Consumer complaint received 2025-01-23 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: CA

Complaint narrative:
I am writing to formally lodge a complaint against Citibank for their failure to honor a {$500.00} promotional offer tied to a new account I opened in XX/XX/XXXX. Despite meeting all the promotional requirements, Citibank has repeatedly delayed the credit, provided inconsistent and misleading information, and failed to address the issue through appropriate channels. 

Details of the Issue : Promotion Details : Citibank offered a {$500.00} promotional credit for depositing {$30000.00} into a new account by XX/XX/XXXX. I complied with all terms, and Citibank initially confirmed that the credit would be deposited within 45 days of the qualifying transaction. 
Repeated Delays : On XX/XX/XXXX ( Day 48 ), I was informed that the processing timeline had been extended to 75 days and assured the credit would be deposited by XX/XX/XXXX. 
On XX/XX/XXXX ( Day 78 ), I was issued reference number XXXX but no resolution was provided. 
On XX/XX/XXXX, Citibank contradicted their earlier assurances, stating the credit would now take 90 days. 
On XX/XX/XXXX ( Day 91 ), despite the extended timeline, I had still not received the credit. A 52-minute chat with a representative yielded no resolution, with the agent suggesting I contact customer service by phone, perpetuating a cycle of ineffective communication. 
Attempts to Resolve : I have contacted several times from XX/XX/XXXX through XX/XX/XXXX, Citibank through multiple channels, including customer service, email ( Citigold support ), my assigned relationship manager, and chat. 
I have repeatedly escalated the issue, most recently on XX/XX/XXXX, but continue to receive vague responses, no resolution, and contradictory information. 
Impact : This situation has caused significant frustration, wasted time, and eroded my trust in Citibanks integrity and professionalism. Despite being a Citigold customer, I have experienced subpar service, broken promises, and blatant disregard for their promotional commitments. 

Requested Action : I request the financial bureau to investigate Citibanks handling of this matter, as their actions appear to constitute : Breach of promotional terms and conditions. 
Misrepresentation and misleading communication to consumers. 
Failure to resolve disputes in a timely and professional manner. 
I seek assistance in obtaining the {$500.00} promotional credit that I am entitled to, along with an explanation from Citibank regarding their behavior. Furthermore, I urge the bureau to ensure that Citibank implements measures to prevent such issues from affecting other customers. 

Please find attached documentation, including chat transcripts, emails, and other correspondence, to support my complaint. 

I trust that your office will take this matter seriously and assist in holding Citibank accountable for their actions. 

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 monetary relief