Consumer complaint received 2017-02-11
Company: CITIBANK, N.A.
State: WI
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
CitiBank was running a promotion last year where you had to open a new account, deposit {$15000.00} or more within 30 days, keep the funds there for at least 30 days, and within additional 90 days you would receive a {$400.00} bonus ( please refer to the attached letter dated XX/XX/XXXX for the summary of the promotion terms ). 

On XX/XX/XXXX, I called Citibank and opened new CitiBank account no. XXXX with XXXX # XXXX. XXXX assured me I will qualify for the offer as long as I will meet the other terms of the promotion. I had the {$15000.00} readily available and authorized immediate transfer to my new Citibank account. 

On XX/XX/XXXX, I rec 'd a letter from XXXX XXXX from CitiBank, asking me to fax a copy of my latest home phone bill or my current utility bill and their signature card. I faxed a copy of the most recent XXXX bill and the signature card to CitiBank on the very same day. I also followed up with a phone call to make sure they do not need anything else from me to be able to process the transfer of the {$15000.00} and was told they do not need anything else, and was assured again that I will qualify for the {$400.00} bonus. 

I monitored CitiBank 's withdrawal of the {$15000.00} on almost a daily basis and placed numerous calls to CitiBank, all of which are documented by CitiBank customer representatives leaving comments in their system, since I did not see the funds being transferred, despite my authorization on XX/XX/XXXX. I was again assured that it is merely their system error and that comments are being placed on my account that the promotion should be honored. 

The funds were finally withdrawn on XX/XX/XXXX, which is after the 30 days funding requirement. However, this delay was caused by CitiBank, not by me. I called again to verify that I will still qualify for the promotion and was again assured that I will. 

The account was opened on XX/XX/XXXX. Accounting for the 30 days to fund + the additional 90 days within which the {$400.00} bonus was supposed to be posted, that would take us to XX/XX/XXXX, by which the {$400.00} bonus was supposed to be posted. 

I gave CitiBank additional month before following up re the {$400.00} bonus. On XX/XX/XXXX, CitiBank representative XXXX ( employee ID XXXX ), told me that I do not qualify since the deposit was not posted within 30 days of opening the account ( see the attached chat session dated XX/XX/XXXX ). When I pointed out that it was Citibank 's fault that they did not withdraw the funds within 30 days, which I specifically authorized to be withdrawn on XX/XX/XXXX, and asked him to read the notes on my account, he changed his tone and confirmed that he sees the notes about the issue, but was unable to resolve the issue and merely placed a request on my account about the issue and assured me it will get resolved. 

When I followed up with CitiBank again on XX/XX/XXXX, this time with XXXX ( see the chat session dated XX/XX/XXXX ), she was surprised that {$400.00} bonus has not posted yet, and confirmed that their own comments on my account state " Citibank System error '' and " Promotion should be honored ''. She was also unable to resolve the issue, but assured me that their specialists are researching the issue and will get back to me within 30 days. 

On XX/XX/XXXX, I rec 'd a letter from XXXX XXXX, the same CitiBank employee who on XX/XX/XXXX requested additional information that was provided the very same day, stating that I do not qualify for the offer because the funds were not deposited within XXXX. 

I feel like CitiBank purposefully delayed transferring the {$15000.00} beyond the 30 day period to avoid having to honor the {$400.00} promotion. Despite their confirmation that it was their fault, they now refuse to pay me my {$400.00} bonus. I authorized the transfer on XX/XX/XXXX and had no control over when CitiBank would process the transfer. Thus far, having {$15000.00} with CitiBank, I only earned {$0.00} interest.

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