Consumer complaint received 2017-01-07
Company: CITIBANK, N.A.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XX/XX/2016, in response to a bonus account advertised by Citibank, I opened a new checking account at a local Citibank branch. I deposited {$15000.00} which was supposed to yield a {$400.00} bonus in 90 days. The personal banker who helped me listed the following requirements that I needed to meet : 1. Keep at least {$15000.00} in the account for 90 days, at which time the {$400.00} bonus would be deposited into my account ; 2. She said that I also needed to fulfill the following requirements -- sign up for online banking, open a new debit card connected to that account, and pay at least XXXX bill online from that account. I did complete all requirements successfully. My husband had opened the same type of account ( separate from mine ) the day before on XX/XX/2016. I found out later that the same Citi personal banker did not tell my husband that any of the requirements listed in # 2 above were needed ( i.e., they were in fact not needed ). 

The 90 day deadline passed, and no {$400.00} bonus was posted to my account ( or to my husband 's separate account ). I called Citi. It was very difficult to get through to the correct Citi department, but they finally placed an inquiry claim for me. Afterward, I was finally able to also get through to the local Citi branch, again after much difficulty. I spoke to the same personal banker who opened my account. This time she gave me different information than what she provided when I opened the account. She at first said the {$15000.00} minimum needed to be in the account continuously only for the first 30 days, 90 days after which the {$400.00} bonus would be deposited to the account ( i.e., the bonus would be deposited after 120 days, not 90 days as originally promised ). Contrary to what she had said on XX/XX/2016, she also said there were no additional requirements for this account, i.e. those listed in requirement # 2 above. During this call my husband also spoke to the same personal banker, as his {$400.00} bonus had also not been deposited into his account. The banker later called back to say that she had deposited my husband 's bonus to his account, and that my bonus should be posted in a few days ( i.e. we did not have to wait for 120 days ). 

My husband did eventually receive his bonus. I still have not received mine. Today is about 130 days since I first opened the account -- well past both 90 days or 120 days. In response to the claim Citi opened for me several weeks ago, I received a letter about 14 days ago confirming that my account did meet all of the necessary requirements for the bonus. I again called Citi after receiving the letter. They opened another inquiry and said the bonus should be posted to my account by this week at the latest. The bonus has not been posted. I want this bonus posted to my account! Also, if I had defaulted on a bank account, loan, etc. I would be assessed a penalty fee. I would like the same from Citi.

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