Consumer complaint received 2019-09-08
Company: CITIBANK, N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On Saturday the XXXX of XXXX, I go into the Citbank branch at XXXX XXXX XXXX XXXX XXXX, NJ XXXX to open a new business account as I had received a special incentive from Citibank to earn XXXX XXXX XXXX XXXX bonus miles when you open a CitiBusiness Streamlined or Flexible Checking account with a minimum opening deposit of {$5000.00} between XX/XX/19 and XX/XX/19 and maintain for 60 consecutive days. When I came into the branch, I met with a Personal Banker named XXXX XXXX XXXX -Personal Banker II ( NMLS ID : XXXX ). He did not introduce him or shook my hand or even asked for my name. When it was my turn to be seated at his desk, he was the only banker working on that Saturday and it was busy. When I began to discuss with Mr. XXXX my intent to open a business account with the basis of the aforementioned promotion that I had received he then began to ask me about the nature of my business, I told him it was a XXXX XXXX XXXX company, and he then began in a condescending way question the legitimacy of my business, even though it was a startup, he rudely told me " we don't do startups without a website and this business is something that we do not do ''. I told him what is wrong with what I am trying to do and I asked to speak to speak to the branch manager. XXXX XXXX, Branch Manager of that branch, came in and only defended him and ensured that we can proceed and if the back office has any questions they will reach out to me. I still, to this day, do not understand what is wrong with what I tried to do. Anyways, the service was nasty, unprofessional, and frankly distasteful. At the end of the process I did not receive ANY proper disclosures from my account opening process ( the account did not open until Thursday -4 business days after going into the branch ). I asked him to please give me some copies of signatory pages ( signature card, and business resolutions document ) which are standard documents I am allowed to have as a customer. This I know from working in the banking field in the past. He and XXXX refused to give it to me. I left the branch and waited until I received information on account on Thursday XX/XX/XXXX. Later on I had called the Citibank banking customer service to ask about confirmation on my promotion and no one was able to see anything on my account with such promotion. I made a formal complaint investigating this matter and they reached out to the branch and they only gave me verbal confirmation of the AAdvantage XXXX mile promotion. I think this is the most lousiest disclosure I have ever seen from any bank. I have many banking relationships with substantial assets and this is a great disgrace to a bank that's been closing branches across the country. I had received in mail after a month a business debit card when he and I both agreed I WILL NOT GET ONE! Fast forward past 60 days and I asked the branch about my miles because it is IMPOSSIBLE to reach that branch by phone at ANY time of the day. Even when I call the business customer service line and they tell me they have an " internal number '' that they are able to reach the branch, I never get through to anyone and I eventually get disconnected. I had emailed both XXXX XXXX XXXX and XXXX XXXX about the details of my promotional bonus of XXXX miles and only to be told that it will be deposited 120-150 days from account opening. I demanded to see proof of these details because I clearly was not informed of this at all, I never received ANY disclosures pertaining to the account opening process at all!. I would have never agreed to such an account if I knew this was the case. The promotional flier that I have has NO MENTION of this whatsoever. When I asked XXXX and XXXX to give me a response, they ignored me. A few days later I email them both again to write a formal complaint and to escalate this to their District and Regional Manager for further investigation, I received NO response. I then went ahead and filed an Executive Office complaint to investigate this matter and their lack of response to a customer of the bank. I want everyone to be aware that XXXX XXXX XXXX Personal Banker II and XXXX XXXX Branch Manager of Citibank in XXXX, NJ are running their branch OUT OF COMPLIANCE and DISREGARD to customer request for escalation and investigation. They have not responded to me as of this date, it has been 2 weeks, and I will proceed with further legal action against Citibank for their lack of awareness, action, and insight on these 2 unprofessional individuals who failed to conduct their customer diligence.

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 non-monetary relief