Consumer complaint received 2019-05-09
Company: CITIBANK, N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/XXXX, I opened a checking and savings account after seeing a promotion on Citibank website that stated that new customers who open a checking and savings account can receive up to {$500.00} as bonus. The way this breaks down is that customers can receive {$400.00} bonus by depositing {$15000.00} new-to-citibank funds between the new checking and savings accounts and maintaining a minimum of {$15000.00} between the checking and savings account for 60 consecutive calendar days. Customers can also receive additional {$100.00} by completing one qualifying direct deposit each month for two consecutive months within 60 days of account opening for a total of cash bonus of {$500.00} ( this promotion is still live on Citibank 's website ). I completed all these requirements exactly as stated by XX/XX/XXXX. I had called citibank around this time in XXXX and was provided the confirmation by the customer service representative that I have met all the requirements and I can expect to receive the {$500.00} bonus 90 days later as per the promotion rules. On XX/XX/XXXX, Citibank automatically closed my savings account citing the balance in my savings account was {$0.00}. On XX/XX/XXXX, following the 90 day period, I did not receive the {$500.00} promised by Citibank and therefore, called to inquire. The customer service representative again confirmed I have met all requirements of the promotion and should have been given the {$500.00} by now. He advised he will connect with his higher level support and investigate further. On XX/XX/XXXX, I received an electronic communication stating that I do not qualify to receive the {$400.00} bonus because my savings account is closed. I called customer service again to rectify and spoke with a " supervisor '' who was not willing to listen and kept citing the same statement as stated in the letter received on XX/XX/XXXX. I informed the " supervisor '' that the terms and conditions do not state that the savings account has to be open at the time of disbursement of the bonus. The following is the excerpt from Citibank 's own terms and conditions as found on their website which clearly contradict to what Citibank is stating as the reason to deny the bonus. Additional terms and conditions are attached to this complaint as well. 

" WHAT IS BEING OFFERED IN THIS CASH BONUS OFFER? 
If you are an Eligible Customer, enroll in the $ XXXX {$500.00} Checking and Savings Offer, and fulfill required activities ( see required activities below ), you can earn a $ XXXX {$500.00} Cash Bonus. At the time the {$400.00} Cash Bonus is paid, it will be credited to 1 ) your new Eligible Checking Account if both your Eligible Checking Account and Eligible Savings Account are open, 2 ) Eligible Checking Account if your Eligible Savings Account is closed, or 3 ) your new Eligible Savings account if your Eligible Checking Account is closed. The Cash Bonus will be credited within ninety ( 90 ) calendar days from the date you complete all required activities ( see required activities below ). If you are eligible for the additional {$100.00} cash bonus ( {$500.00} offer ), at the time the Cash Bonus is credited to your Eligible Checking Account, your new Eligible Checking Account must both be open and in good standing. '' I believe Citibank is intentionally engaging in fraudulent promotions to attract new customers. I humbly request you look into this matter and take the appropriate actions.

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