Consumer complaint received 2018-03-18
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: CITIBANK, N.A.

Complaint:
XX/XX/XXXX - I opened a checking account at Citi bank in a branch located at XXXX XXXX XXXX, XXXX XXXX, CA XXXX, they promised me {$300.00} USD promotion if I 1. Deposit {$15000.00} 2. Maintain a minimum balance of {$15000.00} for sixty ( 60 ) consecutive calendar days I signed the XXXX form on-site XX/XX/XXXX - The lady XXXX XXXX who helped me open the account emailed said that there's a problem with the XXXX form I signed, they want me to visit and sign again ( email attached ) XX/XX/XXXX - I visited their location at XXXX XXXX XXXX, signed the XXXX form with updated notice on it. 

XX/XX/XXXX - XXXX sent me email again said there's a problem with my XXXX form, want me to visit and sign again ( email attached ) XX/XX/XXXX - I visited their office again and signed the XXXX form again XX/XX/XXXX - The {$15000.00} fund was deposited ( statement attached ) XX/XX/XXXX - The {$15000.00} for sixty ( 60 ) consecutive calendar days reached ( statement attached ) XX/XX/XXXX - I need to use the money, as the deposit days have already reached 60 days, I reached out their customer service and asked for back account downgrading to Basic Banking package. This package requires - A direct deposit AND a qualifying bill payment OR - Having a combined average balance of {$1500.00} Their customer staff promised me that I can withdraw my money, and they will waive the service fee before it downgrades to Basic Banking page. And it should be effective in like a week. 

( live chat dialogue attached ) XX/XX/XXXX - I still didn't see the {$300.00} bonus they promised, but I noticed that they sneak in a $ XXXX Monthly Service Fee on XX/XX/XXXX. I contacted their customer service again. This time they claimed - Downgrading account would disqualify account for receiving {$300.00} bonus - Downgrading seems not completed as there's a pending promotion - It could take 90 calendar before the bonus deposit - They agree to waive the {$25.00} USD fee ( live chat dialogue attached ) XX/XX/XXXX - I still didn't see the bonus, and their online chat system seems to be broken, I called Citi Online Bank Support at XXXX, asking why the bonus is still not here. They claimed that they didn't receive my XXXX form, and that's why my bonus is still pending, and of course that's not true, I signed XXXX multiple times, I thought that may be just this bank 's internal communication problem, so I agree to send them a XXXX form again. 

XX/XX/XXXX - I signed a new XXXX form and mailed to the XXXX XXXX XXXX they provided at Citigroup  XXXX XXXX XXXX. 
XXXX  XXXX XXXX XXXX XXXX, SD XXXX The tracking number is XXXX ( XXXX XXXX XXXX XXXX ) And according to the record, it was already delivered on XX/XX/XXXX XXXX XXXX. 

XX/XX/XXXX - I checked the checking account, still didn't see the bonus, but found that Citi Bank sneaked {$25.00} USD monthly service fee again on - XX/XX/XXXX - XX/XX/XXXX even my account has {$1500.00} balance all the time.

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