Consumer complaint received 2026-06-30 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Please note that this is not the same as we complained before. That was an extension issue, and this is the enrollment issue. also the amount is completely different. Dear Citi Team, We put the extension issue aside for time being and focus on the completely valid deposits under this promotion. We are writing to formally respond to your recent decision declining our request regarding the 4.00 % promotional rate under promo code XXXX, and to file a formal complaint regarding severe service negligence and total failure of disclosure by your branch staff. You may check your internal records to verify the exact date, time, and the representatives name who assisted us in converting our single account to a joint account and advising us on the deposit promotion in late XXXX. During our in-branch consultation in late XXXX, your on-site representative neither verbally informed us of any mandatory re-enrollment requirement to maintain promotional rates, nor provided any paperwork, disclosure forms, or written terms explaining the promotion rules. No critical conditions, rate expiration policies, or renewal obligations were disclosed to us in any manner. Relying entirely on your official in-branch guidance, we reasonably believed that all new deposits placed during the promotional window would earn the corresponding promotional rate for its full three-month term. Your system further compounded this disclosure failure by providing no automated alerts, no email notifications, and no in-account reminders prior to the promotion expiration. We received no warning that our rates would drop to the standard 0.09 % base rate, leaving us with no opportunity to take corrective action. The XXXX legitimate new deposits placed in good faith are listed below, each entitled to a full three-month promotional term : XX/XX/year> : {$100000.00} ( XXXX term ending XX/XX/year> ) XX/XX/year> : {$120000.00} ( XXXX term ending XX/XX/year> ) XX/XX/year> : {$28000.00} ( XXXX term ending XX/XX/year> ) All three deposits were improperly downgraded to the 0.09 % base rate upon the end of the initial promotion cycle. We only discovered the unauthorized rate reduction more than one month later. Our repeated inquiries were completely ignored until we submitted a formal complaint to the CFPB. This level of service negligence is unacceptable for a chartered banking institution. The interest shortfalls are calculated based on the exact rate difference for each deposits full three-month term : XXXX. {$100000.00} : calculated at the difference between 4.00 % promotional rate and 0.09 % base rate XXXX. {$120000.00} : calculated at the difference between 4.00 % promotional rate and 0.09 % base rate XXXX. {$28000.00} : calculated at the difference between 3.50 % promotional rate and 0.09 % base rate XXXX verified interest shortfall : {$2400.00} We withdrew our funds in late XX/XX/year> after losing full confidence in your disclosure standards and notification systems. This claim only requests compensation for the promotional interest we were legally entitled to receive for each deposits full three-month term. We hereby submit our formal resolution demands : XXXX. Retroactively apply the correct corresponding promotional rates for the full three-month term of each deposit listed above, and fully compensate the total interest shortfall of {$2400.00}. XXXX. Provide mandatory remedial training for all customer-facing branch staff to ensure all promotion terms, expiration rules, and re-enrollment obligations are fully explained verbally and documented in writing during every customer consultation. XXXX. Overhaul your banks promotional notification system to deliver clear, advance alerts before any promotional rate expires, including explicit notice of upcoming base rate changes and available ongoing promotions. XXXX. Implement a formal customer acknowledgment process requiring explicit customer confirmation that all promotion terms and conditions have been fully understood before participation. We expect a formal written response and timely full resolution of this matter.

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