Consumer complaint received 2021-01-25
Company: CITIBANK, N.A.
State: ME
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I opened a Citibank Priority checking and savings account through a promotional e-mail sent to me by Citibank ( I was a Citi Double Cash credit card holder and have had a few different Citibank credit cards over the years ). The promotion was that I would receive a {$700.00} bonus once I funded my account with a minimum amount specified in the e-mail ( I funded the account XX/XX/XXXX ) and kept that minimum amount in the account for 60 days and then waited up to 90 days after that for the bonus. Opening the account was not made easy due to the lack of customer service provided by the Citibank telephone reps ( I opened the account through the promotional link and then called to fund it over the telephone ). Because Citibank is a large company and the hassle I went through opening/funding my account I called in mid XXXX ( just before the 60 days ) to make sure the promotion was on my account ( the rep confirmed it was ) and to see what day I could move the funds to a high yield savings account ( at Citibank as well ). I was told XX/XX/XXXX was the day I could move the funds and I called on that date to again verify the promotion showed on the account ( the rep confirmed it did ). I decided just to be safe to wait until early XXXX. That day I called to make sure for the third time the promotion showed on the account. This time the Rep advised that the promotion showed in one of their systems but not the second for some reason. The rep transfered me to a Supervisor who told me they would add the promotion code to the second system and that I would receive my {$700.00} promotional bonus no later than XX/XX/XXXX but potentially sooner ( after confirming I had met the dollar amount and 60 day requirements ). Since this whole thing had already been a hassle I called on XX/XX/XXXX to make sure I would receive the {$700.00} the following day. The rep advised that the promotion code was still only showing in one system. The rep advised she would open a promotion dispute once confirming I had met the dollar amount and 60 day requirements and that I would see the {$700.00} no later than XX/XX/XXXX. I was also told a Supervisor would call me. I called on XX/XX/XXXX because I didn't receive a call from a Supervisor and was told they would expedite my dispute and again said I would definitely receive the {$700.00} on XX/XX/XXXX. I did not receive the {$700.00} on XX/XX/XXXX and it was not showing as pending/scheduled. I called on XX/XX/XXXX and was told they were still 'investigating ' the dispute from XX/XX/XXXX and that the person I talked with on XX/XX/XXXX opened a second dispute instead of expediting the first. I asked for a Supervisor and was rudely told that I would get the same information from a Supervisor as I just received and to just wait and be patient and I would receive the {$700.00}.

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