Consumer complaint received 2019-07-04
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My name is XXXX XXXX XXXX, the customer of CITIBANK US in New York. 

At around XXXX, on XX/XX/XXXX, due to my urgent requirement to make an online payment transfer of $ XXXX/- to an entity, I went to an ATM machine located at the CITIBANK Brank at XXXX XXXX XXXX, XXXX, New York , XXXX. 
To my UTTER SHOCK & SURPRISE!!! When I deposited my CASH of $ XXXX/-, into my SAVINGS ACCOUNT, 2 $ XXXX/- notes were ejected from that ATM machine back to me. HOWEVER, after that, as the CASH balance of $ XXXX/- was taken in & accepted by this ATM machine, there was no paper receipt that reflecting that this ATM machine had taken my $ XXXX/- CASH!!! 
I immediately, approached a male bank officer seated at the first cubicle for URGENT HELP!!! 
TO MY UTTER SHOCK, I WAS TURNED AWAY because according to this wonderful, well-trained bank officer that he had no time for me, even though I had expressed the critical urgency of my problem with CITIBANK where a Customers SUBSTANTIAL CASH of $ XXXX/- was involved in the Critical MAL-FUNCTION OF THEIR CITIBANK ATM MACHINE !!! I received absolutely NO CUSTOMER SERVICE NOR ATTENTION from that bank officer. 
I next approached a XXXX BANK OFFICER walking toward the front of this bank branch. AGAIN, this XXXX bank officer again refused to help me or offered any kind of Customet Service to me!!! 
As I began to feel extremely ANXIOUS about the FAILURES OF THE CITIBANK ATM MACHINE & THE FLAT-OUT REJECTION IF ANY BANK SERVICES TO ME BY, NOT ONE, BUT 2 ON DUTY BANK OFFICERS AT THIS BANK BRANCH. As I got more physically stressed & mentally trauma by this CITIBANK ATM FAILURES IN TAKING MY CASH BY NOT REGISTERING IT & THE OUTRIGHT CUSTOMER SERVICE REFUSAL TO ME BY WELL-TRAINED CITIBANK OFFICERS AT THIS CRITICALLY URGENT CRISIS, my well-being & health took a beating. Having no Citibank officers willing to help me, I was compelled to phone Citibanks online service for urgent help, while I stood next to the ATM machine in question. I told both the Citibank officer over the phone by her name XXXX, that my purpose in depositing my $ XXXX/- cash into my Saving accounts, through that ATM machine is to urgently make an ONLINE TRSNSFER PAYMENT TO ANOTHER ENTITY WHERE MY PAYMENT WAS URGENTLY REQUIRED TO SETTLE, FAILING WHICH LATE CHARGES & DAILY INTEREST FEE APPLIED. I ASLO INSISTED THAT MY CASH TO BE TEFUNDED TO ME IMMEDIATELY IN ORDER I COULD SETTLE MY URGENT PAYMENT!!! But all my information fell to deaf ears. I must have stood at the ATM machine holding on to that Citibank phone line for over long period of time when I was put on hold for several times, even when I asked to speak to higher authority to help to resolve my urgent situation, but instead of doing that, they terminated by call n made me wait for another Citibank officer, forcing me to repeat my complaint over again. 
After over 20 hours had lapsed, I received NO CONTACT WHATSOEVER FROM ANY CITIBANK PERSONNEL. I made another phone complaint but was given the same COLD SHOULDER TREATMENT!!! 
Now, today is XX/XX/XXXX, MORE THAN WEEK HAD PASSED BUT ABSOLUTELY WITHOUT ANY CONTACT NOR RESOLUTION TO MY $ XXXX/- CASH TAKEN BY CITIBANK ATM FROM ME, WITHOUT ANY ACCOUNTABILITY NOR TESPONSIBILITY!!!

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