Consumer complaint received 2023-02-12
Company: CITIBANK, N.A.
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I applied for a Checking Offer received in the mail addressed to me by Citi - {$400.00} after depositing >= {$15000.00} within 20 days of account opening, then maintain the balance for at least 61 additional days.There was an invitation code on the flyer. 

Account opened XX/XX/XXXX Account funded XX/XX/XXXX Withdrawal of funds in excess of minimum required to avoid maintenance fee : XX/XX/XXXX, remaining balance {$1500.00} Reached out to Citi via chat more than once regarding bonus eligibility from the months XXXX - XXXX after meeting the requirements. 
Multiple confirmations that I had fulfilled the requirements and the bonus should post " on the next statement '' Here is a log of my interactions : XXXX  XXXX XXXX XXXX Citi has been XXXX XXXX XXXX XXXX XXXX  XXXX for several months now through official channels and now must be escalated for resolution. 

XX/XX/XXXX Opened case - XXXX to look into the promotional bonus not posting, was told it should be resolved in XXXX business days ( XX/XX/XXXX ) XX/XX/XXXX Followed up and was told to check back in another XXXX business days ( XX/XX/XXXX ) XX/XX/XXXX was told they escalated the case to the appropriate team, will receive callback when XXXX XXXX XXXX ) gets an answer. 

XX/XX/XXXX XXXX a call from XXXX confirming account met eligibility requirements, but the offer code was incorrect. He was going to look into correcting this. No further follow up from him XX/XX/XXXX Letter received in the mail detailing that research has concluded and the code was invalid. Was asked to provide a copy of the promotional flyer XX/XX/XXXX Called to ask where to send the flyer. No one was able to locate an address and they would get back to me in XXXX business days with that address via email. 

XX/XX/XXXX Still no word on the address, called to follow up. Advised to take a picture and a fresh case was opened to upload the record via email. Should take XXXX days to upload and then by Friday should be resolved. XXXX was the rep I spoke to Email address = XXXX Subject line : Case ID : XXXX password for email should be : XXXX XX/XX/XXXX No word from Citi XXXX Called to follow up again. Today is day XXXX and they said it could take up to 5 business days, so call back Monday when it's the fifth day. 

XX/XX/XXXX Called again to see why this was not resolved yet. Was told this was already escalated, and having supervisor from client relations look into this while on the line. Investigation may time updated to take from 5-20 business days. Should be resolved by XX/XX/XXXX. 

XX/XX/XXXX Received notice that the offer code used was invalid, just as on XX/XX/XXXX. Was asked to send the promotional disclosure once again. This was already sent. 

XX/XX/XXXX Called to ask for the team that works these cases. Spoke with XXXX. Will refile case because they confirmed I was eligible for the offer with their sales rep. 

Possible Explanation ( XXXX thought ) : System error causing the Invitation Number on promo flyer to put in an invalid code, which was not discovered until several months later. 

New Case number : XXXX with Urgency note. Response should happen within 5 business days, Thursday XX/XX/XXXX XX/XX/XXXX Waited until Monday to call back to avoid Friday call volume. XXXX is going reach out to another account specialist. Case status shows someone is working on it. Still being worked on. Should have an answer by the end of the week ( again ). 

XX/XX/XXXX Called and they said we have to wait until XX/XX/XXXX for the XXXX business day threshold to pass. They are still investigating XX/XX/XXXX Called and the case was still pending after the XXXX business day threshold. Was told to call back the next day XX/XX/XXXX Called and was told there was a letter that was sent out, and I need to wait for that to come in the mail, despite the notice not being on my account under Notices and Letters, which should be instant and automatic... 

XX/XX/XXXX Filed CFPB complaint as I have been more than lenient with trying to resolve this issue in good faith between Citi and myself, to no avail.

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