Consumer complaint received 2023-07-20
Company: CITIBANK, N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On the evening of XX/XX/XXXX, I went to the Citibank drive-through as it was after hours and the branch across the street was closed. I deposited {$2300.00} in cash at the Citibank ATM located at XXXX XXXX XXXX, XXXX XXXX, NJ XXXX. After depositing the funds into the ATM, I received a receipt from the ATM stating : CASH DEPOSIT I'm sorry, but because of technical problems, I can't return your cash right now. 

Please take this record. For assistance please call Customer Service at XXXX. 

I immediately called the phone number and explained what had occurred, and a dispute was opened, XXXX, on XX/XX/XXXX, I was given the credit back to my account of {$2300.00}. On XX/XX/XXXX, I was horrified when I received an email and checked my bank account to see that the funds were reversed stating that their investigation showed my dispute was unfounded. Of course, it was unfounded because they are looking at the wrong ATM. The ATM is located at XXXX XXXX XXXX, XXXX XXXX, NJ XXXX, which is the ATM at the branch and not the Drive through. 

I called when I received the email and letter and faxed the proof of the receipt to the dispute division 6 times as 2 of the 3 fax numbers are nonworking numbers and dispute # 2 was opened with XXXX while they reinvestigate which was opened on XX/XX/XXXXXXXX 

On XX/XX/XXXX, I called Citibank again to get an update on the investigation and was told that my dispute was again denied as no funds were located at the XXXX XXXX XXXX, XXXX XXXX, NJ ATM. This is again the wrong ATM address so of course my monies could not be found. 

I asked to speak with a XXXX based supervisor and for the first time with the 14-20 calls I've made I was finally transferred to one. A supervisor by the name of XXXX from the XXXX Call Center - Team XXXX XXXXXXXX, opened up another claim for me XXXX. She let me know that my monies would not be found as the back office keeps looking at the wrong ATM at the wrong address. XXXX told me that it takes 24-48 hours for a new dispute to be assigned to an investigator and that she would call me once the dispute was assigned that way she could explain to them the situation and get it resolved, to this date today XX/XX/XXXX, I have not received any calls back from here and have never been able to get transferred to another XXXX-based team or member. Today I had a conversation with XXXX XXXXXXXX XXXX XXXXXXXX, who would not transfer me anywhere or to anyone stating that she is not allowed to do so even after I told her that I had the information for the XXXX  team and was told to be transferred by any team member that answers the line. That did not occur and she hung up on me. 
MY commercial account is not in negative since XX/XX/XXXX, and I am being threatened with collection. I refuse to deposit any other funds in the account as my monies are stolen and there is no help or resolution. I even contacted the XXXX XXXX branch numerous times and was told that they can not assist me, even though that's the branch that I opened my account at. They claim the drive-through is a Citibank but it is a third-party company that handles it so it is out of their jurisdiction.

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