Consumer complaint received 2016-06-24
Company: CITIBANK, N.A.
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I opened a Citigold Checking Account with Citibank on XXXX using a promotional offer ( flyer attached - Attachment-1 ). 
I used the promotional code in the flyer to apply for my Citigold checking account ( A/C # XXXX ) and my account was reviewed and approved by the Citigold new account service team without any issues. 
After I met all the terms and conditions to obtain the benefits of this offer the incentive was not credited to my account. 
I allowed Citibank a little over 2 months time but no results. 
Thus I made the first inquiry regarding this promotion on XXXX ( see Attachment-2 ) and the customer representative indeed confirmed that I met the requirements for the promotion and confirmed that the bonus incentive will be credited to me that very same week. 

Here 's an exerpt of that communication XXXX : XXXX IhavecheckedyouraccountandIseethatyouhavemetwiththerequirmentsinyouraccount. 
XXXX : XXXX *requirements. 
XXXX : XXXX Thepointswillbecreditedintoyouraccountbythisweek. 


However Citibank never issued the credit. 

After that, I made multiple inquiries via telephone to follow_up and every time I kept getting told that I will be paid the promotional incentive that week/that month/ etc. 

Please keep in mind that there is also a relatively high monthly service fee associated with the Citigold account and Citibank has been charging me this monthly fee but not yet giving me the Promotional incentive. 

I must reaffirm that the Citigold checking account offer 's terms and conditions were all clearly listed in the promotional flyer and I have ensured to meet all these terms within the stipulated timelines in order to obtain the benefits of this offer. 
I should qualify for this promotion based on the following two reasons : First I respond to a promotion regarding a new Citigold account offer ; apply for it ; get approved by the new account servicing team and I retain/keep a physical printout of the offer disclosures ( see Attachment 1 ) which serves as a proof of eligibility. 
Second I entered the promotional code from the promotional flyer when applying for my Citigold checking account. 
My account was approved and the Citigold new account servicing team informed me ( during the account activation process ) that I will receive the Promotional incentive after I meet the terms during the account reviewing/activation process. 
Furthermore the customer representative has confirmed that I met the requirements for the promotion when I made the first inquiry regarding this promotion on XXXX ( see Attachment 2 ). 
Citibank should not take advantage of this misleading marketing advertisement to lure customers to open new accounts. 
Please keep in mind that there is also a relatively high monthly service fee associated with the Citigold account and it would take several months for new account holders to meet all the terms and conditions to obtain the promotional offer. 
It is not justifiable and should be considered fraudulent for Citibank to attract new customers using this false advertisement and collect high monthly service fee from new account holders and not honor the promotional credit after customers opened their Citigold checking accounts and met all the promotion requirements and paid the monthly service fee accordingly.

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