Consumer complaint received 2026-02-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: CO

Complaint narrative:
On XXXX I applied over the phone to open the account because I was not able to do so on their website. This is when the Citi Bank employee promised me that I would qualify for the promotion if I met all the terms. I deposited {$30000.00} by XXXX and was supposed to receive a bonus of {$750.00} by XXXX. This did not occur and I reached out to Citi Bank Customer Service Repeatedly on several long calls- XXXX called ASKING TO SPEAK TO SUPERVISOR- XXXX in XXXX -PIN XXXX XXXX REQUESTING THEY LOCATE RECORDING OF XXXX PHONE APPLICATION. XXXX PROMISED TO CALL BACK AFTER PERSONALLY LISTENING TO APPLICATION CALL IN XXXX BUSINESS DAYS .. No responses XXXX called spoke to XXXX in XXXX XXXX SUPERVISOR- XXXX # XXXX - She said -WILL ASK ESCALATIONS TEAM TO LISTEN TO XXXX PHONE CALL FOR APPLICATION TEAM & ERU=EXECUTIVE RESPONSE UNIT TO CALL ME IN XXXX HOURS SOMEONE TO CALL ME BACK. ALSO SENT EMAIL TO BACK OFFICE.TOTAL TIME ON XXXX XXXX MINUTES XXXX called spoke to SUPERVISOR- XXXX in XXXX Philippines- # XXXX WILL SUBMIT REQUEST - ESCALATING TO TEAM THAT REVIEWS FEEDBACK- I STRESSED AGAIN I NEED SOMEONE TO LISTEN TO CALL ON XXXX BUT SEEMS NO WAY TO GET HIM TO UNDERSTAND I WANT CITI TO HONOR THE PROMISED XXXX MADE ON PHONE BY THEIR EMPLOYEE. Each call is lengthy and goes through several layers of frontline folks saying there is nothing we can do- there is no promotion code or enrollment on the account. I tried hard to explain that I was promised repeatedly during the application process and XXXX made it clear they will NOT honor the promises of their employee made on XXXX NOR will they attempt to locate the recording that other supervisors promised to do. Essentially CITI bank lied to me and had my {$30000.00} to use for their leverage for several months. The recording exists and they simply want to save the {$750.00} bonus they owe me. If I was told I DO NOT qualify for the bonus I would have not deposited {$30000.00} into CITI bank. Terms of the promotion that were promised to me on XXXX - Step 1 Open new account Opening an account does not guarantee that you meet eligibility requirements. Open a new Regular Checking account and enroll in the bonus offer the same day. Offer valid from XX/XX/XXXX to XX/XX/XXXX. Step 2 Fund your account Deposit New-to-Citibank Funds into your checking account within XXXX calendar days from account opening. The balance on your XXXX day will determine your maximum eligible cash bonus. Step 3 Maintain your balance Maintain the required minimum balance in your Regular Checking account for an additional 45 days from the XXXX day *. Your bonus will be paid to your open Regular Checking account between the XXXX and XXXX calendar day after account opening, and completing required activities. Only new checking customers can take advantage of this offer. Fees may reduce earnings. See Offer1 * We want you to have flexibility with this offer, so if you need to withdraw some of your funds during the balance maintenance period, just make sure you have at least {$30000.00} in your account to remain eligible to earn at least the minimum cash bonus of {$750.00}. ========================================== I am owed the {$750.00} bonus. I withdrew all of my cash from CITI on XXXX when I realized I was being lied to MORE than once by CITI employees.

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