Consumer complaint received 2021-03-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Confusing or missing disclosures
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
A {$400.00} signup bonus not paid as advertised when newly opening Citibank Account Package. 
Under the Promotion XXXX I opened the Citi checking and savings package on XX/XX/XXXX, fulfilled the requirement of depositing the minimum balance of {$15000.00} using Non-Citibank-funds on XX/XX/XXXX, kept the balance until XX/XX/XXXX, and waited until XX/XX/XXXX. Until now, no signup bonus was credited to my account. 
Specifically, I deposited {$500.00} on XX/XX/XXXX ( using XXXX from my non-citi bank account, I didn't remember XXXX XXXX  XXXX or XXXX ), deposited {$14000.00} on XX/XX/XXXX ( using ACH from XXXX XXXX ). I have Kept more than {$15000.00} balance until XX/XX/XXXX. 
I contacted Citibank several times since I met the requirement on XX/XX/XXXX to check my sign-up bonus status. I was told that I have fulfilled the criteria and all I need to do is wait until XX/XX/XXXX. 
eg. XXXX at XXXX, XX/XX/XXXX I have reviewed your account and checked you have met the above requirements as account was opened on XX/XX/XXXX and money deposited on XX/XX/XXXX so you have maintained the balance for 60 days that is XX/XX/XXXX, so please be rest assured, the cash bonus will be deposited in your account automatically anytime soon within 90 calendar days, that is before XX/XX/XXXX. 
XXXX at XXXX, XX/XX/XXXX : Reviewing your account i see that you have met the requirements to recevie the credit bonus. You will receive the credit within XX/XX/XXXX XXXX at XXXX, XX/XX/XXXX : I see that you have deposited {$15000.00} as of XX/XX/XXXX. The offer was that you must maintain a Minimum Balance for 60 consecutive calendar days from the date the Minimum Deposit is met. You qualified as of XX/XX/XXXX. 
The Cash Bonus will be credited by Citibank to your Eligible Checking Account within ninety ( 90 ) calendar days from the date you complete Required Activities. So you will receive it on or before XX/XX/XXXX. 
You at XXXX, XX/XX/XXXX : Another point : the fine print now is much more extensive! When I enrolled in, I am pretty sure that " XXXX is not qualified '' didn't show there, and I even had a snapshot. 
So, I have deposited XXXX using XXXX from my XXXX account last XXXX. I was doing so to see whether I set up my CitiBank XXXX correctly or not. It is not necessary at all. 
XXXX at XXXX, XX/XX/XXXX : I checked the account and the initial deposit was not via XXXX. So you should not have any issues. 
XXXX at XXXX, XX/XX/XXXX Yes, I request you to wait till the 90 days timeframe and check back. 
You at XXXX, XX/XX/XXXX : Fine print items and bonus credit varied every time as I checked the website. But I am pretty sure when I opened it, it was {$400.00} and I fulfilled the requirment of that time ( non-citi funds ). -- I using ACH transfer XXXX from XXXX, and using XXXX to transfer the other XXXX from XXXX ( just to test whether I have set up Citi XXXX correctly ). 
It seems that the transferring methods and non-citibank funds have more detailed requirement now. XXXX XXXX likewise is not allowed ; but it was not clearly stated last XXXX when I opened the account. 
XXXX at XXXX, XX/XX/XXXX : I can understand your concern. I can try raising a promotion dispute for you. 

XXXX The terms and conditions of Promotion XXXX are as follows : Open a new Checking account and Citi Savings account in Citibank account package between XX/XX/XXXX and XX/XX/XXXX. 
Within 30 days of the opening of the new eligible checking account, any owner of either eligible account must make a deposit of {$15000.00} or more in New-to-Citibank Funds into the new eligible checking account and/or the new eligible savings account. 
The remaining balance requirement may be deposited into either the eligible Checking Account or eligible Citi Savings Account. 
A minimum balance of {$15000.00} must be maintained for 60 consecutive calendar days following the date when the {$15000.00} deposit was made ( minimum balance ). 

" " '' '' Unfortunately, your account does not qualify for this promotion because XXXX credits are not considered a qualifying deposit. '' '' '' '' I believe that I should be credited the {$400.00} sign-up bonus for the following reasons : 1 ) I have confirmed with citi-bank agents several times and were told that I am qualified and all I need to do is to wait, 2 ) according to the fine print of last XXXX and XXXX reply, " I made the deposit using non-citibank-funds '' should be enough, but " XXXX is not qualified '' and other detailed restrictions were only added to the fine prints later.

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