Consumer complaint received 2023-05-08
Company: CITIBANK, N.A.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Complaint for horrible customer service and consistently being lied to. I opened a new acct on XX/XX/XXXXXXXX  and confirmed the acct had the promotion within a week. I have called over 30 times to resolve this issue and spoke to several supervisors. I opened an account eligible for Citibank 's new account promotion ( XXXX  ) on the phone. Criteria : Deposit and maintain a balance of at least {$30000.00} to earn a {$500.00} cash bonus. After making the qualifying deposit within the first 20 days, maintain that minimum balance for a consecutive 60days after the 21st day to receive the cash bonus. I opened an account in XX/XX/XXXXXXXX  and transferred XXXX from my personal bank checking account that is my main checking account. The customer service reps and supervisors confirmed that Im on track from XXXXbecause I called to confirm if I needed anything because I've been doing this process with other banks. Over the course of 6 months while trying to collect my bonus I got nowhere. Citi reps were confused that they either dont offer promotions or didnt know how to verify my account. They opened a " Case '' that was supposed to resolve the problem, but I still haven't seen a dime 3 months after I was supposed to receive the bonus. Even after the 90-day period I made sure I met all the requirements. Most of the representatives I talked to at that number had a very heavy accent and you can tell they didnt understand. So, I have to repeat myself over and over. The worst part is that they didn't understand my words. I called at least 8 times a month and have several complaints and reference numbers after CITI said they are denying me the bonus but at least 3 reps said I was on track before XX/XX/XXXX for the bonus. I had one rep named XXXX who said she promised me and my spouse will get the promotion and I met the requirements. Here are the complaints/reference # that were given to me and a summary of my complaints. XXXX ( XXXX ) XXXX XXXX stated in XX/XX/XXXX ( XXXX confirmed also on XX/XX/XXXX ) that I will ensure me and my family member will get the promotion bonus and I was on track, XX/XX/XXXX XXXX ( supervisor ) started a dispute because she said I never was eligible for promotion and accidently started over the clock for the prev. dispute so the customer service rep was confused when I called back, XX/XX/XXXX XXXX up on me and filed a complaint but they didnt give me a complaint #, called back same day and spoke to XXXX XXXX # XXXX, XX/XX/XXXX. XXXX ( supervisor ) ref # XXXX stated I need to send them a w9 tax form because the only way to get a bonus is if I have a tax id number. They even sent me {$20.00} on XX/XX/XXXX in my account because I told them they should pay to fedex the sensitive info because they could have told me this when I opened the account. Come to find out this was another lie because they denied me the promotion either way. I even sent in the promotion flyer that I got to the fax they provided. Finally on XX/XX/XXXX I complained one more time that I had the proper code and should have the promotion. I set up the same account with my family member and they got the account because they got locked out due to potential fraud issues. FYI. They sent me a flyer with a promotion to try again but you have to be a new customer. I have all my supporting docs. Latest ref number XX/XX/XXXX XXXX ref # XXXX. Resolution would be to give me my promotion and I was promised {$500.00}. Reported to 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 explanation