Consumer complaint received 2018-11-19
Company: CITIBANK, N.A.
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2018 I opened checking and savings Account with Citibank. I signed up online and was offer a {$400.00} promotional bonus. I have never had any checking accounts with Citibank before and I met all of their conditions, so there is no reason I should not have qualified for this bonus. These were the conditions of the bonus that I met. 

1. Open a new checking and savings account in the Citibank Account Package between XX/XX/18-XX/XX/18. ( Opened XX/XX/18 ) 2. Within 30 days of opening your account deposit {$15000.00} new-to-Citibank funds into the checking or savings account. A minimum of {$1500.00} must be in the checking account and a minimum of {$100.00} must be in the savings account. ( On XX/XX/18, 24 days after opening {$100.00} was deposited into savings and 28 days after opening {$15000.00} was deposited on XX/XX/18 ) 3. Maintain a minimum balance of {$15000.00} in your eligible linked checking and savings account for 60 days. ( 60 days was XX/XX/18, balance was maintained until XX/XX/18 ) 4. Get {$400.00} deposited to your account! ( This never happened ) I have made several contacts with Citibank, and am continually getting the run around. They keep saying they are processing my request and have submitted cases to get my bonus, but it never happens and they keep extending the date when it will be completed. Here is a log of my calls : XXXX was told that I qualified for the bonus as of XX/XX/2018, but it can take up to 90 days to be credited to my account, so I need to wait until XX/XX/2018. 

XXXX No bonus. XXXX via chat said I had met the qualifications of the bonus and that he would submit an investigation for the promotional bonus and it would take up to 7 business days for it to be resolved. I found out on XXXX, that he never did. 

XXXX XXXX via chat said that XXXX did not open a case for me regarding the missing bonus. She verified that I met the qualifications of the bonus, and created the case. She gave me case # XXXX. She said allow 5-7 business days for it to be resolved. 

XXXX XXXX via chat said call XXXX if I still didn't have my bonus, because I should have my bonus by XX/XX/XXXX. 

XXXX Called and asked to speak to a supervisor. Supervisor said it's taking 30 days to post bonuses and there's nothing she can do to speed this up. 

XX/XX/XXXX XXXX Transferring to one-stop handle promotion deals Transferred to XXXX- ( # XXXX ) This is the first time anyone has given me any ID number. XXXX said no one had been reviewed my case yet, and there's nothing he can do other than maybe open another case or I could try speaking to a supervisor. 
Delight-supervisor, says 10 business days, contacting investigator. Decision with in 10 business. Need a supervisor to approve a supervisor, and this has been done and it's on the final stage. Delight will be giving me a call back and will call by Friday XX/XX/XXXX. 

XXXX XXXX- supervisor said these investigations take 30 days. I told him that I'm continually getting brushed off and each time I call they give me new dates and excuses as to why I don't have the bonus. I asked if I could speak to XXXX. He said that he sent her an email for her to call me.

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