Consumer complaint received 2025-04-01 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Didn't receive terms that were advertised
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Regarding the handling of my Citi XXXX Checking account bonus. The treatment I received from local citi branch, particularly from the XXXX, was unacceptable and highly unprofessional. 

On XX/XX/XXXX, I opened a Citi XXXX Checking account under the guidance of a bank representative. I was explicitly promised a {$1500.00} bonus after meeting all the requirements over XXXX months. At the time of opening, the bank representative and I carefully reviewed the system multiple times, confirming that I was fully eligible, she said that I never open a golden checking account, I was qualified for all requirements. Over the next XXXX months, I maintained a balance exceeding {$300000.00} in my account, trusting the banks commitment. 
When the bonus was not credited, I repeatedly followed up : XXXX, XXXX, a bank expert opened a ticket to investigate the delay, but I received no response. 
After XXXX week, another relationship XXXX opened a second ticket, again inquiring about the missing bonus. 
Finally, a response was found, stating that I was ineligible because I had previously opened a general checking account in the same yearsomething I was never informed of at any point during account opening or multiple follow-ups. 

This response is entirely unacceptable. Not only was I misled into maintaining a high balance in the account for over XXXX months under false assurances, but when I sought clarification, I was met with dismissive and unprofessional behavior from the staff. The branch managers ( a ladys ) response on XX/XX/XXXX, XXXX me to " write down and remember on my own what I had done in the bank '' and that " even if you stay here all day, you wont get your {$1500.00} '' was both disrespectful and irresponsible. 
Additionally : When I sought accountability, the responsible staff locked themselves in a room and refused to address my concerns. 
The new relationship XXXX simply stated that he " took over the case from the previous XXXX '' and could not help. 
At no point did anyone apologize or take responsibility for misleading me. 
This situation amounts to misrepresentation and unfair banking practices. Had I been informed from the beginning that I was ineligible, I would not have been induced to keep such a significant sum in my account under false promises. This raises serious concerns about transparency and ethics within Citi Bank. 
I demand : XXXX. A formal written response explaining why I was misled and why it took XXXX months to inform me of my ineligibility. 
XXXX. A resolution and fair compensation for the time, money, and trust I invested in Citi Bank based on the banks false assurances. 
XXXX. A review of how such cases are handled to ensure that customers are treated with honesty, transparency, and respect. 

The branch info is as follows : XXXX XXXX XXXX, XXXX, CA XXXX

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 explanation