Consumer complaint received 2021-06-03
Company: CITIBANK, N.A.
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I used Citibank 's mobile check deposit feature on the Citibank application to deposit a check made out to me and my partner. I endorsed the check and my partner did not because I was not aware that we needed to have both signatures. I did not receive any confirmation from Citibank that my check had been received or was being processed, however, upon logging into my account, I could see that it was received. The amount of the check was {$3400.00}. After about a week without the amount being funded to my account and without hearing from Citibank, I called Citibank. I did not receive notice that my check had been rejected. My contact information was accurate and up to date. Upon speaking with a citibank representative, I learned that my check had been rejected because it needed the signature of my partner as both of our names were listed on the " pay to the order of '' section of my check. I asked where in their mobile deposit policy did it mention that all parties had to sign a check to deposit the check and the agent could not tell me. I asked for a copy of the mobile deposit agreement and the agent did not provide. I then asked to speak to a manager. I asked the manager for the deposit account agreement and the mobile deposit check agreement so I could read where Citibank required both parties to endorse a check for mobile deposit. The manager did not provide either document to me, rather referred me to the deposit account agreement at the time I opened the account implying that I might still have access to that agreement. My account was opened when I was a teenager - which was in XXXX or XXXX. To imply that I may still have access to my deposit account agreement from 20 years ago was ridiculous. The manager then informed me that the only way to get my check deposited was to go into a branch. I no longer live in a state with Citibank branches which I told the manager. She then said I could mail the check in which did not make any sense to me as it would provide no further verification of my identity nor my partner 's identity than a mobile deposit. I'm writing this complaint because Citibank a ) failed to notify me of my check being rejected and provide me with the reasons for rejection in such notice ( adverse action requirement ) ; and b ) when I requested the terms for mobile deposit and a copy of my agreement, Citibank did not provide either document. 

As a result, I had to have the initial check voided and XXXX ( the payor ) reissue a check to myself and my partner. XXXX reissued the check and I went to deposit that check for the same amount on XX/XX/XXXX. This time, I both myself and my partner endorsed the check. Citibank rejected my check again ( I received proper notice ). The reason for rejection was listed as " The payee ( s ) does not match the account title ''. While Citibank followed the appropriate processes the second time I deposited my check, I share this second attempt to show that there was no issue with my contact information and that Citibank failed to provide the proper notice the first time notwithstanding my contact information being accurate and up to date.

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