Consumer complaint received 2025-09-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I BANK WITH CITIBANK THROUGH ONLINE BANKING. THERE IS NO LOCAL BRANCH LOCATION TO DEPOSIT CHECKS OTHER THAN MOBILE DEPOSITS. CURRENTLY, MY MOBILE CHECK DEPOSIT LIMIT IS A MAXIMUM OF {$2000.00} DAILY. ON XX/XX/XXXX, I CALLED CITIBANK AND CHATTED WITH " XXXX '' THROUGH MY CITIBANK APP. I INQUIRED ABOUT MAILING IN MY TAX REFUND CHECK TO BE DEPOSITED DIRECTLY INTO MY CHECKING ACCOUNT AND ASKED FOR THE MAILING ADDRESS FOR EXPRESS MAIL. XXXX PROVIDED ME THE ADDRESS OF -- CITIBANK CHECK XXXX  BY MAIL XXXXXXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX TEXAS XXXX XXXX 

I INFORMED XXXX VIA CHAT THAT I NEED TO HAVE MY GOVERNMENT TAX REFUND CHECK FROM THE IRS MAILED VIA OVERNIGHT DELIVERY TO BE DEPOSITED INTO MY BANK ASAP. DUE TO THE AMOUNT OF MY CHECK BEING MORE THAN {$4000.00}. I ASKED XXXX ONCE MY CHECK WAS RECEIVED VIA EXPRESS MAIL -- WHEN WILL MY DEPOSIT POST? XXXX NOTIFIED ME THAT IT WOULD TAKE 1 TO 2 BUSINESS DAYS TO POST TO MY ACCOUNT UPON RECEIPT OF MY EXPRESS MAIL DEPOSIT. ON XX/XX/XXXX, AROUND NOON. I MAILED MY TAX REFUND CHECK VIA OVERNIGHT NEXT DAY DELIVERY WITH USPS. I WAS GIVEN A TRACKING NUMBER AND REQUESTED AN ACTUAL SIGNATURE FOR PROOF OF DELIVERY AND NOT AN ELECTRONIC SIGNATURE FOR SECURITY. ON THE BACK OF MY TAX REFUND GOVERNMENT CHECK, I WROTE MY ACCOUNT NUMBER AND THE WORDS " DEPOSIT ONLY '' ALONG WITH MY SIGNATURE. 
I HAVE PROOF THAT MY CHECK WAS RECEIVED BY CITIBANK ON XX/XX/XXXX AT XXXXXXXX XXXX AND SIGNED FOR BY " XXXX XXXX ''. I CALLED AND CHATTED WITH CITIBANK ON XX/XX/XXXX TO CHECK THE STATUS BECAUSE THERE HAD BEEN NO PENDING CHECK DEPOSITS MADE TO MY ACCOUNT. THIS IS WHEN " XXXX '' VIA CHAT ONCE AGAIN INFORMED ME THAT THE PROCESS CAN TAKE 1 TO 2 BUSINESS DAYS. I SAID TO XXXX -- OKAY, I WILL WAIT 48 HOURS AND IF THERE IS NO PENDING CHECK DEPOSIT APPLIED TO MY CHECKING ACCOUNT. THIS MORNING I GO TO MY ONLINE BANKING APP AND THERE IS STILL NO DEPOSIT NOR A PENDING DEPOSIT ON MY ACCOUNT. I ONCE AGAIN CONTACT CITIBANK AND SPEAK TO XXXX AGAIN... WHICH GIVES ME THE SAME INFORMATION AS BEFORE. SHE DID NOT SEE A DEPOSIT OF MY FEDERAL TAX REFUND CHECK OF OVER XXXX DOLLARS. I THEN BEGAN TO GET IRRITATED AS ANYONE WOULD. I OPENED MY ONLINE BANK ACCOUNT WITH CITI NOT KNOWING I WOULD HAVE DIFFICULTIES WITH MAKING MOBILE BANK DEPOSITS AND HAVING TO MAIL IN MY REFUND CHECK WAS TAKING A RISK, WHICH IS WHY I SENT IT EXPRESS PRIORITY MAIL. 
I THEN ASKED XXXX TO CONNECT ME TO A SUPERVISOR TO SPEAK WITH. XXXX THEN CONNECTED ME TO " RAYAN '' WHICH REALLY WAS NO ASSISTANCE AND KEPT ANSWERING MY QUESTIONS WITH GENERIC ANSWERS AS THEY ARE PROGRAMMED TO SAY. I ASKED XXXX ABOUT MY DEPOSIT THAT WAS MAILED VIA PRIORITY EXPRESS MAIL AND XXXX XXXX SAYS THAT PROCESSING CAN TAKE 2 WEEKS FOR CITIBANK TO PROCESS MY BANK BY MAIL DEPOSIT OF MY FEDERAL TAX REFUND CHECK. THEN AFTER A BACK-AND-FORTH QUESTIONS FROM ME XXXX XXXXXXXX CONTRADICTS HIMSELF AND SAYS THAT ONLY EXPRESS MAIL DEPOSITS ARE PROCESSED WITHIN 1 TO 2 BUSINESS DAYS. I THEN SAID TO " XXXX ' HAVE YOU BEEN LISTENING TO ANYTHING THAT I HAVE BEEN ASKING FOR OVER 30 MINUTES. I SPECIFICALLY STATED TO YOU THAT THE NATURE OF MY CALL/CHAT WAS TO INQUIRE WHY MY " BANK BY MAIL '' CHECK DEPOSIT SENT BY PRIORITY MAIL HAS NOT POSTED YET? " XXXX '' JUST KEPT SAYING THAT HE WOULD PASS ON MY CONCERNS TO HIS " DEDICATED TEAM '' WHOMEVER THAT IS. I THEN TOLD XXXX I WOULD FILE A COMPLAINT BECAUSE I REFUSE TO WAIT 2 WEEKS FOR CITIBANK TO PROCESS MY BANK BY MAIL DEPOSIT WHICH HAPPENS TO BE A FEDERAL TAX REFUND CHECK. NO ONE AT CITI BANK WAS HELPFUL AT ALL AND I AM FEELING VERY HELPLESS RIGHT NOW WITH MONEY THAT IS VERY MUCH NEEDED AND CITIBANK HAS AND TELLS ME IT WILL BE 2 WEEKS BEFORE I WILL HAVE ACCESS TO MY FUNDS OR BEFORE THEY EVEN APPLY TO MY CHECKING ACCOUNT. PRIORITY MAIL TRACKING # IS XXXX -- SIGNED FOR BY " XXXX XXXX '' ON XXXX AT XXXX XXXX XXXX XXXXXXXX XXXX TEXAS XXXX.

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