Consumer complaint received 2019-05-22
Company: CITIBANK, N.A.
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I received a promotion in the mail from Citi in or around XX/XX/XXXX. The offer states, " you can earn {$400.00} with a {$15000.00} qualifying deposit '' with additional terms including " {$15000.00} must be maintained for 60 consecutive calendar days following the date of the qualifying deposit '' and " The cash bonus will be credited to your new Eligible Checking Account within 90 calendar days from the date you complete all required activities. '' On XX/XX/XXXX, I went to the Citi Bank branch at XXXX XXXX XXXX XXXX, Washington, DC XXXX with the explicit intention to speak with an informed banker and to be made fully-aware of all " required activities '' and/or additional fine print. I spoke with XXXX ( or XXXX ) XXXX after asking to speak with an appropriate person. I opened a regular checking and savings accounts and made a {$15000.00} deposit in the checking account. I directly told XXXX XXXX that I would be following up with him as this was simply my trial of a notorious bank that is often receiving fines for banking violations. This was my test run to see how honest or dishonest was the bank as well as how responsible or irresponsible were the employees. 
On XX/XX/XXXX, I contacted XXXXXXXX XXXX via email and telephone. Over the phone, I inquired about my checking account and specifically the {$400.00} cash bonus. XXXX informed me that process required 90 day and that the credit would appear in my account in the next billing cycle, around the beginning of XXXX. This was initially alarming to me since the promotion said " within 90 days '' and I had directly and explicitly asked XXXX XXXX about the exact timeline before opening the account and depositing the appropriate amount. These were the initial indications of elusive behavior, evading responsibility for inaccurate information, and denial of generating a misunderstanding. Another concern was the necessity to give advance notice to requesting my account be closed. 
On XX/XX/XXXX, I contacted the Citi Bank branch at XXXX XXXX XXXX XXXX, Washington, DC XXXX to arrange my account to be closed. When I ask about my checking account, it was made aware to me that the {$400.00} had not been credited to my account. My intention was to close the account with the assumption that the promotion had been honored. I contact XXXX XXXX at the Citi Bank branch at XXXX XXXX XXXX XXXX, Washington, DC XXXX, yet I once again heard a repeat of elusiveness, evasion of responsibility, and flat denial of any fault. I gave XXXX XXXX another chance to resolve this issue, but was also provided his managers information in the event that this issue is not promptly resolved. XXXX XXXX  claims that he is not the bad apple and not at any fault, which inclines me to believe that this practice of deceptive promotions is systemic. 
I spoke again with XXXX XXXX on XX/XX/XXXX after receiving a voicemail the previous day. XXXX has claimed to have escalated the issue to his manager, but I am suspect since he uses the terms " manager '' and " covering manager '' while avoiding any blame or responsibility for his own actions.

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