Consumer complaint received 2017-01-06
Company: CITIBANK, N.A.
State: VA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
I have a checking account with Citibank, which I opened in XXXX. In XXXX XXXX, I received a letter from Citibank addressed to me that said they would pay me {$300.00} if I fund a Citibank Savings Plus Account ( between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX ) with {$25000.00} and keep that balance for 90 days. ( The letter had Invitation Number - XXXX ). On XXXX/XXXX/XXXX, I deposited {$25000.00} in the Savings Pluss Account at Citibank XXXX XXXX XXXX, XXXX XXXX VA XXXX. From that time, I never let the balance go below {$25000.00}. In early XXXX XXXX, I had not yet received the {$300.00}. The 90 days had completed in early XXXX. I called Citibank and spoke with XXXX XXXX in the XXXX XXXX branch. I told her the story and gave her the invitation number. She said she will create a case for investigation and I would get a response in XXXXXXXX business days. I said, " what is there to investigate, you can see I never let the balance go below {$25000.00}, and it been more than 90 days? '' She said they must investigate. I told her I was unhappy and I wanted the manager to get involved. She said she would speak with the manager. I gave her my phone number and told her to have him call me if there is a problem. On XXXX/XXXX/XXXX, I had heard nothing from Citibank so I called Citibank Customer Service. I was connected to a call center. I talked to XXXX people. The first lady could not say why the issue/case had not been resolved. I asked for her supervisor. He promised to call me with 48 hours with status. I gave him my cell phone number. Later that afternoon, there was message on my phone to call a phone number ( which was in Iowa ). I called and a recording told me to call another number. That number just led me back to Citibank Customer Service. I never heard from the call center. A day or two later I called Citibank XXXX XXXX and insisted on talking to the branch manager, XXXX XXXX. He said he would open an investigation case. I said they already did that on XXXX/XXXX/XXXX. He said he needed to do it again. He asked me to send him a copy of the Citibank letter as an attachment to an email, which I did as soon as our phone call ended. I explained over and over how bad this was for Citibank to not have an automatic system for crediting my account as soon as the 90 days had passed, and how wrong it is for me to have to continue calling Citibank to get the money that was promised. On XXXX/XXXX/XXXX, XXXX XXXX called me and left a voice mail saying the case has been resolved, I will get the money in my account by Wednesday ( XXXX/XXXX/XXXX ) and he would call me then. I went into my on-line account on XXXX/XXXX/XXXX and saw messages showing the case had been resolved. I did not hear from XXXX XXXX on XXXX/XXXX/XXXX, so I tried to reach him by phone multiple times on XXXX/XXXX/XXXX. At noon, I left messages for him to call me, which he did late in the day ( but I was on my way home from work ). I call him again on XXXX/XXXX/XXXX, and he did call me back. However, he said now that he did not know when I was going to get the {$300.00}. He said he has to get the right person in the promotions department to approve the payment. He said he can only communicate with the promotion department via email, which he does daily. He said there were numerous promotion departments and neither he or his supervisor can call and talk to the people in the promotions department. I told him this is unbelievable. I asked him if his supervisor was aware of the situation and what I have been going through. He assured me his supervisor knew what was going on and there was nothing his supervisor could do. XXXX asked me to give him a few more days. I said, " for what, can you guarantee this will be resolved next week? '' He said no, but reminded me he is doing everything he could and would notify me ASAP. This is my current status as of 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 monetary relief