Consumer complaint received 2020-11-17
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Saturday XX/XX/2020 at XXXX PST, I attempted to make a cash deposit in the amount of {$780.00} to my CitiBank checking account via my local branch 's ATM. Shortly after inserting my cash into the ATM the process was stopped & the machine printed out a receipt with the following message : " I'm sorry. Because of technical problems, I can't return your cash right now. Please take this record. For assistance, please call customer service at XXXX ''. 

Immediately after receiving this print-out I contacted the number provided to advise of the incident with the thought that the customer service agent would be able to appropriately resolve my issue with crediting my account as I had initially tried to do. The agent advised that an investigation will need to be opened for their team to research my issue and to expect a resolution in 10 business days. I explained to the representative that I fully understand all due process ( s ) on their end to be initiated but was unable to grasp as to why a provisional credit ( since it's a cash transaction ) could not be deposited immediately to which was informed that this is CitiBank 's policy, procedure and nothing more than pursuing forward with an investigation could be performed. The agent also stated that on Monday XX/XX/2020 to take a look at my ledger as there could be a chance of the deposit appearing and well, it wasn't. 

So I decided to go to the branch where the failed transaction occurred thinking an in-person conversation would be a more suitable approach for resolution. While the representative was very " sorry '' for this inconvenience but they would not be able to assist me in anyway and that I should again reach out to customer service to see if they could provide me with a provisional credit while their investigation was underway. After my visit I got back on the phone with customer service, spoke to a manager who then expiated my case but again said it's going to be 10 business days before any credits can be made to my account. And again, to check my account the following day ( today Tuesday XX/XX/2020 ) as there's a chance a credit may be made. As of XXXX XXXX XX/XX/2020, I've yet to receive any credit, my account is now overdrawn with a negative balance of - {$570.00}. I am now behind on bills, am negative with my checking account & after contacting customer service yet again was given the same run around of 10 business days an apology & that an e-mail would now be sent to the investigations department to request my case be accelerated. 

I'm an understanding, patient person & I know things happen. I for the life of me am unable to wrap my mind around why CitiBank will not work with me to credit my account and put me into a corner where I feel as my hands are tied and am at their mercy. I can't understand why my family and I are to suffer the consequences for my banks ATM error it just doesn't make sense. I've never filed any complaints before with CitiBank or even entertained the notion of coming to a time where I'd be contacting the Consumer Financial Protection Bureau for visibility. 

This situation has left a bad taste in my mouth, I know we as a country & the world are suffering from a pandemic it's a terrible time for us all. Finances I think for a majority of us are tight as it is ( not to mention the holiday season descending ) and writing this complaint I feel is for the best interest of myself & others that the CFPB be informed ( not the end of the world, maybe it isn't important to CFPB ) but it is to me. 

My wife and I are new parents, we work hard to try and are doing our best to keep ahead in these times just like everyone else. With banks, their willingness to accept our hard earned money is no question but when it comes to calling them out & owning up to an error on their end, is from what I'm experiencing with CitiBank, most disheartening. 

I've accepted that my chances of a swift resolve are bleak. I'll sit patiently while CitiBank sends their ATM technicians to check the machine, investigate my claim, eventually resolve and all the while swallowing the words " sorry for your trouble '' as my food for now. 

Going forward my lesson learned is no more ATM deposits with cash.

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 monetary relief