Consumer complaint received 2026-06-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau ( CFPB ), My name is XXXX XXXX XXXX I am a Citibank customer and a XXXX. I am submitting this complaint regarding Citibanks handling of a check deposit transaction, specifically its risk notification practices, the presentation of deposit status within its mobile application, and deficiencies in its complaint response process. I. Background On XX/XX/year>, I deposited a check in the amount of {$8600.00} into my Citibank account. According to Citibanks subsequent written response, the deposit was flagged for review by its XXXX XXXX Department shortly after it was submitted, and restrictions were placed on my account. Citibank further stated that the check was ultimately returned on XX/XX/year>. However, during the entire review period, I did not receive any telephone call, text message, email, mobile application alert, or other real-time notification informing me that the deposit was under fraud review or at risk of being returned. I only became aware of Citibanks concerns when I received a mailed letter on XX/XX/year>. What further contributed to my confusion was the manner in which the transaction was displayed within the Citi Mobile App. Initially, the deposit appeared as Pending. After approximately two days, the Pending status disappeared and was replaced with Deposit Teller. As an ordinary consumer, I reasonably interpreted this change to mean that the deposit had been successfully processed and credited to my account. Based on that understanding, I made subsequent financial arrangements and suffered actual financial loss. After discovering the issue, I contacted Citibank and submitted complaints, but the bank failed to provide meaningful responses to my concerns. II. Issues of Concern A. Failure to Provide Timely Risk Notification Citibank has stated that the deposit was flagged by its Fraud Prevention Department shortly after submission. Nevertheless, from the date of deposit until I received the mailed letter on XX/XX/XXXX, I received no warning of any kind regarding the transaction. In todays banking environment, Citibank has the ability to communicate with customers through telephone calls, text messages, emails, and mobile application notifications. Yet none of these methods were used. I respectfully request clarification regarding : 1. Whether Citibank maintains procedures requiring customer notification when a deposit is flagged for fraud review ; 2. If such procedures exist, whether they are sufficient to reasonably protect consumers ; 3. Why no timely notification was provided in this case ; and 4. Whether Citibank believes that relying solely on ordinary mail satisfies its obligation to provide meaningful notice of significant account risks. B. Potentially Misleading Deposit Status Display in the Mobile Application The Citi XXXX XXXX initially displayed the deposit as Pending and later changed the status to XXXX XXXX. A reasonable consumer viewing this status change would likely interpret it as indicating that the deposit had been successfully processed rather than being subject to fraud review or potential return. I respectfully request clarification regarding : XXXX. The specific meaning of the status XXXX XXXX ; XXXX. How Citibank expects consumers to interpret the transition from XXXX XXXX XXXX XXXX ; XXXX. XXXX Citibank believes a reasonable consumer would understand from this display that the check remained subject to fraud concerns or return ; and XXXX. Why the application did not clearly display any warning or risk notice regarding the deposit. C. Deficiencies in Citibanks Complaint Handling Process When responding to my complaints, Citibanks written responses contained several factual inaccuracies and failed to address key issues. For example : XXXX. I deposited the check on XX/XX/year>, yet Citibanks response stated that the deposit occurred on XX/XX/year>. I would like clarification regarding how Citibank determined that date. XXXX. During the relevant period, my long-time Chinese-speaking relationship XXXX XXXX had already left Citibank, but I XXXX never notified. XXXX, the new one mentioned in their response has been assigned after my mother requested after the incident happened. This shows that Citibank conflated separate facts and did not carefully review my complaint. More importantly, Citibank repeatedly declined to answer the central questions raised in my complaints like timely ratification and the meaning of XXXX XXXX. Instead, the bank simply stated that the matter can not be disputed. This demonstrates a lack of basic respect, sincerity, and responsibility on Citibanks part that customers should reasonably expect ( see attachments ). III. Requested Relief I respectfully request that the CFPB review and investigate the following : 1. Citibanks procedures for notifying customers when deposits are flagged for fraud review and whether those procedures provide reasonable and timely consumer protection ; 2. The design and presentation of deposit status information within the Citi Mobile App and whether it enables consumers to accurately understand the status of deposited funds ; 3. Citibanks complaint handling procedures and the reasons for factual inaccuracies in its responses ; 4. Why Citibank declined to address key questions raised in my written complaints ; 5. What steps Citibank intends to take to improve these practices and better protect consumers ; and 6. I also request that Citibank consider reimbursement for the financial losses I suffered relating to the reasons above. I am not challenging Citibanks authority to review or return a potentially fraudulent check. Rather, my concern is whether Citibank provided timely notice, accurate account status information, and a meaningful complaint review process consistent with consumer protection principles. I respectfully request a formal explanation from Citibank regarding these issues and ask the CFPB to determine whether the banks practices are consistent with consumer protection standards. Thank you for your time and consideration.

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