Consumer complaint received 2025-08-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
XXXX'On XXXX XXXX XXXX I opened a Checking account with Citi Bank (Citi Access Account) using a promotional offer that would provide bonus interest. Offer terms state that depositing $30,000 of more in New-to-Citibank funds within the first 45 days XXXX XXXX XXXX and maintaining that balance in the account for an additional 45 days from the 46th day XXXX XXXX XXXXXXXX would result in a bonus of $750 which would be added to the account reported as an interest payment.XXXXOn XXXX XXXX XXXX XXXX XXXX  a call was made to Citi Bank at the number XXXX XXXX lasting XXXX  minutes and XXXX  seconds. As seen by the attached screenshot of the account, by this date and time all transactions had been made. The final transaction was at XXXX on the same day of the call, XXXX XXXX XXXX. The purpose of this call was to verify that once posted, the transactions would successfully qualify the promotion. The rep I spoke with confirmed I was meeting requirements and that upon the posting of those pending ACH transactions I would qualify for the promotion. I asked again and was told this clearly in no uncertain terms and that no further actions would be needed other than to maintain the account balances so long as the transactions posted successfully.\n\nAs seen in the screenshot, the transactions posted and no further action would be needed. I maintained the balance at XXXX  or above for the duration of the remaining offer period XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called Citi Bank at XXXX XXXX to check in on the promotion since all requirements should now be met. This call lasted XXXX  minutes and XXXX  secondsXXXXI was instead provided with information that suggests I never qualified for the promotion and only the original XXXX of deposits had counted towards the promotion for the $750. They claim that the way these deposited differ in some way that disqualifies them despite being new money ACH transferred from the same account providing the other funds.XXXXI explained repeatedly to the employee and later the supervisor that I had called prior to the XXXX XXXX deadline after all transactions were made to specifically avoid this possible outcome. I informed them that I was told and explained that I would be and was meeting requirements for the bonus. Despite this, I was only provided with repeated claims of not meeting requirements and a case number XXXXXXXXI was denied the $750 bonus agreed to and no additional money has been deposited into my account.\n\nIf there was an issue, this information should have been disclosed to me on XXXX  XXXX XXXX when there was time to rectify the issue. I was instead told there was nothing that needed to be done other than to wait. I do not believe the information I was provided with Citi bank on XXXX XXXX XXXX or that of the promotional offer were upheld and that the information I was told today differs from everything prior.'

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