Consumer complaint received 2022-12-17
Company: CITIBANK, N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
- XX/XX/2022 : Opened tiered bonus checking account under invitation # XXXX. 
Deposited required funds within 20 days of opening account {$300000.00} ( see attached ) - XX/XX/2022 : Received email confirmation of enrollment into Bonus program. ( see attached ) XX/XX/2022 : Balance on XXXX day {$300000.00} Maintained the required Minimum balance of {$300000.00} for the required 60 days. 
As per the program rules ( see attached ) the cash bonus of {$2000.00} should be paid within 30 days of completing all the activities. ( see attached statements ) - XX/XX/2022 : Filed a case # XXXX to determine when bonus would be paid on funds deposited. Was told by customer service representative that the bonus would be paid and reflected by XX/XX/2022 and the case should be answered within 5 business days. 

- XX/XX/2022 : Called and spoke to a customer service representative on the new accounts team by name of XXXX that advised XX/XX/2022 was actual date bonus would be paid and reflected in our account. XXXX indicated she would call us on the XXXX to confirm funds were in account and accurately reflected which she never occurred. 

- XX/XX/2022 : Checked account and funds still not reflected and never received follow up call form XXXX as committed. 

- XX/XX/2022 : Called new accounts team again and asked to speak to manager was connected to XXXX employee ID # XXXX who indicated this issue was sitting with the promotions team for review and investigation but there was nothing more he could do. Advised XXXX all terms and obligations required by the terms of the program have been met which he confirmed but he couldn't explain why this was not paid. Advised him was told I would receive follow up 5 business days from point case was filed which was on XX/XX/XXXX and to date we have not received one phone call or email correspondence. XXXX indicated there was no other management this could be escalated to and that I would simply have to wait for the promotions team to contact me. I advised XXXX there were no delays or obstacles when I opened account and made deposit but now Citi has to deliver on their promotion and financial commitment there are all kinds of delays and stall tactics. Advised XXXX I would be filing complaint with CFPB and he indicated he would encourage it. Also, noted that when I called automated system when selecting option for new accounts you immediately get connected to customer service rep in US within 3 minutes or less but when calling and selecting option for dispute wait time is elevated to XXXX minutes and your call is routed to an offshore call center where those individuals don't have access to details of promotion program. XXXX offered no response on this point and indicated I would need to wait for call or email from promotions team.

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