Consumer complaint received 2025-12-03 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: AR

Complaint narrative:
To Whom It May Concern : I am filing this complaint regarding XXXX error in processing my checking account application, which resulted in an unintended account being opened and caused me to lose eligibility for multiple promotional bonuses intended for new customers. 

Issue Summary A few months ago, I applied online for a Citi checking account that included a welcome offer. During the process, the Citi website clearly displayed that my application was not approved. Because of this, I reasonably believed that no account had been opened. 

However, despite the website indicating a denial, I unexpectedly received a physical debit card in the mail shortly after. I never received an approval email, confirmation notice, or any communication explaining that an account had actually been opened. Due to Citi 's misleading online message, I assumed I did not have a Citi checking account. 

Later, I intended to open a new checking and savings account using a referral link from a friend : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX This referral program provides a bonus to new customers who open eligible accounts and complete required activities.

Additionally, I intended to participate in Citis Enhanced Direct Deposit offer, which states : Earn up to {$420.00} with Enhanced Direct Deposit Complete at least 2 Enhanced Direct Deposits ( EDD ) into your new Regular Checking account within 90 calendar days of account opening.

Both promotions are strictly limited to new checking customers. 

Because Citibank had opened an account for XXXX showing an on-screen denialI am now incorrectly classified as an existing customer and therefore blocked from accessing : The refer-a-friend checking & savings bonuses The Enhanced Direct Deposit {$420.00} bonus This financial harm is a direct result of Citis system error and lack of proper communication.

Requested Resolution To resolve this matter fairly, I request that Citibank : Close the mistakenly opened checking account that was created despite the system showing my application was denied.

Allow me to reapply as a new customer using my friends referral link, so that I may receive the promotional bonuses that I should have been eligible for including : The Refer-a-Friend Checking Bonus The Refer-a-Friend Savings Bonus The Enhanced Direct Deposit ( EDD ) Bonus of up to {$420.00} Restore my status as a new customer, since Citis erroneous approval prevented me from exercising my rights to participate in these offers.

These requests simply give me the opportunity to access the bonuses that I would have received if Citis system had accurately represented the status of my application. 

My Contact Information Name : XXXX XXXX Email : XXXX Phone : XXXX Approximate Date of Application : [ Insert Month/Year ] Citi Account Number ( if known ) : [ Insert if available ] I respectfully request the CFPBs assistance in ensuring Citibank provides a fair remedy, as their system error directly caused me to lose eligibility for significant new-customer bonuses. 

Sincerely, XXXX XXXX

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