Citibank

It so happens that I received a phone call 5-10 min later regarding an attempt to collect a debt from the Same company that I just got off the phone with and I explained to the gentleman name Justin that was very helpful and understanding to the situation and is willing to work with me and he also did not understand why he called after I just spoke to someone about 5-10 min again but I am thankful that he did call. Justin I couldn’t get your last name but I do hope you are recognized for the great work that you do. You truly made my day much better knowing that I still have a chance. Thank you.

I did spoke to branch manager about his work and I asked him how can I leave feedback to their superior. He gave me advice and I left a feedback verbally to Citibank rep over the phone, the same time to make sure I do this review now through email. To get a customer sometimes take years, to lose customer you do not need even to say something, a look that you give can break relations. I really want this worker to be rewarded or promoted, people like him make a difference in our business life. Alex **. Ps. I am not perfect in English, since I never attended school in USA, but I hope you will understand my feelings.

Over a week later I checked, expecting to see the money deducted from my existing bank account. It was not! I had already set up my Citibank online banking, so I checked and found that I had a NEGATIVE balance; I had been charged a returned check fee. I had to wait until Monday to call yet again because the 24 hour customer support could not address the matter. Over and over the 24 hour customer service- I called either overnight or on weekends- either could not provide an answer or gave such unbelievable answers that I KNEW the information was wrong. If it was M-F on the One Step Sales Unit line at least I could ask to speak to someone like a supervisor. Further, there is NO WAY for a customer of Citibank to send an email or secure message to ask questions or receive help via the website.)

On Monday, I called Citibank One Stop Sales Unit and was told I was charged this fee because my other account had blocked the withdrawal. I needed a supervisor to really explain what went wrong; get the fee reversed, and to make a complaint that their own agent had told me that it could and would work the way she had set it up (and clearly what she told me was totally incorrect!). Despite all the promises in that first phone call with Citibank, Citi had made no attempt to notify me by phone, text, or email that the deposit had failed, or that I had been charged for a returned check.

That same day (14 days after opening by now) I went into my non-Citi account; arranged for the external link to the Citibank account; and I set up the transfer. Three days after I had seen the money was being sent to Citibank, the money was back in the original account. Again I had to wait until daytime hours to call to get a resolution. After speaking to 3 different people I got a real answer: the wrong routing number for Citibank was used (apparently there are many). That same hour, I set up a new transfer from my other bank account to the Citibank account using the correct routing number. That was 19 days after opening this account (the account must be funded within 30 days of opening to be eligible for the bonuses). The transfer was FINALLY successful 25 days after opening the accounts.

I then transferred the funds from the checking into the savings so I met all the requirements, and I had already set up the direct deposits weeks before to earn the extra $100. In every one of the at least 10 different conversations I had with Citibank customer service agents and supervisors up to this point, I made sure that I had clearly stated that I was opening these accounts with the goal of earning the promotional money. Each time I was told that it was documented in the records from the original phone call that I was eligible for the promotion (coupon code was applied)- every call until after meeting all the requirements and calling customer service to ask when I could expect the bonus deposited.

That call was on a weekend and that man tried to say there was NO record of any promotion being attached to the accounts that I had opened. I told him that made no sense because everyone else I had talked to said it was clearly there. He asked if I had a verification email. It had been so long since opening I had forgotten, but I DID have one and produced the code for him. He sounded so unprofessional, I asked to speak to a supervisor. He said he would transfer me. Instead for over 45 minutes before I hung up the landline, I listened to banging, distant music and occasional bursts of laughter. After 25 minutes of this, I called Citibank customer service line again from my cell phone and reported the whole thing to the female who answered.

This was all during COVID-19 in the summer so I had originally thought that was the cause for weird background noises (i.e. people working from home) but it was clear that man never made any attempt to transfer the call to anyone. As for the promotional bonuses, I made sure every requirement was met and waited an additional 10 days beyond that and still no bonus in my accounts. After those two fruitless calls on the weekend, I decided to just speak with a supervisor on Monday. She was great: she opened up a case, agreeing I had met all requirements on the date I had calculated. The case was answered within 3 business days via secure message.

They wrote that I had met every requirement but they did not have some tax document (W9) in my file. NO ONE had ever told me about needing to fill out some tax document. I downloaded the form and mailed TWO separate completed forms (with a note telling them in each envelope that I was sending two separate copies so they could not say they never received it) on two separate days from 2 different mailboxes. I heard nothing more, so about a week later I called again. After >20 minutes on hold, a customer service agent tried to tell me that I had to wait an additional 90 days now that they had the tax document in my file! I told her "No, not at all. The communication in my account says once the form is received, I will get my bonus."

She put me on hold again and again and FINALLY, another 15 minutes later, said she was gonna open another case- that the other was closed so she could not use that case number. The next day there was a notice in my account saying a new investigation had been opened and I should have an answer in several business days. Investigation results are always sent by secure message. Instead, 7 days after calling to open the 2nd investigation, I received an email in my home email account that stated:

"Dear ** Thank you for choosing Citi for your banking needs, and for your enrollment in the Citibank $400 Checking Offer. Unfortunately, we’ve determined you haven’t fulfilled the Offer’s eligibility requirements for the following reason: You did not provide your required tax documentation during the offer period." Again I would have to call the next day. The next day I called and asked for a supervisor at the One Stop Sales Unit number. I told her about the email I had received and that I reviewed every single document AGAIN and that nowhere did it ever state that I had to mail in a tax form as part of opening these accounts or, more importantly, as a requirement of earning the promotional bonuses.

She said would open YET ANOTHER investigation. I told her I hoped that she did (she was so apathetic I was not sure she really was going to) because whether she did so or not, I was going to file a complaint with the government agency for banking oversight because I had met every single requirement that they had in writing- and I even had a secure message from them stating I had met every single requirement and all that they were asking for was the W-9- and that they now have that for days, also.

FINALLY 5 days Later I received a secure message saying the $500 bonus would be deposited into my account and it was the same day. If only that was the end of it. After all these interactions, misinformation, lies, deceptions, poor customer service I, of course, have NO desire to maintain a relationship with Citibank. I called to see how I could close the account. She told me to move the money into one of the accounts and authorize her to close the account and they would send me a check. I repeatedly said I wanted to close both accounts. 3 days later the one account is closed. The other account is STILL OPEN with a $0 balance. So I had to call AGAIN. These people are ridiculously bad. There are not words for how bad they are. The ONLY thing they did WELL and as promised was send me the check within 10 business days. In fact I actually got it a full week before I expected to see it.