Consumer complaint received 2018-10-18
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
Citibank has willfully violated the agreed-upon terms and conditions associated with 'linked ' checking and savings accounts which I opened on XX/XX/2018. I have in good faith met all requirements of a 'promotional bonus ' associated with these accounts and even took time and effort to confirm as such ; despite this, Citibank has failed to deliver on the {$400.00} 'new customer bonus agreed-upon. 

Some specifics : XX/XX/18 : Opened two accounts, one checking, one savings, under the promotional code " XXXX '' with terms as of follows : WHO IS ELIGIBLE FOR THIS OFFER? 
Eligible Customers are New-to-Citibank Customers who ( 1 ) enroll in Citibanks {$400.00} Checking and Savings Offer, ( 2 ) open a new Eligible Checking Account, ( 3 ) open a new Eligible Savings Account, ( 4 ) are at least eighteen ( 18 ) years of age, and ( 5 ) have a valid XXXX or XXXX XXXX on file with Citibank and are not subject to back-up withholding. 

New-to-Citibank Customers are customers who have not been an owner of a Citibank checking account within the last 180 calendar days.

WHAT IS BEING OFFERED IN THIS CASH BONUS OFFER? 
If you are an Eligible Customer, enroll in the {$400.00} or {$500.00} Checking and Savings Offer, and fulfill required activities ( see required activities below ), you can earn a {$400.00} or {$500.00} Cash Bonus which will be credited to your new Eligible Checking Account within ninety ( 90 ) calendar days from the date you complete all required activities. At the time the Cash Bonus is credited to your Eligible Checking Account, your new Eligible Checking Account and new Eligible Savings Account must both be open and in good standing.

PLEASE NOTE : Accounts which have a XXXX  balance for ninety ( 90 ) days are subject to closure and will not meet the requirements of this offer. 

IF I AM ELIGIBLE, HOW DO I ENROLL IN THIS PROMOTION? 
Between XX/XX/2018 and XX/XX/2018 ( Offer Period ), Eligible Customers can enroll in the $ XXXX/ {$500.00} Checking and Savings Offer by visiting a Citibank branch or calling Citibank and asking a Citibank Representative to enroll you. Eligible Customers also can enroll by visiting citi.com/checkingrewards to apply for this offer and completing the online process. Enrollment and participation in this promotion does not guarantee eligibility. 

WHAT ARE THE REQUIRED ACTIVITIES TO EARN THE CASH BONUS FOR THIS CHECKING OFFER? 
To qualify to earn the {$400.00} Cash Bonus, you must enroll in this promotion. See If I am eligible, how do I enroll in this promotion? Eligible Customers must open a new consumer regular checking or interest checking account in The Citibank Account Package as first signer ( Eligible Checking Account ) and open a new Citi Savings Account in the Citibank Account Package as first signer ( Eligible Savings Account ) during the Offer Period and complete the following required activities : Within thirty ( 30 ) days of the opening of the new Eligible Checking Account, any owner of either eligible account must make a deposit of {$15000.00} or more ( multiple deposits allowed ) in New-to-Citibank Funds into the new Eligible Checking Account and/or the new Eligible Savings Account. 

A minimum balance of {$15000.00} must be maintained for sixty ( 60 ) consecutive calendar days following the date when the {$15000.00} deposit was made ( Minimum Balance ). The Minimum Balance may be held in one of the eligible accounts or in a combination of the eligible accounts. For example, a {$15000.00} balance in the Eligible Checking Account for sixty ( 60 ) consecutive calendar days will fulfill the Minimum Balance requirement. In addition, balances of {$10000.00} in the Eligible Checking Account and {$5000.00} in the Eligible Savings Account for sixty ( 60 ) consecutive calendar days will also fulfill the Minimum Balance requirement.

If you choose to keep your entire Minimum Balance in one account, however, please note any account which maintains a XXXX  balance for ninety ( 90 ) days is subject to closure in Citibanks sole discretion. You will not fulfill offer requirements if one of your eligible accounts is closed at the time the Cash Bonus is paid.

New-to-Citibank Funds are funds deposited from sources outside of Citibank N.A., and must be deposited via ACH, Direct Deposit, and/or via checks or wires. Cash deposits do not qualify as New-to-Citibank Funds. 

Fiduciary, estate, business and or trust accounts are not eligible for the $ XXXX/ {$500.00} Checking and Savings Offer even if they otherwise meet the definition of Eligible Checking Account. However, trust accounts that are a living trust and custodial accounts are eligible. All accounts subject to approval. 
_______________________________________ XX/XX/2018 : Deposited {$15000.00} as required ( {$13000.00} in savings, {$1500.00} in checking ) XX/XX/2018 : Met 60-day bonus requirement ; Citibank must {$400.00} promotional bonus to be credited within 90 days XX/XX/2018 : {$25.00} service fee was in both checking and savings accounts XX/XX/2018 : Contacted Citibank customer service who stated as follows : 1 ) This service fee was in error on the part of Citibank which caused these two accounts becoming 'delinked ' 2 ) {$25.00} would be credited to both accounts 3 ) the promotional bonus code XXXX was still associated with my account XX/XX/2018 : Contacted customer service who confirmed that XXXX was still associated with my account and that I should expect my bonus to be paid by XX/XX/2018 ( 90 days after meeting all requirements ) per the Terms and Conditions of the offer XX/XX/2018 : No bonus credited to my account, despite being twice assured that the promotional code was still associated with my account and that I should expect the {$400.00} to be paid by XX/XX/2018

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