Consumer complaint received 2023-05-05
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Confusing or missing disclosures

Complaint:
XX/XX/2023 I contacted Citibank to open a new personal checking account. I had a large check I needed to deposit as soon as possible and there were no branch locations within 250 miles. I completed the disclosures, opted in for digital signatures and electronic verification on the account. I submitted the requested verification documents immediately after receiving the docusign email. This resulted in high risk credit inquiry no. 1 on my credit. 
XXXX 4 days after submitting the application, I called Citibank to check on the status of the account/application. I was told that they decided to close the account because they believed it was fraudulant. They never contacted me for additional information to verify my identity or to even let me know they were unable to open the account. 
XX/XX/2023 I contacted Citibank again and began a new application ( number 2 ) over the phone. I specifically stated that I needed to open this account with digital/electronic verification due to the time restraint. She said no problem, as soon as she was done with the application, I would receive an email with my new account information, I can create an online ID and deposit my check via mobile deposit. 
XX/XX/2023 I contacted Citibank again to follow up because I had not yet recieved an email from them. They informed me that I did not opt in for electronic verification. I told them, I specifically stated I needed electronic verification because I have already submitted 2 applications in a week and still do not have an account and can not get the same straight forward answer from anyone single person. They said they could not open the application to opt in for the electronic verification, I would have to mail back everything after I received it in 7-10 business days or I could cancel that application and start a new one. I canceled the application. This resulted in a high risk credit inquiry AND an account opened with my ss number, so 2 additional marks on my credit history. 
XX/XX/2023 I contacted Citibank AGAIN... and started application no. 3. I opted in for electronic verification. I signed the signature card electronically immediately after receiving it and submitted the requested verification documents. I was told by 3 different agents that proof of residency can be a utility bill, an internet bill, OR a bank statement. I submitted a 17 page document containing a recent statement for my XXXX XXXX account, a loan payment due statement, AND the last page was a XXXX XXXX bill for my electricity. 
XX/XX/2023 I received another email to upload proof of address verification. So I resubmitted what I had sent the day prior. I contacted Citibank later that day asking for the status on the documents I submitted for verification. She said they are not acceptable. I asked how that could be... I submitted a loan payment request statement, a bank statement less than 30 days old, and an electricity bill. She informed me that the department who does the verification failed to review all pages of my submission, missing the last page with the electricity bill and instantly rejected my submission just based off the first few pages they chose to actually look at. Credit hit number 4. 

I am about to lose a {$15000.00} check because of this. The lack of communication with clients, failure to notify me of a denied application and the reason why, and failure to be thorough in the review of documents submitted is not acceptable and is more than likely going to cost me {$15000.00}. I needed this money, Im unemployed, waiting on XXXX, and this could have been a huge leap forward for me in life.

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