14
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 enrolled in a Checking/Savings account opening offer with terms as below with Citibank. 
- Open new Checking and Savings account in Citibank Account package - Within 30 days deposit {$15000.00} into the checking and savings account - Maintain the balance of XXXX for 60 days - The Bank will deposit a bonus of {$400.00} within 90 days of completing all above steps. 

I opened the 2 accounts online on XX/XX/2018 and submitted for opening-deposit to be transferred from my external account for the amount of {$15000.00}. 

However Citibank failed to transfer the opening deposit even after 15 days. So I enquired about it and was told that there was some error in their system and I need to do it myself. 

So I did the below deposits as soon as I received new account documents : XX/XX/2018 - XXXX to Checking account in person at branch XX/XX/2018 - XXXX to Savings account in person at branch XX/XX/2018 - XXXX to Checking account via direct deposit In total within the 30 days of opening the account, I had {$15000.00} balance in both the accounts spread as below : Checking account - {$14000.00} Savings account - {$100.00} I maintained this balance until XX/XX/2018 ( > 60 days ). 

I did not receive the promised bonus until the end of XXXX. When I enquired with online chat representative on XX/XX/2018, the representative confirmed that I have met the requirements of promotion on XX/XX/2018 and would receive the bonus by XX/XX/2018. 

However on XX/XX/2018 I received an email that I am not eligible for the bonus because " The required deposit balances were not maintained during the offer period ''. I called the customer service and talked to an agent about it. The agent went through all the details and again said that it appears that I've met all the requirements and should receive the bonus. She opened a case fo me. 

The case was closed by Citibank after a few days stating the same reason without any more details. 

One anomaly that had happened was that on XX/XX/2018, a Monthly service fee of {$25.00} was posted to my Savings account. However, according to the terms of the account if XXXX or more is maintained in linked checking accounts the service fee is waived. I called up the customer service about this and they acknowledged that there was an error in their system and reverted the incorrect service fee withdrawal by crediting {$25.00} back to my account on XX/XX/2018. 

Due to the above mistake on the banks end the balance on my account went below {$15000.00} that is needed for the bonus offer. 

Since the above is an error on the bank 's end and not a fault of mine I strongly urge the bank to honor the Bonus offer that was extended to me and deposit the Bonus offer to my account at the earliest. I have followed all the steps to receive the bonus and completed all the activities as I've outlined above.

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