Consumer complaint received 2024-08-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: AZ

Complaint narrative:
Citis latest written response to the CFPB confirms I was lied to or given false information on at least three separate occasions and also confirms they lied or gave false information to the Consumer Financial Protection Bureau in their previous responses on multiple occasions.

Citi confirmed on XX/XX/XXXX their representative told me I met all the qualifications for the bonus and would be paid within 30 days. They are refusing to honor what their representative said and are now stating she should have told me I needed to complete a W9 ( which I had already done ).

Citi confirmed on XX/XX/XXXX their chat representative supervisor, XXXX, lied or gave false information by saying I had another Citi bank account which is why I wouldnt be paid the bonus. When I assured him I did not and asked to see documentation, he refused. I had spoken to two different chat representatives on this day and neither mentioned anything about a W9. After being tired of being given the runaround and conflicting information from every Citi representative I spoke to, I asked that my account be closed and notified them I would file a complaint with the CFPB which they didnt seem to care about.

I filed a complaint with the CFPB and in Citis response stated On XX/XX/XXXX, you did complete the required enhanced direct deposits totaling {$1500.00}. However, on XX/XX/XXXX, {$800.00}, was debited the account resulting in not completing the requirement. They made similar claims on multiple CFPB complaints and initially ignored my request to show me how that disqualified me based on their advertised promotions and terms and conditions. It wasnt until after I pointed out their advertised promotion and terms and conditions did not state anything about not being able to make debits to my account which would likely make this false advertising, they admitted they again lied or gave me false information to me ( as well as gave false information to the Consumer Financial Protection Bureau on multiple responses ) and are now stating in their latest response that statement was not accurate and the only reason Im not getting the bonus is because I didnt complete a W9, which is another lie.

None of the three representatives I spoke to before closing my account mentioned anything about needing a W9. It wasnt until after I closed my account and filed a complaint with the CFPB they stated they didnt have the W9 and we are unable to update the tax certification status on a closed account. This seems like the fourth made up lie since I did complete the W9 and mail it back in, none of the representatives mentioned anything about needing a W9 until after I closed my account and are claiming they cant update records on a closed account. I would like to see the specific statute reference that prohibits Citi from updating my account if this isnt just another made up excuse to not pay the bonus. Additionally, Citi has my information from other credit card accounts I have open with them and could have easily credited one of those accounts at any time if they werent making up more excuses not to pay.

If it isnt another made up excuse/lie and Citi really has lost my sensitive, personal information, I would still like to be paid the bonus and for time spent since that is not my fault and they had three opportunities to let me know they didnt have it/lost it but did not inform me. In addition to the bonus and money for time spent, I would also like them to pay for a credit monitoring service if they really did lose my W9 with my SSN and other sensitive information.

I would like Citi to respond to the following two points : 1 ) I mailed back in the W9 in question and the three representatives I spoke to when my account was open didnt mention anything about not having the information which seems to confirm you had it. It wasnt until after I closed my account and filed a complaint with the CFPB that you made this new claim ( which appears to be your fourth incorrect claim or lie ) and almost seems like retaliation. Is this just another made up excuse or did you actually lose my sensitive, personal information?

2 ) Please provide the specific statute regarding your statement we are unable to update the tax certification status on a closed account or is this just another made up Citi excuse? You have my information on file from other accounts I have open with you and I could have completed another W9 ( prefer to do it through a secure portal this time since mail doesnt seem to work with you and doesnt provide proof the error is on your side again ). If there isnt a specific statute preventing you from making the payment, why havent you just credited one of my credit cards that I have with you?

Please note, I think being personally lied to on four separate occasions ( three of which you have already admitted to ) as well as you giving a false statements to the Consumer Financial Protection Bureau is unacceptable and if I am not given a satisfactory resolution this time, my next step will be to file a complaint with the FDIC Attachments include Citi 's previous responses to my CFPB complaints which contain their false statements to the CFPB and myself, their latest response which confirms it was a false statement, it also confirms that the representative did tell me I met all the requirements and would be paid within 30 days which they are refusing to do and confirmation that supervisor Monks statements were also false. Also attached are the print screens showing Monks false statements and their advertised promotion and terms and conditions.

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