Consumer complaint received 2018-03-27
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My husband went to make a {$1500.00} in his CITI BANK checking account at XXXX XXXX on XX/XX/18 through the ATM before heading to work. The ATM spit out a receipt saying " I'm sorry. Because of technical problems, I can't return your cash right now. This piece of paper doesnt specify the amount that was just deposited at the time. When he checked his account the account stated {$0.00} dollars. He waited 2 more hours till the branch open to speak to the branch manager. During this time he had to miss work. When XXXX came around and the branch manager XXXX XXXX arrived she simply told him that the branch has nothing to do with the ATM and that this happens often. Completely wipe her hands and wanted nothing to do with it. She didnt lift a finger to try and help. She went inside the bank and went on about her business ; she didnt even provide my husband with the customer service number. My husband called the number on the back of the debit card where he was told he was going to have to wait 10 days and they couldnt do anything about it. I consider this THEFT from CITI BANK. NO ONE WANTS TO TAKE RESPOSIBILTY AND DO ANYTHING ABOUT RESOLVING THE PROBLEM. My husband told the branch ( # XXXX ) " MANAGER '' he was going to call the cops and she simply answered " okay called me when they get here '' as my husband waited outside the branch. The police made a police report and recommended to my husband to file a CIVIL LAWSUIT against CITI BANK which we have already contacted our lawyer for this matter. Our bills are complety on hold due to this and we are being charged late fees. We have contacted every number we could find and search on the internet and everyone has given us the run around and told us that we have to wait 10 days and that a investigation has been open. As I did some research I read that a lot of other CITI BANK customer have has the same problem several times and no one has resolved their issue either. This is THE MOST UNPROFESSIVAL BANK AND INCOCIDERATED PEOPLE TO EVER TRUST WITH YOU HARD EARNED MONEY. As per the branch ( # XXXX ) " MANAGER '' XXXX XXXX once I came to the branch to get an explanation why couldnt she just open the ATM and withdraw our money that was in LIMBO and we need ASAP to cover out due bills, she was the most UNPROFESSINAL BRANCH " MANAGER '' we have ever dealt with. She refuse to help us with anything and actually threaten us with having to close our account. She just repeated that this happens all the time and she cant do anything about it. She mention that they have a company called XXXX that comes once a month and she knows nothing else that she can do for us as she walked away smiling and got back to her personal call in her office. She said to me that she would have the cops drag me out of the branch ( # XXXX ) if she had to. The NASTIEST person I have ever come across in my life. I thought MANAGERs are there to help the customer and see if they can reach a solution to the problem at hand. This woman didnt lift a pen to help instead made threats, claimed this happens all the time at this branch ( # XXXX ) and she smiled to me and my family as she walked away. My husband spent an entire day trying to resolve this horrible matter with ZERO RESOLUTION. He had to miss work which means MORE MONEY LOSS DUE TO THIS HORRIBLE MATTER.Today is XX/XX/18 MONDAY and we still have not gotten our money back. Again this is THEFT from CITI BANK. We have called Customer service and we have been hung up on and given the run around over and over. We have yet to cover our pass due bills no one is willing to help. I have some family members that have CITI BANK and THEFT will be closing their accounts due to this DISSASTER and DEFT.As I mention we have contacted our lawyer and will take this to court since we feel some one is go to answer for this MESS and THEFT.

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