Consumer complaint received 2021-03-01
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
XXXX - I applied online for a new checking account. There was a non-targeted, public promotion on the Citi webpage for a tiered bonus. {$200.00} bonus if {$5000.00} was deposited in Basic Banking Checking and maintained for 60 days. Bonus would be posted 90 days after terms were met. 
XXXX - Citi opened new checking account XXXX - I deposited {$5000.00} into Citi Checking XXXX - 60 days of balance over {$5000.00} was met XXXX - 90 days after term was met XXXX - I contacted Citi via Messaging on Citi app and was told I met the conditions and would see the bonus post in 5-7 business days XXXX - Citi sent a notice XXXX that they did not find any promotion tied to my account : Unfortunately, we are not aware of any promotions offered in conjunction with the opening of your account. However, if you have a copy of the promotional documentation or letter you received, we may be able to assist you. 
XXXX - I contacted Citi via Customer Service phone # and explained that I clicked through the " Apply Now '' promotional landing page and was never provided nor had to enter any promo code in the account application process. The Rep said she would add a provisional credit and attach a placeholder promo code she found on her end to the inquiry for a second request for bonus. I did not provide any promo code information as it was not provided nor necessary to open the account. 
XXXX - provisional $ credit was added by Citi to checking account XXXX - Citi sent a notice XXXX that my account was not linked to the promo code their Rep added to the inquiry. 
XXXX - Citi debited back the {$200.00} XXXX - I called Citi again and asked for escalation to my issue, re-explaining that I clicked on a link from their main home page for the bonus and have no code to provide them. No bonus has been added to my account since then. 

______After some research online I see that other customers were experiencing the same issues - being denied a bonus that they met the terms for only to be told by Citi that they now need to provide a promo code months after the customer fulfilled their end and/or that only targeted bonuses were available at that time, neither of which is true. 

______Citi currently has a generic public link on their banking home page as they always do. The {$200.00} bonus promotion has changed to a new promotion so the generic link for the tiered bonus at that time is no longer valid. Numerous finance blogs highlighted this promotion, all with the same terms outlined : -- This offer is valid XX/XX/XXXX XX/XX/XXXX -- Within 30 days of opening your account, deposit {$5000.00} in New-to-Citibank funds into the new checking account. 
-- Maintain a minimum balance of {$5000.00} for 60 consecutive calendar days. 
-- You will receive your cash bonus within 90 days after you complete the required activities. 

______These links may have been related to this promotion but no longer work on the consumer end : - https : //banking.citi.com/cbol/checking-tiered-offer/ - https : //banking.citi.com/cbol/checking-tiered-offer/default.htm? XXXX & XXXX XXXX_Thank you for your assistance!

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