Consumer complaint received 2026-02-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: CITIBANK, N.A.
State: MT

Complaint narrative:
I am submitting a complaint regarding Citis failure to honor the full terms of a business checking account promotional bonus, despite my meeting the required balance threshold based on explicit guidance provided by Citi staff.

Citi advertised a promotional offer for its business checking account providing a {$500.00} bonus for maintaining a {$20000.00} balance or a {$1000.00} bonus for maintaining a {$50000.00} balance. I reasonably relied on this offer and Citis representations regarding timing and funding requirements. Despite meeting the {$50000.00} balance requirement within the applicable qualification period, Citi paid only a {$500.00} bonus.

I initially visited the Citi XXXX branch in XXXX XXXX on XX/XX/XXXX to open the account and complete required paperwork. Due to Citis internal paperwork issues, I was told the account could not be opened that day. I later received a call on XX/XX/XXXX confirming that the account had been approved. I understand XX/XX/XXXX to be the official account opening date. 

Given the uncertainty created by Citi regarding the account opening date, I proactively contacted the XXXX branch on XX/XX/XXXX to confirm the deadline for meeting the promotional balance requirement. I was explicitly told that the balance must be met by the XXXX day, and that Citi effectively treats this as 46 days from account opening. I was told clearly that I had until at least XX/XX/XXXX to meet the balance requirement. 

I called again on XX/XX/XXXX and XX/XX/XXXX to confirm whether funds needed to be fully settled or merely pending, and to determine the most reliable method of delivery. Citi staff advised me that pending funds were sufficient and that a wire initiated the day prior would appear as pending the following day. 

Relying on these representations, on XX/XX/XXXX I initiated a {$35000.00} wire transfer from my XXXX XXXX XXXX  checking account. This brought my Citi account balance to {$51000.00}. The wire was debited from my XXXX account on XX/XX/XXXX ( records available ). Although the wire did not post to my Citi account until XX/XX/XXXX, this was still : within 46 days of XX/XX/XXXX ; within approximately 40 days of XX/XX/XXXX ; and within the XX/XX/XXXX deadline Citi staff explicitly provided. The attached bank statements corroborate the XX/XX/XXXX wire initiation, the XX/XX/XXXX posting, and the qualifying balance exceeding {$50000.00}. 

To comply with Citis guidance, I also incurred wire fees of {$18.00} from XXXX XXXX XXXX  and {$15.00} from Citi. 

On XX/XX/XXXX, Citi paid only a {$500.00} bonus. On XX/XX/XXXX, I contacted XXXX at the XXXX XXXX, who stated she would investigate. After receiving no response, I followed up on XX/XX/XXXX and was again told the issue would be reviewed. I received no response. I left additional messages on XX/XX/XXXX and XX/XX/XXXX, which were also not returned.

Citis actions resulted in partial payment of an advertised incentive after I met the higher balance requirement in reliance on Citis repeated and specific representations. Citi has also failed to respond to multiple good-faith attempts to resolve this matter through the branch.

I am requesting payment of the remaining {$500.00} promotional bonus owed. I have attached wire confirmations and account statements supporting the dates and balances described above, and can provide additional documentation upon request.

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