Consumer complaint received 2023-08-05
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Summary for my experience CitiBank at XXXX : I opened up a checking account on XX/XX/XXXX with Citibank over the phone with an Agent with the understanding that it would earn a $ XXXX bonus if I kept $ XXXX in the account for a certain period of time. I met this requirement, but when the time had lapsed for the bonus to payout, I chatted on XX/XX/XXXX to see what was going on and a case was opened. I then chatted on XX/XX/XXXX I was told that my account had qualified for the bonus payout, but I was missing a XXXX for the bonus payout to proceed. I was told at this time I could fax it and I did so. I then called on XX/XX/XXXX and was told there was no XXXX on record and that I would need to mail it as this was something you could not fax in. I dropped off the completed XXXX in the mail the next day on XX/XX/XXXX. I then followed up today XX/XX/XXXX in a phone call and the XXXX says my account now does not qualify, but they do have the XXXX on file. I complained and explained that in previous chats with Citi agents, they said it had qualified. I am now waiting for a response that they say will take XXXX business days to respond. 

Because of the way I have been treated in regards to not getting the promised bonus, I started doing an internet search to see if others have been treated the same way where the bonus was not paid out. I did find the exact runaround from a post online where Citi did not pay out the bonus. This seems to be methodical process the Citi is using to not pay bonuses. The link is XXXX : XXXX and the specific section in this link that shows the same runaround is : Promotion Scam- I Want My Money Plus Interest Posted by : XXXX | XX/XX/XXXX Timeline with specifics : XX/XX/XXXX : Chatted with Agent about missing $ XXXX bonus and Agent opened up a case below : YOUR CASE ID : case id XXXX Was told the investigation may take up to XXXX business days. Responses will be sent after case completion. 


XX/XX/XXXX : Chat with Phobe- She chats : Our records indicate you have qualified for the above offer. Unfortunately, the above account is not Form W-9 ( or Form W-8 ) tax certified.

Please complete the enclosed Form W-9 ( or Form W-8 ) and mail the finished form to the following address : Citigroup Technology, Inc . 
XXXX XXXX XXXX XXXX XXXXXXXX, SD XXXX Once your account reflects as tax certified, you may contact the Customer Service telephone number listed below, to request a follow up investigation. 

Here is the direct phone number to contact our dedicated team : XXXX. ( for TTY : use XXXX or other XXXX XXXX ). 

Please note, this department is available XXXX hours a day, 7 days a week. 


XX/XX/XXXX : Chat with XXXX I then chat with Tiara to see if I can fax the form : XXXX responds below that I can download the form shown below and then send it to the global fax number. 

https : XXXX Send the completed form to : Citigroup Technology , Inc XXXX 
XXXX XXXX XXXX XXXX XXXX, SD XXXX or XXXX XXXX XXXXXXXX XX/XX/XXXX : I faxed XXXX on XX/XX/XXXX finished at XXXX XX/XX/XXXX : I called Agent. Agent said i still needed to mail XXXX. mailed out what I faxed on XX/XX/XXXX via drop off at post office in the morning. 


XX/XX/XXXX : called to speak with Agent. Agent said the w-9 is now on file but her backend supervisor told her the ach method didn't qualify for the bonus now. I told her that in discussion with previous Agent, and that all I needed to do was provide a w-9 and that my account had already qualified for the bonus. The Agent filed a new dispute with reference # XXXX and advised I may get a response up to XXXX business days.

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