Consumer complaint received 2018-11-19
Product: Checking or savings account — Savings account
Issue: Opening an account — Didn't receive terms that were advertised
Company: CITIBANK, N.A. (CA)

In XX/XX/2018 I saw an online promotion for {$600.00} if I opened a Citi Priority checking and savings account and within 30 days of opening deposited XXXX in new to Citi funds in a checking or savings account. It also required a minimum of {$5000.00} be in the checking and {$100.00} in the savings at any given time. I was required to maintain a XXXX balance for 60 days and I would receive the {$600.00}. 

I deposited the full XXXX on XX/XX/2018. As of this complaint, it has been 172 days and I have still not received the promotion. 

During this time I was twice charged fees despite maintaining all required minimum balances. The first time I was told it was because the accounts werent linked. Im not sure why the phone representative Id spoken to didnt link the accounts. I was refunded these fees, and then one month later charged fees AGAIN. This time when I asked why the fees were charged they had no explanation and just apologized and refunded me. 

Ive called multiple times regarding this promotion. Each time I was given misinformation. One time I was given a completely bogus phone number to call back ( this bogus number was given to me by XXXX - NMLS # XXXX ). 

At each call I confirmed that I was in fact eligible and met all requirements for the promotion. I was however told, despite not seeing it on the advertisement, that after the 60 days, Citi may take an additional 90 days to make the payment. I was told that I couldnt officially create a promotion dispute until that 90 days had transpired. 

On XX/XX/2018 after the 90 additional days ( total of 150 days ) had past I called and spoke to a XXXX to log an official promotion dispute. XXXX told me within 5 days they would evaluate my dispute. I received no call or information back so on XX/XX/2018 I called again. This time I spoke to XXXX XXXX # XXXX. XXXX guaranteed me that I would have the funds distributed to me by no later than XX/XX/18. He used the word *guarantee* and put it into his notes for the dispute under reference # - XXXX. 

On XX/XX/2018 after again not having heard a word from Citi, I called again. The first person I spoke to started reading the notes and, unsolicited, confirmed both that I qualified for the promotion and then said ohhhh, today is the deadline. They then told me nothing had been resolved yet. I asked to speak to a supervisor and was then disconnected. 

I called again and was transferred to supervisor XXXX - # XXXX. XXXX immediately upon giving me his employee number transferred me back on hold where I waited to speak to another supervisor. 

XXXX # XXXX from Client Relations picked up after a further 20 minutes and after reviewing the case says i shouldnt have been given a 7-10 day window since a promotion case should take about 30 days to be resolved. I explained to him that each time Ive called Ive been given a new timeframe in which the dispute would be resolved and I was tired of being given new dates. I asked what further needed to be confirmed since every employee Ive spoken with has confirmed Ive met the requirements. He told me the back office needed to confirm it, and I then asked to speak to the back office. 

He put a request to escalate the case. He escalated this to the client research team, '' and told me it should be resolved within 30 days. I'm not holding my breath.