Consumer complaint received 2023-02-24
Company: CITIBANK, N.A.
State: WA
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
Hello CFPB team, On XXXX XXXX, XXXX, I logged into my Citibank online account, which is how I manage my Citibank credit card. Before my account was displayed, I received a promotional message directly in my web browser from Citibank offering a Cash Bonus if I opened a High-Yield Savings Account through Citibank. The terms were straightforward : put {$50000.00} or more on deposit in the new Citibank High-Yield Savings Account within 20 days of opening the account. Then, keep at least {$50000.00} minimum in the account for 60 days, and a {$450.00} bonus will be credited within 4 weeks of meeting requirements. 

This seemed like a good deal, so I signed up, fully funded my account within the first 10 calendar days, and kept my full balance on deposit with Citibank for 3 months. By XX/XX/XXXX - more than 4 weeks after meeting the requirements on XX/XX/XXXX - I had still not been credited the {$450.00} Cash Bonus advertised by Citibank when I opened my account. 

I contacted Citibank support on XX/XX/XXXX to ask when my bonus would post to the account. At XXXX XXXX, the support rep ( " XXXX '' ), informed me that the 30 calendar days would start counting from XX/XX/XXXX, and that meant my bonus would post before XX/XX/XXXX. 

I checked again on XX/XX/XXXX but the bonus still had not posted to my account. I contacted Citibank support again, XX/XX/XXXX at XXXX XXXX XXXX the support rep ( " XXXX XXXX ) confirmed that I had met the requirements, but that the bonus still had not posted, and that a dispute would be opened on my behalf. 

XXXX weeks later, I had still not heard back from Citibank or seen the bonus post to my account. I contacted Citibank support again, this time by telephone. The support rep I spoke with on XX/XX/XXXX told me that Citibank was unfortunately dealing with " lots of disputes for new account bonuses not being credited ''. She told me that she would add a note to my account saying the customer called. But then encouraged me to wait " just XXXX weeks more '' to get an update. 

Following that call, on XX/XX/XXXX I was provided a letter from Citibank ( titled, " Our Research Results '' ) through my Citibank online account portal. The letter mentions a promotion code and states that it " was not offered in conjunction with the above account ''. Furthermore, the letter asks for written proof that a Cash Bonus was offered to me, and states that " we do not accept a print out ''. 

This is deceptive marketing and very poor customer service. I signed up for an offer that Citibank pushed to me through their own online credit-card management portal, and now Citibank delays paying the bonus and now states that my account was never eligible for a bonus anyways. This directly contradicts every conversation I had with Citibank customer support - 3 times, who consistently made it clear to me that 1 ) they were well aware of the Cash Bonus promotion and 2 ) my balance and time deposit met the requirements for the bonus. 

It is almost bait-and-switch to promise a Bonus for opening an account, and then claiming, nearly 5 full months later, that no bonus was ever offered to me. It clearly was. I am attaching the screenshot I do have from when the offer was presented to me in my Citibank online portal. 
While I am extremely disappointed in Citibank 's handling of this situation so far, I still have hope this is a mix-up and the CFPB can help resolve this situation with Citibank. A fair resolution would be for Citibank to credit my account with the {$450.00} Cash Bonus they offered when I opened the Citibank High-Yield Savings Account they advertised to me on XXXX XXXX, XXXX. 

Best regards and Thank you for the work you do for all of us.

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