Consumer complaint received 2021-06-22
Company: CITIBANK, N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened a Citibank Priority Checking and savings account at Citibank online using a promotion ( screenshots attached ). On XXXX XXXX my application was approved. On XX/XX/XXXX I requested an ACH transfer to Citibank which was delivered by ACH deposit ( $ XXXX ) on XX/XX/XXXX, which was the amount required to earn {$700.00} bonus. I have maintained this balance between both accounts the entire time since then. I have complied with all of the terms and conditions of the offer. 
After waiting the full period required, I should have received my bonus at latest on XX/XX/XXXX. After not receiving my bonus, I first called Citibank on XX/XX/XXXX. I spoke with XXXX who said they would investigate and send me a resolution within 10 business days by email- and she provided a password for me to access it. I never received an email as promised, but I did receive a letter on XX/XX/XXXX ( dated XXXX attached ) stating that I did not qualify for the promotion. However, the wrong promotion was cited in the letter. The promotion referred to in the letter ran from XX/XX/XXXX to XX/XX/XXXX. This promotion did not even exist when I opened my accounts. I immediately called. They told me that I should ignore the letter -- that they were still working on it, that it had not been decided despite what the letter said. She said that I will hear within 2 weeks by email and regular mail. Again, no response. Again I called on XXXX. After a long wait on hold, I was told that the case was closed, I asked for supervisor and asked them to call me back if disconnected. They disconnected me and never bothered to call back. I called back and spoke to XXXX who put me through to XXXX XXXX supervisor ). He confirmed it was closed and said he would file an appeal which would go to the research department and that I would hear in max 5 business days. He gave me a email password and a new reference number. He said that he could see who gave me that bad information and he would handle that accordingly. 
The next day when I received and accessed the email it was merely a letter saying they were investigating. On XX/XX/XXXX I called again and was told it was pending. Supervisor XXXX put me on hold and got on phone with a specialist. She told me that the specialist CONFIRMED that my account is ELIGIBLE AND QUALIFIED and that she would expedite the process of getting my bonus. She said she would follow up with me on Monday morning, XX/XX/XXXX at XXXX XXXX to tell me what date to expect my bonus. No one had the courtesy to call me at all Monday. 
I am frustrated and I believe that this is more than mere incompetence. When I was investigating this promotion, I had read on various websites that Citibank does everything to avoid paying bonuses. I foolishly assumed that the other individuals might not have met all the terms and conditions but that I would, so I would not have a problem. 

At this point, Citibank has had use of my money for over 2 months longer than they were permitted to, without paying a bonus. This has lowered my effective interest rate, given that a bonus is considered interest ( 1099 issued ). I believe that they are using delay tactics intentionally in order to hold customers hostage longer, and in effect, lower the interest rate they are paying. I hope that you will investigate their tactics given the numerous similar complaints. Note that many times during this process I have offered to supply them with the screenshots of the promotion but they were not interested.

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