Consumer complaint received 2024-08-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: AZ

Complaint narrative:
I have filed previous complaints but Citi never addresses all my questions/concerns. This time, I have numbered each issue I would like a response to at the bottom. There are XXXX different issues I would like responses to please. 

Background : I opened a Citi checking account for the {$300.00} promotion they were offering ( as seen in XX/XX/XXXXXXXX XXXX attachment ) for XXXX direct deposits totaling {$1500.00} or more. I opened the account on XX/XX/XXXX via phone and the representative confirmed I was eligible for the bonus, and even commented I had not had a Citi checking account within a year. The {$1500.00} in direct deposits was completed on XX/XX/XXXX. The terms stated the bonus would be paid within 30 days after required activities were completed so when I had not received the bonus by XX/XX/XXXX, I initiated a chat with Citi on their website. They said they couldnt help me through chat but to call their number which I did. The representative I spoke to confirmed I met the requirements for the bonus and would be paid the {$300.00} bonus within another 30 days. 

On XX/XX/XXXX, I still had not received the bonus, so I started another Citi chat. They again tried to say they couldnt help me via chat and to call the number but since their verbal guarantee didnt seem to help last time, I said I wanted something in writing, so he transferred me to his supervisor on chat, XXXX. XXXX said I wasnt eligible for the bonus because I had a different Citi checking account which had activity this year and that I was not eligible if I had an account in the last 365 days. I told him there is no way that is accurate as the last Citi checking account I had before this current account should have been closed in XXXX and contradicts what the original representative told me. I asked to see any kind of documentation showing I had another account and he said he couldnt show me any but confirmed this was why I was not going to receive the bonus. ( Chat with XXXX attached ). 

I then filed a complaint and a different representative essentially stated XXXX was wrong as I had not had a different Citi checking account in the last year. They even confirmed I met the listed requirements which were not having an account in the last year and completing the direct deposit requirements but went on to state " however, on XX/XX/XXXX, {$800.00} was debited the account. As such, your XXXX Account ending in XXXX did not receive the bonus. '' They also attached a copy of the terms and conditions for the promotion that doesnt state anywhere in there about not being able to make withdrawals. Their attached terms state " complete XXXX enhanced direct deposits '' ( which they confirmed I did in writing ) and " to remain eligible, your checking account must remain open and in good standing from the time it's opened ... '' Again, nothing in there about not being able to make withdraws and my account should have also stayed in good standing as I maintained at least {$200.00} in the account throughout the time the bonus should have been paid, based on when their terms, I should have been paid in XXXX and based on what the second representative assured me I would be paid in XXXX. 

I responded to them with this additional information about their terms not starting anything about not being able to make withdrawals which the newest representative is stating why I wasnt paid and they have not responded and still seem to be refusing to pay me for their advertised promotion which I completed the requirements for so this seems like false advertising to me. ( Their response and the terms they provided in their reply are attached ). 


XXXX ) You state in your written response, 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. Please clearly show in the attached advertised promotion or the Term and Conditions that you provided as part of the previous denial where making a debit would make me ineligible for the bonus? If you are making up reasons to try and not pay the bonus that dont appear in the promotion or terms and conditions, isnt this false advertising? 

XXXX ) A previous representative ( supervisor XXXX XXXX told me in writing I didnt receive the bonus because I had another Citi checking account in the last year which I told him was incorrect and I wanted to see documentation regarding what he was referring to which he refused to provide ( documentation attached ). You later confirmed in writing that XXXX was incorrect and are now appear making up a new reason not to pay the bonus. How could he have stated something so blatantly incorrect in writing and why do I seem to get a different response from each Citi representative I correspond with? 

XXXX ) A phone representative told me on XX/XX/XXXX that I had already met all the requirements to receive my bonus and would be paid the bonus within 30 days. Are you denying I was told this? If so, can you please provide the call transcripts which state they may be recorded. Do you not honor your employees word? 

XXXX ) You are now also stating I did not complete a XXXX which Im hoping is just another made up excuse to try and not pay the bonus as I did complete the XXXX and send it back in. Are you really stating youve lost this form with my personal, sensitive information which is extremely concerning to me? You also already have my information from other accounts I have and have had with you so it just seems like another made up excuse to try and not pay. Please confirm if you have my XXXX on file that I mailed back or what steps you can assist with to help remedy as this is very concerning to me?

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