Consumer complaint received 2016-07-03
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A. (CA)

XXXX failed to pay me its advertised promotional bonus of {$500.00} for over three weeks beyond the due date of XXXX/XXXX/16, and required me to keep my account with them open until the bonus was finally paid on XXXX/XXXX/16. 

On XXXX/XXXX/16, my mother, my husband, and I each opened an individual account at XXXX based upon an advertised promotion : receive a {$500.00} bonus if a new account is opened with a deposit of {$50000.00}, the money is maintained for 30 days, and receive the bonus 90 days thereafter. My mother ( XXXX XXXX ) opened a trust account ending in XXXX, my husband ( XXXX XXXX ) opened an account ending in XXXX, and I opened an account ending in XXXX. At that time, the bank made an additional offer to my mother that if she deposited {$200000.00} into a separate wealth management account, she would receive another {$500.00} bonus, and she opened that wealth trust account ending in XXXX. 

After my husband made numerous complaints on behalf of all of us, he and my mother were belatedly paid their bonuses on XXXX/XXXX/16 ( without explanation for the delay ), and then finally paid my bonus on XXXX/XXXX/16. My husband filed a similar complaint with you, Office of the Comptroller of the currency, Case # XXXX. 

My husband made his first inquiry regarding the status of our bonuses via email on XXXX/XXXX/16, and received an email response that the bank would get back to him. He again asked via email about the status on XXXX/XXXX/16, and received an email on that date, stating in part, " It seems like you 've met the promotional requirements, but we ca n't credit the account unless approved by our back office. '' On XXXX/XXXX/16, my husband was informed by the bank via email, stating in part that " they are overloaded with credit requests and that they have n't gotten to your account yet, '' and " I know you have waited for quite a bit but what they are telling me makes sense. As soon as I get an email, I will forward it to you. '' On XXXX/XXXX/16, my husband emailed the bank saying that he believed they were in breach of contract for failing to pay the promotion on time as advertised : the bank made an offer ( the promotion ), I accepted the offer and made the deposit, and I complied with all terms. 

On XXXX/XXXX/16, my husband spoke with his contact at the bank. The contact told my husband that he was doing everything in his power to escalate this and get it resolved, but he believed that XXXX was very backlogged with these promotions. 

On XXXX/XXXX/16, the bank confirmed via email that my account had to remain open to receive the bonus. As a result, I was forced to keep my account open past the promotional time period in order to receive my bonus. 

On XXXX/XXXX/16, my husband emailed another bank contact about the status of my bonus, since the bank had finally ( belatedly ) paid the bonus to him and to my mother. The contact responded via email that " XXXX is a signer on the large account ending in XXXX, she received the credit for {$500.00} on XX/XX/XXXX into that account. '' This is incorrect for XXXX reasons : First, I never authorized my bonus to be placed into my mother 's account. Second, and more importantly, that {$500.00} was the bonus paid for opening that account ( not mine ), which the bank had previously confirmed via email ; it was not the bonus that was owed to me. 

The bank took my {$50000.00} deposit. I complied with all terms. There was no legitimate reason for delaying the payment of my bonus and for forcing me to maintain my account past the promotional deadline in order to receive the bonus that I was owed. I received the bonus on XXXX/XXXX/16, but still feel the practices of the bank should be reported to you. Thank you.