Consumer complaint received 2017-03-17
Company: CITIBANK, N.A.
State: VA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
On XXXX/XXXX/17, I went into Citibank located at XXXX in XXXX, VA - I was there to withdraw money from their ATM and to make an emergency deposit for someone. After withdrawing money, I proceeded to the teller window to make the deposit. The branch did not have deposit slips available, so I had to write the persons name and account number on a sticky note. The teller, XXXX, asked me if I had an account and I replied 'no '. She told me that I had to show a valid drivers license in order to make a deposit. I asked her why, because I was only depositing {$300.00}, and that I was n't requiring money back in change. She told me that it was required by the bank and Federal Government. Also, she said that if I had a check to deposit instead, then I would not need to provide my personal information and identification. I asked to speak with a branch manager at this point. The branch manager, XXXX, asked me what the issue was. I explained to him that I was only making a deposit and why they needed my drivers license and personal information. He told me that it was required by Federal Government Law and it was bank policy. I asked for written literature of this or documentation but he did not have this information. It was basically verbal. I asked him if I could find this info on their website and he said its not available. I asked for the Corporate contact information and he said he could not provide this to me. I also asked if I could speak with the District Manager, but again he said that he could not give me that information because it was for internal employees only. He instead gave me the Customer Service number to speak with an agent. I told him that I would need to speak with a District Manager because I did not agree with their verbal policy regarding identification being required to make a deposit. He explained that it was the only way I could make this transaction unless I had a check - otherwise they would need my personal information if I did n't have my drivers license. I had to make the deposit, so I proceeded back to the teller 's window and presented my drivers license. She took the information and gave me a receipt. The transaction took about 10 minutes for her to enter my license and personal information. I asked her for the District Manager 's information and she said she did n't have it. She asked me to get it from the Branch Manager. I told her that I already spoke to him and that I was not granted that information. She then asked her colleague and was told to give me the manager 's email address. She gave me the email address and did not apologize for the inconvenience. I was concerned at this point because she initially told me that she did not have the managers information, and the branch manager said the same thing. After leaving the branch I called their customer service at XXXX. I asked to speak with a Supervisor and that I wanted to make a complaint. A supervisor named XXXX came to the phone after 10 minutes or so. He told me that it was a Federal Government law which required them to ask for my license and personal information to make a cash deposit and that all banks do this. I told him that it was n't true because I made similar deposits at other banks like XXXX and XXXX, and they never asked for my license. He said that it was bank policy as well and it was for any amount of cash. I asked for the District Manager 's number and he told me that he could not give me that information. He said I could only file a complaint and that even if he called the manager, they would not answer the call. He then said that if I did not have my license I would need to provide my social security number and personal information. He told me that the bank did not have to post this policy anywhere nor online because it was Federal Law. The bank did not help me and treated me unfairly.

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