Consumer complaint received 2018-11-13
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
Hello, I applied for the {$400.00} promotion to open the account at Citi Bank with promotion " XXXX '' Within 30 days of opening your account deposit {$15000.00} new-to-Citibank funds into the checking or savings account. A minimum of {$1500.00} must be in the checking account and a minimum of {$100.00} must be in the savings account. 
Maintain a minimum balance of {$15000.00} in your eligible linked checking and savings account for 60 days. 

I have confirmed through their provided chat that I have met the requirements and was promised it would post on XX/XX/XXXX and then when that came and went was promised it was XX/XX/XXXX it would post. We're now at XX/XX/XXXX and still no promotion has been posted to my account. Citi chat below : XXXX : Thank you for your patience XXXX. It appears according to the promotion that after meeting the requirements during the 60 day period, the promotional bonus will take up to 90 additional days to process, during this waiting period and after the 60 day period, you can manage your funds how ever you'd like. 
XXXX, XX/XX/XXXX XX/XX/XXXX XXXX XXXX : In this case your reward shall be ready before : XXXX, XX/XX/XXXX XXXX : I'm sorry, my messages not going through. 
XXXX, XX/XX/XXXX You : before what day? 
XXXX, XX/XX/XXXX XXXX : Got it, before XX/XX/XXXX XXXX, XX/XX/XXXX XXXX : So I reviewed your activity and you met the requirements. and there's an active promo code on your account, so I can assure you that it's processing. 

2nd CHAT WITH CITI REP : Thank you for patiently waiting. I would like to let you know that Citibank has not forgotten what we have promised to you.The promo code that matches your account is XXXX Based on my investigation, your account has been funded last XX/XX/XXXX. Under the Terms and Conditions of the Offer provided when you have signed up, the New-to-Citibank funds/balance must be maintained for 60 days. That's until XX/XX/XXXX As per the T & Cs : If Eligible Customer enrolls and fulfills the required activities, the Cash Bonus will be credited to the Eligible Account within ninety ( 90 ) calendar days from the date when all offer requirements are completed. That's XX/XX/XXXX + 90 days This will mean that the credit will be placed in the account on XX/XX/XXXX.So long as the requirements of the promotion has been fulfilled, provided that you are not an owner of a Citibank checking account within the last 180 calendar days before you opened this account, you will still get the bonus. 

I did see your conversation with XXXX. Most of the info provided was correct except the exact date. It appears that he counted from " account opening date ''. The Promotion is not based on the " account opening date " but the " account funding date '' LATEST CHAT WITH CITI REP : XXXX at XXXX, XX/XX/XXXX : XX/XX/XXXX opened deposit within 30 days XX/XX/XXXX Deposited {$13000.00} XX/XX/XXXX deposited {$1500.00} maintain for 60 days until XX/XX/XXXX / you did that also XXXX at XXXX, XX/XX/XXXX : Bonus to be provided at 90 days from completed date XX/XX/XXXX Frustrating to still be waiting on a promotion that was promised on an agreed upon date and confirmed without it being provided in my account. Please review this and I appreciate what you do.

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