Consumer complaint received 2023-05-10
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
In XXXX of XXXX I received a mailer from Citizens bank offering a new account bonus of {$300.00} if you opened a new checking account and had direct deposit of {$500.00} go into that account during the eligibility period. I followed the link I received to open this account in XXXX and set up direct deposit for the account. No where on the link to open this account did it ask for a code or say a code was needed, just said follow the link and open up a new account and your eligible, which is exactly what I did. 
After setting up the direct deposit and meeting the minimum {$500.00} direct deposit requirement I called to see when I would get the bonus. They said it was based on when the account was opened and looked it up and told me I would get it at end of XXXX of XXXX. 
I checked back a few times via phone calls and through their chat online to see if everything was in place for the bonus and was told everything was good. I waited until XXXX and called again to see when it might come in and she told me to expect it by XX/XX/XXXX as that was the last banking day of the month. 
XX/XX/XXXX came and went and no deposit. I got on chat that day and said it wasn't there, the chat agent told me they have until XXXX XXXX  for their banking day and it still would come in. 
Next day I checked and still no deposit into the account. I called again on XX/XX/XXXX spoke to a XXXX and was asked for my code. I said what code I followed the link on your site and set it up just like I was told to. He said a code wasn't attached, I then told him that then their site didn't attach it because I followed the link exactly and that I did everything I was supposed to this error was on their end. I even told him I had spoken to several people at the bank before this and all told me it looked good, no one told me a code was missing. 
He then put me on hold for a bit and said he found a code and I was all set and that someone would call me back on Wednesday XX/XX/XXXX on when I would receive the {$300.00} welcome bonus. I waited all day on Wednesday XX/XX/XXXX for someone to call me and they didn't. I decided to wait and see if the bonus showed up in my account on XX/XX/XXXX. 
It did not show up so I got on the chat and spoke to a representative who said they were behind could I give it another day for someone to call me, I agreed to do this. On XX/XX/XXXX I still had not received a call of the bonus welcome in my account and I called again myself. At this time the agent told me I didn't qualify for the bonus the code was invalid. I preceeded to tell him their employee gave me the code and he just said sorry nothing he can do. I told him I did everything I was supposed to do and they even gave me a code and now its no good. It was a complete scam. First I follow their own link for the promotion, do everything I am supposed to do to get it, call several times to be told it is all good will get it, then the time to get it comes and I am told no. I am entitled to this welcome bonus of {$300.00}, it is false advertising and getting people to sign up for accounts and then they do not pay the bonus.

Company response to consumer: Closed with monetary relief