Consumer complaint received 2021-01-07
Company: CITIBANK, N.A.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
on XX/XX/XXXX I opened via their website on citi.com a checking and savings account that they were offering a XXXX signup bonus on. I followed the prompts and opened the accounts that day. After opening the accounts I used the live chat feature to confirm that my accounts qualified. I have input that dialogue below where the licensed banker confirmed I would receive my bonus on XX/XX/XXXX. I called in to inquire on XX/XX/XXXX at XXXX and spoke with a team member for 18 minutes and she confirmed on a recorded line I qualified and submitted a dispute. She let me know I would receive an answer in 5 business days. I did not see an answer of the funds so I chatted in again and that chat transcript is below where another licensed banker reviewed my case and assured me I would see this processed by XXXX. Now the bank is telling me I have the wrong product and wont be honoring the promotional bonus even though they told me multiple times and I met all qualifying activities. Please help me resolve this. The chat logs are below and are taken from my account : ou 're now connected to XXXX. 
Info at XXXX, XX/XX/XXXX : hello I just setup a new account as looking to move from XXXX I will be transferring over funds over XXXX will the XXXX bonus automatically be deposited after? 
I also setup an accelerate savings account. is there any maximum amount in there at accrues the 2.9 % interest? 
You at XXXX, XX/XX/XXXX : Hello XXXX. 
Let me reveiw your account first XXXX at XXXX, XX/XX/XXXX : thx You at XXXX, XX/XX/XXXX : Thank you for your patience. 
As I check you will receive the bonus on XX/XX/XXXX XXXX  at XXXX, XX/XX/XXXX : ok sounds good You at XXXX, XX/XX/XXXX : I would like to tell you that you need to deposit the funds within 30 days from the date of opening the account and then you need to maintain that funds till 60 days and after maintaining the funds you will get the bonus within 90 day XXXX at XXXX, XX/XX/XXXX : excellent is there any maximum amount I can have in the high yield savings? 
You at XXXX, XX/XX/XXXX : As i see Your account is in the Citi Priority Account Package and the minimum combined average monthly balance between all eligible linked deposit, retirement, and investment accounts is {$50000.00} or more for the calendar month before the last Business Day of your monthly statement period. When below the minimum balance requirement, a {$30.00} monthly service fee is assessed. 
XXXX  at XXXX, XX/XX/XXXX : understood What is the interest rate onthe savings and is there a maximum? : You at XXXX, XX/XX/XXXX : As You recently open the account so I would request you to wait for your first statement cycle once your first cycle is generated then it will show you and from our side also XXXX at XXXX, XX/XX/XXXX : im enrolled in the high yield account though correct? 
You at XXXX, XX/XX/XXXX : XXXX XXXX at XXXX, XX/XX/XXXX : ok thank you! 
You at XXXX, XX/XX/XXXX : Your welcome or else any issue then get back to us as we are here for your help XXXX Stay safe You're now connected to : XXXX. 
Info at XXXX, XX/XX/XXXX : Hello As we are in the midst of this global pandemic, I hope this message finds you and your loved ones safe and healthy! How may I help you? 
XXXX at XXXX, XX/XX/XXXX : hello by chance can you or do you work on the XXXX response team I have a ticket that I need to get resolved and had a miserable time earlier with the phone reps the transcripts earlier in my message history here have all of the confimations I am missing my XXXX signup bonus that is what I need to resolve here please I hope you are well and healthy as well You at XXXX, XX/XX/XXXX : Please allow me a few minutes while I review your account. 
XXXX  at XXXX, XX/XX/XXXX : no problem. 
You at XXXX, XX/XX/XXXX : I appreciate your patience. 

Upon checking your account and can see that your case is under investigation and please be assured you will get your bonus soon. 

Also let me go ahead and raise the complaint regarding your bonus. 
XXXX at XXXX, XX/XX/XXXX : do you work on the team that handles that if not can you transfer me to them You at XXXX, XX/XX/XXXX : Please be assured your case is under processing and i am sure bonus will be credited in 1-2 days Also You can speak with our supervisor they can help you in this case Let me share the number XXXX XXXX  at XXXX, XX/XX/XXXX : so you can see the notes from that team? 
You at XXXX, XX/XX/XXXX : XXXX XXXX at XXXX, XX/XX/XXXX : on the case sent earlier today? 
You at XXXX, XX/XX/XXXX : XXXX XXXX at XXXX, XX/XX/XXXX : ok thank you very much for your help You at XXXX, XX/XX/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 monetary relief