Consumer complaint received 2021-02-15
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I have a complaint against Citibank which I feel needs investigation. 

My wife and I each opened a savings account with Citi under the promotion to get XXXX XXXX XXXX points for a deposit of $ XXXX for a period of 3 months. The two accounts were opened on XX/XX/XXXX. We are still trying to get our points. The excuses and runaround are getting tiresome. Complaints to XXXX XXXX have yielded no results. I have no idea how many other people are in this position with Citi. There were different point levels for lesser deposits. What follows are the transcripts of two messaging sessions and my summary in red of a phone call. 


Hello XXXX! Thank you for your message. My name is XXXX and Ill be happy to assist you today. Please allow me just few minutes to access and review your account. I'll be right back with you! 
XXXX at XXXX, XX/XX/XXXX : XXXX, You at XXXX, XX/XX/XXXX : Let me just check this for you XXXX. 
XXXX at XXXX, XX/XX/XXXX : I opened my account with $ XXXX for a reward of XXXX XXXX  points after 3 months. This has yet to be credited to my account. 
My wife opened an account as well and has not received her points either. 
Both accounts were opened in XXXX You at XXXX, XX/XX/XXXX : I checked your account and I see that you have met the requirements of the promotion XXXX. Congratulations! Now you are eligible for the promotion. 

All you have to do now is wait for 90 days from the 60th day of maintaining the minimum balance and any day within those 90 days you will receive your bonus into your account. 

So you will have to wait till XX/XX/XXXX XXXX. 

Dear XXXX, are you available as I have not heard back from you. 
XXXX at XXXX, XX/XX/XXXX : ok ok What date will that be? 
You at XXXX, XX/XX/XXXX : I'm so sorry XXXX. I will not be able to know which date exactly it will be credited. But I know that it can be credited anytime within these 90 days. 

Are we still connected XXXX? 
XXXX at XXXX, XX/XX/XXXX : I understand you are unable to interact with us currently. Your conversation will be saved for you and our team, so kindly start a new chat so that we can pick up where we left off with you. We are available 24/7 at your service. Thank you for being the best part of Citi! 
XXXX at XXXX, XX/XX/XXXX : A live call was placed on XX/XX/XXXX at XXXX and I talked with a CSR named XXXX . He told me that all conditions were met and that he filed the action to get the points. He said that it would take a couple of days but should be done by the end of the week. 


Welcome to Citi Message Us. Please type your message at any time. 
I contacted XXXX a week ago to fial a complaint that you have not credited my XXXX  account with the XXXX points for the {$200.00} I placed on deposit with you on XX/XX/XXXX. This is overdue. XXXX, the CSR confirmed that all requirements were met and was filing the action. I have already placed a complaint with XXXX. Where are my points? 
You at XXXX, XX/XX/XXXX : You're now connected to : Citi Bot. 
Info at XXXX, XX/XX/XXXX : Please tell me in just a few words what you need help with. 
Citi Bot at XXXX, XX/XX/XXXX : Please provide my XXXX American airline points. 
You at XXXX, XX/XX/XXXX : I'm sorry, it looks like you do not have any accounts eligible for ThankYou Rewards. 

If you would like to learn about which cards are eligible for ThankYou Rewards and view some of our other cards, I can take you there as well. 

See Cards and Rewards Programs Citi Bot at XXXX, XX/XX/XXXX : You need to recheck this. It was confirmed a week ago that I did. My account was opened under this program. I will now start looking for bank regulators to file a complaint. 
You at XXXX, XX/XX/XXXX : Sorry, would you try that again? I'm much better with short requests. 
Citi Bot at XXXX, XX/XX/XXXX : Please find an agent You at XXXX, XX/XX/XXXX : Sure thing. Tell me which account you need help with and I'll connect you to the next available representative. 

Citi Miles Ahead Savings ... XXXX Citi / AAdvant ... Select ... XXXX Citi Bot at XXXX, XX/XX/XXXX : My savings account You at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
You're now connected to : XXXX. 
Info at XXXX, XX/XX/XXXX : Hi XXXX, XXXX at XXXX, XX/XX/XXXX : XXXX, Where are my points? 
You at XXXX, XX/XX/XXXX : Could you please allow me a few minutes while I review your account? 
XXXX at XXXX, XX/XX/XXXX : OK This was done by XXXX a week ago and he said he submitted the action and it would only take a couple of days. They are already late so your systems are not working. 
My wife 's account is having the same issue which is why I am now looking to find a regulator to file a complaint with. 
You at XXXX, XX/XX/XXXX : I see that you have opened your account XX/XX/XXXX and funded the account on XX/XX/XXXX. The customer have to maintain the requirements for 60 days in the account until XX/XX/XXXX and after the completion of the all the required activities, the miles will be credited within 90 calendar days from the date you complete all required activities. Starting from XX/XX/XXXX to XX/XX/XXXX This is an automated process and the system will automatically credit the miles in your account as priority soon. 

No worries, I will go ahead and dispute the miles as per your request XXXX. ' XXXX at XXXX, XX/XX/XXXX : That was done a week ago. YOur systems do not work. This is why I am filing complaints for myself and also for my wife who got the same promise and run-around. 
I suggest you do something else to escalate this. You are repeating what has been done. 
You at XXXX, XX/XX/XXXX : Okay XXXX, Let me go ahead and check the status of your complaint XXXX. 
XXXX at XXXX, XX/XX/XXXX : The points were due on 2/4. Today is XX/XX/XXXX. It was to be automatic so your systems do not work. You are depriving myself an my wife of points which we planned to use for travel and causing hardship. 
You at XXXX, XX/XX/XXXX : Okay XXXX, Let me go ahead and check the status of your complaint XXXX. 
XXXX at XXXX, XX/XX/XXXX : The points were due on XX/XX/XXXX. Today is XX/XX/XXXX. It was to be automatic so your systems do not work. You are depriving myself an my wife of points which we planned to use for travel and causing hardship. 
You at XXXX, XX/XX/XXXX : I have gone through your account and I see that you have disputed the promotion on XX/XX/XXXX and your dispute is under the investigation XXXX. 

The investigation may take up to 5 business days. Responses will be sent after case completion. 

So humbly I request you to check with us by Friday and you will get the $ XXXX XXXX miles on your account XXXX. 
XXXX at XXXX, XX/XX/XXXX : 5 business days was Friday. Uf you do not count last Monday, that means today is the 5th business day. Where are my points? Please find someone who has some authority to fix this. 
You at XXXX, XX/XX/XXXX : XXXX, last 2 days were not working day, so I request you to wait for until Friday to get this case resolved and you will get the miles on your account XXXX. 
XXXX at XXXX, XX/XX/XXXX : Monday of last week gave Monday, Tuesday, Wednesday, Thursday and Friday. That is 5. Today is another day of nothing happening. It is near the end of the 5th full day since my call on the 8th. Where are my points?

I am tired os waiting and now I am escalating. Citi is about to get complaints to every regulator I can find as well as a host of bad press on social media. 
You at XXXX, XX/XX/XXXX : XXXX, I owe an apology for this XXXX, I have double checked on your account and I see that your case has not yet resolved so humbly I request you to wait for this Friday and you will get the miles XXXX. 

Here at Citibank we are constantly striving to offer the best banking experience to our valued clients, I will be more than happy to note your feedback. Thank you for giving us the opportunity to serve you better. 
XXXX at XXXX, XX/XX/XXXX : I will start filing my other complaints. I suggest you find someone who can do something and have them call me You at XXXX, XX/XX/XXXX : XXXX XXXX, I will make a note on your account regarding this XXXX. 
XXXX at XXXX, XX/XX/XXXX : I hope you can do something to address this. 

Best Regards, XXXX XXXX ( XXXX ) XXXX

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 non-monetary relief