Consumer complaint received 2021-08-24
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX - I contacted Citi Bank as I could not locate any local branches or ATMs to deposit a check. As I am a NEW customer, the mobile app only allows you deposit up to {$2000.00}. The check was for a bit over {$2300.00}. Upon connecting to an agent, I was informed of several ATMs that accepted deposits. I made it clear that I had already went to one which the app specified but it was a XXXX ATM with no functionality to deposit funds. The agent advised me of several locations that should be able to assist. I went to three of them that night, all were generic ATMs. 

XX/XX/XXXX - I drive to the remaining locations provided only to realize that none of these are acceptable for deposit. I then research and found out that there are no local branches/ATMs in the city of XXXX. I call customer service to advise them of this, to which they finally confirm that if I want to deposit funds, I have to mail a check. ( This was after attempting to giving me more locations to try ). As I had spend the last two days driving to these addresses to no avail, I inquired why I would have to spend money out of pocket to get a check overnighted to cover expenses quickly. I then asked if I could have a one time courtesy to have the deposit limit removed due to no branches/ATMs anywhere in XXXX. I was told that wasnt an option. I asked to speak with a supervisor. I spoke to XXXX who blatantly hung up on me simply because I asked to speak with someone higher than her. I called back and escalated the call again and reached XXXX who I again asked for someone higher. In her exact words THERE IS NO ONE I COULD TALK TO, AND NOBODY AVAILABLE UNTIL AT LEAST THURSDAY. She even promised me that no one in the history of your company has EVER had their deposit limitation lifted. Now this is a very bold statement, as it would be impossible to know this, and goes against fair servicing. If youve done it for any customer for any reason, then the offer should be extended to me. Again I requested her supervisor, and she stated they have no oversight. This is absolutely ridiculous considering it would be impossible to have a staff on hand with no clear path of escalation. Ive worked in several call centers and upon request by customer, the agent is required to pass the call ESPECIALLY when the customer is mentioning filing a complaint with CFPB, XXXX, and making an executive complaint. I even advised that I was recording the call to which the agent stated again shed disconnect if I continued to request her direct leader. As I well know, unless I am using profanity, simply wanting to talk to someone in upper management is not a reason to disconnect from any customer. 

Is this how Citi treats new customers????? You have the knowledge to understand that branches are not available in the city of XXXX, but not have a contingency for customers with emergencies and in need of funds?????? I am holding true on my promise. This note will reach all 3 complaint routes, and I will surely discontinue to my business with Citi as your company CLEARLY does not value customers and has little understanding of your limitations in certain major cities.

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