Consumer complaint received 2020-06-15
Company: CITIBANK, N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I had met the terms of a bonus promotion used to open an account package at CitiBank in XXXX of this year. I was owed a bonus to be paid out in XXXX, which was confirmed by multiple agents. In hopes of remedying the issue, I had spoken to 7 agents over the last 4 days, with no actual resolution. This included spending over 4 hours speaking with agents that led to no resolution and a compounding concern that the custodian of my financial assets can meet their financial obligations. Multiple agents had confirmed that I was eligible for the promotion and/or should have been paid the bonus in XX/XX/XXXX. The last agent I had spoken to stated that a case was filed with a resolutions team and the case should be handled in 20 days. They also stated that I would have to keep my account ( s ) open with CitiBank with a {$1500.00} balance to access the bonus ( once remitted ) and avoid maintenance charges. It seemed as though CitiBank purposely instated a system that promised bonuses to customers, and made it unduly burdensome to receive the bonus once eligibility requirements were met. I feel as though CitiBank had not only wronged me in failing to provide me with the bonus they are obligated to pay me, diminished my faith in the financial system, but also robbed me of time/energy by maintaining a system of problem resolution that is plagued by issues/inefficiencies ( consuming massive quantities of time from consumers to gain any important information or obligated remedy ). It seems as though CitiBank preys on consumers through a tactic of baiting consumers with bonuses, and then making it nearly impossible to receive the bonus through a complex web of customer service vehicles that are defined by long wait/times and agents that are either unable or unwilling to resolve issues ( that even they admit should have never occurred ). I have spoken to a total of 7 agents. The first three were contacted on Saturday Morning. The first agent ( named : XXXX ) was contacted through chat ( screenshots attached below ) and stated that the bonus should have been paid already. XXXX told me to contact the CitiBank phone number, as he lacked the ability to process the bonus. I then spoke to representatives over the phone immediately after the chat conversation closed. The second agent spoken to over the phone was a manager named XXXX ( id : XXXX ). This manager stated that XXXX can not remedy the issue and to call in again at a later time as there are " system issues '' that prevent XXXX from forwarding a case to the resolutions teams. XXXX also discussed the possibility of providing an inconvenience fee for the time/energy expended in addition to the delay in providing a resolution to my problem. As of today, I have received no credit or communications regarding the credit. Today ( XX/XX/XXXX ), I had spoken to 4 additional agents ( Total:7 ). The first two ( one of whom was named XXXX ) ultimately stated that I would have to speak a resolutions specialist. The resolutions specialisXXXX named XXXX ( Id : XXXX ) after reviewing my account and placing me on hold for the 6th time over the full course of corresponding to Citi regarding this bonus issue filed a case ( Case # can be provided if requested ) and forwarded it to another " back-office team '' to review. XXXX stated that I should receive a letter in the mail in 7 days, possibly longer due to the pandemic, to confirm the case being filed. XXXX stated that he saw no notes/records of an inconvenience fee being issued or even discussed by the internal team. I was then transferred to the 7th agent, XXXX ( ID : XXXX ). She stated that CitiBank offers no credits for failing to pay bonuses and requiring customers to expend hours of time/energy trying to resolve the matter. She stated she would forward my complaint to a " Supervisorial Team ''. She also stated that it may take 20 days for my bonus case to be reviewed and closed. Also, to receive my bonus I would have to keep my accounts open with Citi until the bonus is deposited ( despite having already met all requirements for the bonus, something which she confirmed ). Lastly, to keep the accounts open without incurring a fee I would have to maintain a relatively substantial account balance for which I would earn interest rates that are far below average for other banking institutions. 
I have am a senior citizen who has been banking for decades, and this is the first time I have been so frustrated with a bank that I felt the need to file complaints with government bodies. 
The promo code is XXXX and a copy of the original promotion is attached.

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