Consumer complaint received 2016-06-06
Company: CITIBANK, N.A.
State: WI
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I was targeted by a mailed letter directly from Citibank in XXXX 2015 asking me to open a Citigold account. I was leery of opening a bank account online when I would n't be able to handle my banking in person, but I thought I would give it a try given the incentive made it seemingly risk free. In the mailed letter, Citibank provided me the promotional incentive to open the account in the nature of XXXX XXXX XXXX, upon meeting certain requirements. The code I was told to enter when signing up was XXXX. This was XXXX XXXX, 2015 when I was approved. 

I had never signed up for an account online before, so after finally getting my account up and running, which took a few weeks as Citibank had issues receiving my drivers license fax and then my debit card did not show, I decided to ask Citibank if everything seemed in order with my account. In mid XXXX, I opened a chat window and discussed my new account with a representative who confirmed I was the promotional offer was linked to my account. 

In early XXXX, around the XXXX of XXXX to be specific, after meeting the requirements of the offer, I again was prompted by the Citibank website to open a chat box, so I did, and in that chat the Citibank representative again confirmed that I had met the requirements of the promotional offer and would be receiving the points within 90 days. Lastly, in XXXX I ONCE AGAIN chatted with a representative who again confirmed I was good to go with the offer and would be receiving my bonus offer miles of XXXX by the beginning of XXXX. I thought the matter was settled. 

Now, here we are several months later. I have since paid {$60.00} for what I view as subpar service for my Citigold account, and spent countless hours typing and having my husband call in to Citibank ( I am VERY hard of hearing and struggle on the phone ) to get them to honor what they as a company promised, and what they as a company confirmed on XXXX separate occasions I would receive. 

I did not keep that initial mailing letter ... these now 7 months later. I did keep documents related to my account opening as I do all important documents, but I had never thought I 'd need proof of what Citibank itself offered me. My fruitless correspondence with them so far has seen them request I provide proof of the mailer. I have account opening information as well proof that I was eligible for the promotional from multiple Citibank employees ... Citibank expecting me to hang onto a mailer of an offer they sent me in order to receive what they promised, when nowhere in their terms and conditions is it stated that its required, is simply unjust. 

Between the fees I 've paid, and the unfortunate handling so far regarding this promotional offer, I have already been forced to reconsider my banking option. I know I 'm not alone with my information having gotten lost in Citibank records. 

Lastly, the letter I received insinuating I am lying about signing up under this promotional offer was offensive to me as I always aim for honesty in my dealings. 

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