Consumer complaint received 2023-05-26
Company: CITIBANK, N.A.
State: MO
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I received emails and physical mails regarding promotion for opening an accelerated savings account. Terms for the promotion will be listed at the bottom of my complaints. 

I opened the account In mid XXXX through the link sent to my email. I also called right after I opened the account to ensure I am enrolled and qualified for the promotion. I have kept my balances in the account for over XXXX $ USD to meet the qualifying deposit. When I didn't receive the bonus in XXXX, I called Citibank. The customer service ensured me that I've met all the requirement and I should receive the bonus by XX/XX/XXXX. However, when I called again in XXXX, they told me they couldn't find a promotion attached to my account, and refused to honor the promotion. I've done all the right thing to make sure I am enrolled in the promotion by applying through the link sent to my email and called in to be asked for enrolling in the promotion. I've tried to dispute it with Citibank, but no one can give me a specific reason except they couldn't find the promotion attached to my account, and that my account is a basic package that did not qualify for it. I can not talk directly with the " backend '' people who made the decision for the dispute and so far no one can tell me why I was not enrolled for the promotion. 

Terms for the promotion are listed below. In order to enroll, one can either apply through the link provided or call the representative to ask to be enrolled. I did both to double secure my eligibility, and it was clearly some mistake on the backend of Citibank that led to me being not qualified for the promotion. I am sure all the phone calls are recorded and I request Citibank to do their investigation and honor their promotion, or it would be a clear fraud/deception. 


*Important Terms and Conditions : Your Citi Accelerate Savings account will be opened in the Access Account Package. To waive the {$4.00} monthly service fee for a Citi Accelerate Savings account in the Access Account Package not linked to a checkless Checking Account, maintain an average monthly balance of {$500.00} or more. 

Citi Accelerate Savings Leveled Bonus Offer Qualify So long as you are at least XXXX XXXX XXXX, are a primary Citi credit cardmember, and have received a communication from Citibank inviting you to participate, you can apply to participate in the Citi Accelerate Savings Leveled Bonus Offer. 

Here are the required activities to qualify : First : Open a Savings Account. 
Open a new Citi Accelerate Savings Account as an owner in the Access Account Package between XX/XX/XXXX and XX/XX/XXXX ( Offer Period ). 
Certain Savings Accounts are eligible for the Citi Accelerate Savings Leveled Bonus Offer. Any Citi Accelerate Savings Account opened during the Offer Period that you continue to own until the end of the Maintenance Period in the Access Account Package can qualify for the Citi Accelerate Savings Leveled Bonus Offer. 
The Citi Savings Account product does not qualify for this offer. 

Second : Enroll. 
On or before XX/XX/XXXX, enroll in the Citi Accelerate Savings Leveled Bonus Offer. You can enroll online by clicking apply now on the link provided and following the instructions for online account opening or by contacting a Citibank representative by phone and asking the representative to enroll you in the Citi Accelerate Savings Leveled Bonus Offer.

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