Consumer complaint received 2020-04-19
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
1. On XX/XX/XXXX, my husband and I visited Citibank Magnificent Mile Branch ( Address : XXXX XXXX XXXX, XXXX, IL XXXX ) A banker, XXXX XXXX XXXX ( NMLS XXXX, phone : XXXX XXXX XXXX XXXX, email : XXXX ), helped me open the Citi Bank Account Package account, including new checking and saving accounts, with the promotional XXXX XXXX  XXXX XXXX bonus miles offer. I also received the email from Citibank on XX/XX/XXXX, saying that I have successfully got enrolled in this offer. Please see the attached figure for the offer details. 

2. To get the offered bonus of XXXX, XXXX XXXX XXXX XXXX miles, the banker asked me to complete two required activities : ( 1 ) deposit at least {$1000.00} into checking account and at least {$14000.00} into saving account by XX/XX/XXXX ( 2 ) maintain the balance in the account for 60 consecutive calendar days following the date when the deposit was made. Then, the bonus will be deposited to my XXXX account within 90 calendar days from the date when I complete the above required activities. I could offer the document from the banker showing the required deposit if needed. 

3. Therefore, following the bank 's guidance : ( 1 ) on XX/XX/XXXX, I deposited {$2000.00} new money to my new checking account and {$14000.00} new money into my savings account. ( 2 ) The total balance of {$16.00}, 000 was maintained in my accounts from XX/XX/XXXX until XX/XX/XXXX, which is way over 60 days. As a result, I completed the required qualifying activities to be eligible for the offered bonus and should receive the bonus by XX/XX/XXXX. 

4. However, I did not receive the bonus by then. So I contacted the Citi Bank by phone twice in XX/XX/XXXX and the representative told me they would reward me the bonus miles by the middle of XX/XX/XXXX. But, the bonus did not come XX/XX/XXXX. 

5. Therefore, on XX/XX/XXXX, I visited the CitiBank at XXXX ( XXXX XXXX XXXX, XXXX, IL XXXX ) and the banker told me I am eligible for the bonus and requested an investigation for me. The reference number of investigation XXXX. But, on XX/XX/XXXX, I received the investigation results in my online Citi account, saying that " Unfortunately, your account does not qualify for this promotion because the required depositwas not maintained for the stated timeframe. '' 6. On XX/XX/XXXX, I went to the CitiBank at XXXX again. Another banker who talked to us confirmed that I ameligible for the bonus and made another investigation request ( Reference number : XXXX ). She also got my XXXX XXXX account number to be deposited. However, on XX/XX/XXXX, the result was exactly the same as that XXXX. 

7. I definitely can not accept the results from Citibank and do believe should get the XXXX bonus miles, because : ( 1 ) I completely followed the guidance from the banker who opened new accounts for me and got me enrolled in this offer and completed all the required activities. I could offer the document from the banker showing the required deposit if needed. 
( 2 ) The offer enrollment confirmation email I received was saying that " Make a deposit of {$15000.00} or more ( multiple deposits allowed ) in New-to-Citibank funds into 1 ) the new Eligible Checking Account and/or 2 ) the new Eligible Savings Account ''. I completed all the required activities. 


So I sincerely appreciate it if you couldhelp me out.

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 non-monetary relief