Consumer complaint received 2021-12-08
Company: CITIBANK, N.A.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
In XX/XX/XXXX, I received an offer via my Citi mobile app to open a new checking account with $ XXXX or more and earn a {$700.00} balance. I opened the account on XX/XX/XXXX with {$100.00}, and funded the additional $ XXXX on XX/XX/XXXX. As per the offer, I had to fund the full $ XXXX within 30 days of opening the account and leave the full $ XXXX in the account for 60 consecutive days, which I have done. On XX/XX/XXXX, after not receiving the bonus, I reached out to Citibank via instant message. I was advised that the 60 days started the first full month after I funded the account and then it took up to 90 days after the full 60 days - another words, it would be a full 150 days to receive the promotional bonus. This is not what their offer said, but I was okay with it. On XXXX XXXX, I reached out again since I did not receive the bonus via instant message. I was advised that indeed I should have received the bonus and that it would be funded within XXXX business days. On XX/XX/XXXX, I followed up again and was advised that it would not be funded for another XXXX business days. I then asked to open an official complaint ( XXXX ), they told me that I would need to call their customer service at XXXX to have receive the bonus. I called several times, the first person asked me to call XXXX XXXX for help, that person told me I had to call the original number again. Finally, after several calls, I spoke with a lady on the evening of XXXX who advised me that my case had been closed. I asked about where by {$700.00} was and she said she did not know. She then said that it was denied. When I asked her why, she could not provide me any reason and had to check with their back-room which would take up to XXXX business days. Today, I logged into my account and it shows on XX/XX/XXXX they posted a response, I click the attachment, that is dated XX/XX/XXXX ( not sure how they can post something before it is written ) that states my account did not qualify. They told me in order to qualify, I had to provide them a physical copy of the promotion disclosure addressed to me and that screen shots, and on-line offers, or blogs would not qualify. I never received a mailer because it was in my " Rewards & Offers '' in my on-line account. When I try to access that link now to see if I can see it, I get an " Error : We are having trouble loading your offers. Please try again later. '' Clearly, this is a scheme to get cash. They make on-line offers and then will not honor them. I do have several screen shots on my phone including a portion of the original offer. I tried to close my account today and they told me they would now charge me to wire my money or they would send a check, but it would take up to 30 days to receive. Clearly, Citi is scamming people to get cash, not honoring their offers and then making it difficult to get your money back. They continue to " buy time '' to keep your money even longer. This is the most unethical thing I have ever encountered with such an organization.

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