Consumer complaint received 2020-06-12
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
This complaint is regarding a consistent issue I have been experiencing across all of my Citibank account dealings with Personal Banker, XXXX XXXX. I was explained and promised a new account bonus ( es ) if I fulfilled certain obligations. Other banking institutions have screwed me out of new account bonuses in the past, I explained this to Mr. XXXX, so I was sure to obtain all the pertinent details and confirmed ( multiple times ) the correct criteria in order to receive the new account bonus ( es ). 

I started discussions with Personal Banker, XXXX XXXX in the latter part of XXXX. On Thursday, XXXX, XXXX, XXXX at XXXX, XXXX XXXX wrote to me, " Dear XXXX , Citi XXXX Checking Promotions : Current Cash Bonuses : Min Qualifying Balance : $ XXXX.- $ XXXX.- $ XXXX.- $ XXXX.- $ XXXX.- $ XXXX.- $ XXXX.- $ XXXX.- $ XXXX.- $ XXXX.- $ XXXX.- $ XXXX.- Please remember all minimum qualifying balances must be maintained for at least 60 calendar days. Citi has up to 90 days thereafter to credit the cash bonus. Customers who have been an owner of a Citibank business checking account within the last 180 calendar days are not eligible for this offer. Sincerely, XXXX XXXX Personal Banker Citibank XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX T ( XXXX ) XXXX F ( XXXX ) XXXX XXXX NMLS # XXXX '' On Tuesday, XX/XX/XXXX I established a new personal account with Personal Banker, XXXX XXXX, and I was provided a flyer/advertisement called, A cash bonus to help finish your wish list this year, with the new account bonus terms. These terms specified the Balance Requirement as, First, any owner of either eligible account must make the Minimum Deposit amount or more in New-to-Citibank Funds into the new Eligible Checking Account and/or the new Eligible Savings Account WITHIN 30 calendar days of checking account opening. AND, Maintain the Funds : You must maintain the minimum required balance between the checking and/or savings accounts for 60 consecutive calendar days. 

XXXX, again explained the bonus terms to me on Tuesday, XX/XX/XXXX at XXXX : " Dear XXXX XXXX note that your account application has been submitted and I will reach out to you if anything else is needed. Just to clarify the $ XXXX cash bonus for the business account requires $ XXXX in minimum funding for 60 calendar days.XXXX  XXXX Personal Banker Citibank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX T ( XXXX ) XXXX F ( XXXX ) XXXX XXXX NMLS # XXXX '' There was ABSOLUTELY NO TALK OR DISCUSSION about needing to deposit or keep the funds in the account AFTER a 30 day period of time. The terms as they were advertised to me ( by both flyer and written correspondence ) were that the deposit of $ XXXX would be made and the 60 day window would IMMEDIATELY begin. Also, all the Tellers at the bank ALSO confirmed that the 60 day window began upon the DEPOSIT DATE, NOT thirty days AFTER account opening. Again, I confirmed this was the case with ALL accounts ( personal and Business ).

My personal account is another example of how Personal Banker, XXXX XXXX FAILED to follow through and fulfill the new account bonus terms of depositing {$400.00} into my account. My {$400.00} new account bonus was rightfully due on XX/XX/XXXX. It took me hours of my time to obtain said bonus. It wasnt until I asked the Executive Office where I should file a Class Action Lawsuit that Citibank moved into action and actually DID deposit my rightly deserved bonus TWO WEEKS AFTER the due date on Monday, XX/XX/XXXX. 

On XX/XX/XXXX, I stopped into the XXXX XXXX, XXXX Citibank Branch and spoke with the Manager, XXXX XXXX. Ms. XXXX explained to me that it took one of their depositors THREE internal cases with their back office in order to receive their RIGHTFULLY DESERVED new account bonus. 

On XX/XX/XXXX at XXXX, XXXX XXXX XXXX with the Executive Office called me from XXXX and explained to me that my personal bonus was going to be an awarded case, because something was supposed to happen, but it did not and that the Promotion Code for the bonus was not applied in branch by the Personal Banker, XXXX XXXX ( he did not follow through and complete his job ). 
It wasnt until XX/XX/XXXX that I was informed by the back office that I was informed that I needed to maintain the required balance in the account for 60 days following the initial 30-day period after the account being opened, not from the date of deposit, but, I did, maintain the balances for 60 days after deposit, which in my understanding of the terms that were explained to me by Personal Banker, XXXX XXXX, WAS correct to receive the {$500.00} bonus. 

I could easily understand if Personal Banker, XXXX XXXX got the personal and business new account bonuses confused and FAILED TO DISCLOSE to me or provide me any documents pertaining to the new account bonus terms. Yet, XXXX XXXX denies what I am saying and is saying something entirely different than what he explained to me in his above correspondences. If this is/was the case, then Mr. XXXX should fess up to his wrongdoings and/or go through additional training, and/or be fired ( but then this would also fall on the shoulders of the tellers who also reassured me that the 60 day period began on the deposit date and NOT the 30th day after account opening ). 

This is a VERY deceitful marketing ploy to obtain businesses deposits, and not honoring your word by following through on providing the new account bonuses. I can only imagine how many other new account bonuses Citibank has failed to deposit into their depositors accounts due to the wrongdoings of their staff. I know for a fact that they lie to their new clients and use their clients money for their own financial gain ( even if it is done accidently ). 

For XXXX XXXX account number ending in XXXX a {$500.00} bonus was supposed to be deposited by XX/XX/XXXX. The terms ( as I was advertised and confirmed multiple times ) of this bonus were as follows : a $ XXXX deposit is to be deposited within 30 days of account opening, the amount is to remain in the account for 60 days, once this term has been completed, Citi has 90 days after to deposit the {$500.00} bonus. 

$ XXXX check deposited on XX/XX/XXXX 60 Day Bonus Criteria met by XX/XX/XXXX {$500.00} Bonus Due Date XX/XX/XXXX It is NOT my intention or goal to open accounts and NOT fulfill my side of the terms. If I would have known that the 60 day window started 30 days after account opening, then I would have followed these instructions. It was ALWAYS my full intent to complete ALL promotional requirements to receive the new account bonuses. I am not a happy client. It has NEVER been easy with Citibank and I do not understand why Citibank continues to fight me on the above said issues. 

What Citibank is doing is FRAUD and DECEITFUL and your clients should not have to take the brunt of your employees mistakes.

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