Consumer complaint received 2018-11-19
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:
In XX/XX/2018 I saw an online promotion for {$600.00} if I opened a Citi Priority checking and savings account and within 30 days of opening deposited XXXX in new to Citi funds in a checking or savings account. It also required a minimum of {$5000.00} be in the checking and {$100.00} in the savings at any given time. I was required to maintain a XXXX balance for 60 days and I would receive the {$600.00}. 

I deposited the full XXXX on XX/XX/2018. As of this complaint, it has been 172 days and I have still not received the promotion. 

During this time I was twice charged fees despite maintaining all required minimum balances. The first time I was told it was because the accounts werent linked. Im not sure why the phone representative Id spoken to didnt link the accounts. I was refunded these fees, and then one month later charged fees AGAIN. This time when I asked why the fees were charged they had no explanation and just apologized and refunded me. 

Ive called multiple times regarding this promotion. Each time I was given misinformation. One time I was given a completely bogus phone number to call back ( this bogus number was given to me by XXXX - NMLS # XXXX ). 

At each call I confirmed that I was in fact eligible and met all requirements for the promotion. I was however told, despite not seeing it on the advertisement, that after the 60 days, Citi may take an additional 90 days to make the payment. I was told that I couldnt officially create a promotion dispute until that 90 days had transpired. 

On XX/XX/2018 after the 90 additional days ( total of 150 days ) had past I called and spoke to a XXXX to log an official promotion dispute. XXXX told me within 5 days they would evaluate my dispute. I received no call or information back so on XX/XX/2018 I called again. This time I spoke to XXXX XXXX # XXXX. XXXX guaranteed me that I would have the funds distributed to me by no later than XX/XX/18. He used the word *guarantee* and put it into his notes for the dispute under reference # - XXXX. 

On XX/XX/2018 after again not having heard a word from Citi, I called again. The first person I spoke to started reading the notes and, unsolicited, confirmed both that I qualified for the promotion and then said ohhhh, today is the deadline. They then told me nothing had been resolved yet. I asked to speak to a supervisor and was then disconnected. 

I called again and was transferred to supervisor XXXX - # XXXX. XXXX immediately upon giving me his employee number transferred me back on hold where I waited to speak to another supervisor. 

XXXX # XXXX from Client Relations picked up after a further 20 minutes and after reviewing the case says i shouldnt have been given a 7-10 day window since a promotion case should take about 30 days to be resolved. I explained to him that each time Ive called Ive been given a new timeframe in which the dispute would be resolved and I was tired of being given new dates. I asked what further needed to be confirmed since every employee Ive spoken with has confirmed Ive met the requirements. He told me the back office needed to confirm it, and I then asked to speak to the back office. 

He put a request to escalate the case. He escalated this to the client research team, '' and told me it should be resolved within 30 days. I'm not holding my breath.

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