Consumer complaint received 2017-01-12
Company: CITIBANK, N.A.
State: TX
Product: Bank account or service
Sub-product: Savings account
Issue: Account opening, closing, or management

Complaint:
The complaint that I am filing is for Citibank refusing to honor and distribute funds for a promotion that was advertised through XX/XX/XXXX and XX/XX/XXXX. This promotion required a customer to " open a new consumer checking account in the ... .Citibank Account Package by XX/XX/XXXX, make a deposit of {$15000.00} or more in new-to-Citibank funds in to [ the ] new checking account ... within 30 days after opening the new checking account and maintain a minimum balance of % XXXX for 30 consecutive calendar days following the date [ the ] qualifying deposit [ was made ]. '' Per the offer terms, " the cash bonus will be credited to your new checking account within 90 calendar days from the date when you completed all offer requirements. '' The terms were satisfied as a deposit of {$15000.00} was made on XX/XX/XXXX. The account had been funded for 30 calendar days as stipulated in the requirements. Based on the promotional requirements, the bonus was to be deposited by Citibank on XX/XX/XXXX. As of XX/XX/XXXX, this deposit has not been made. 
On XX/XX/XXXX, at approximately XXXX EST a call was made to determine the status of the bonus. The customer service representative confirmed that the deposit should have been made at that time, but informed me that since there were several bank holidays recently the bonus may be delayed by a day. He informed me that the bonus would post on XX/XX/XXXX at XXXX. 
The bonus had not posted on XX/XX/XXXX by XXXX EST, so I called the bank again. This time, the customer service representative explained that the bonus should have posted but could not explain why it had not. A promotional dispute was put into Citibank 's system to investigate the issue. The representative explained that the dispute would be investigated and the matter resolved within the next 2 business days. 
On XX/XX/XXXX I called and was able to reach a customer service representative who explained that I should wait for another day because the holidays may have been the cause for the bonus not posting. 
On XX/XX/XXXX I called the bank again. The customer service representative put me on with a supervisor to discuss my issue. He told me that the bonus was set to post at the end of the statement period, which was XX/XX/XXXX. He told me that he would put in a request to expedite the promotional funds to my account. 
I called on XX/XX/XXXX and was transferred to another supervisor who told me that I was eligible for the bonus and that he would enter a high level dispute to expedite the bonus. He also told me that his supervisor number is XXXX and to contact him for more information. 
I called back XX/XX/XXXX to determine what progress had been made on the disputes as the bonus had STILL not posted. The customer service representative informed me that she had been speaking with a supervisor about the issue and that the bonus would definitely post on XX/XX/XXXX. 
On XX/XX/XXXX the bonus has not posted. I talked with a supervisor named XXXX who told me that the dispute that was filed on XX/XX/XXXX had been closed. He did not give any details as to why the dispute was closed, but created a new high priority dispute with reference # XXXX. This supervisor explained that the dispute was expected to take 24-48 hours to resolve. 
All in all, Citibank lured me in to deposit a significant amount of funds into their company using a promotion that they have not honored. I now understand why bank has a poor consumer reputation in my community and via the internet. I know that any investigation done by the CFPB will find Citibank to be in breach of contract per the terms that were provided in their promotional disclosure. I now need the assistance and protection of the CFPB to ensure that this breach of contract by Citibank is investigated and properly resolved.

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