Consumer complaint received 2021-03-18
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/XXXX, I saw a promotional ad on the Citibank website offering a {$700.00} bonus for opening two new accounts : a Priority Savings Account with at least {$50000.00} and a Priority Checking Account ( opened with {$25.00} ). I called the toll-free number provided, spoke to a man named XXXX ( he would not provide his last name when asked ). I inquired about the promotion, told him that was the reason for my call, and mentioned that I had moved money around with other banks to take advantage of promotional offers like this one. I wrote down on a piece of paper what was required to achieve the {$700.00} bonus from Citibank. I also asked him what the current interest rates were at Citibank and wrote down this information as well. I kept this paper from my call. Satisfied with what I had been told, I opened the two accounts over the phone and transferred the required funds.

In the 150 days the money was at Citibank, I didnt write a check or use the ( 2 ) ATM cards provided. As I stated, my sole purpose for opening the accounts was to receive the {$700.00} bonus and I made this clear to XXXX on the phone. Twice, during the period between XX/XX/XXXX and XX/XX/XXXX, I called the Citibank customer service line and inquired about the date the bonus would be paid. The first time I called was in late XXXX, I did not remember the exact day I was told, but that it would be in XXXX. The second time I called was in XXXX to verify the exact date so that I could prepare to transfer the money after the bonus was deposited. This time, I was given the date of XX/XX/XXXX. At no time, in either of these calls to customer service, did they alert me that I was not eligible for the bonus or that there was a problem with my qualification to receive it. 

When I checked my Citibank account on XX/XX/XXXX and did not see the bonus deposited, I called the bank on XX/XX/XXXX. I spoke to a representative named XXXX. She didnt know why I hadnt received the bonus. She checked and verified that I had completed all of the requirements, but didnt have the authority to put the {$700.00} in the account. XXXX suggested that I dispute the error, saying the process would take no more than 5 days to complete. When I responded Why 5 days?, she told me she would classify it as a priority. She then put me on hold while she filled out the form. She returned a few minutes later and said that she was transferring me to a supervisor. 

At this point, XXXX ( ID # XXXX ) came on the phone and informed me that I would not be receiving the {$700.00} bonus because the employee ( XXXX ) who opened my account ( s ) failed to attach a promotion code to my application. She then asked me if I had a promotion code. I said I did not. I told her that I dont ever recall being asked to provide one. If XXXX did, I replied, then I certainly would have supplied him with one from the website to be eligible, but he did not ask me for a code. Again, I made it clear to him before I opened the account ( s ) that I saw the promotion advertised on the Citibank website and that was why I was opening the accounts. 

XXXX consulted with two different departments and the answer came back the same. She too could not believe that I was being denied the bonus for the mistake of an employee. She mentioned that because the accounts were opened online that there was nothing she could do. I explained that I opened the accounts over the phone, not online. Several times I asked her if someone could go back and listen to my XXXX call, or examine the records of the call and verify our conversation, or better yet, speak to the employee that opened my accounts. She said that there were no record in the file as to who XXXX was and there was no way to verify the call. 

When I inquired about an appeals process available to me ( contrary to what I was told by XXXX ), she said there was none. She said that my only option was to write a letter to the bank and ask that it be forwarded to the Executive Response Unit. I wish I could do more, she said to me near the end of our conversation. Finally, she informed me that she did file three internal complaints and provided me with those Complaint ID numbers : # XXXX # XXXX # XXXX

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