Consumer complaint received 2016-12-17
Company: CITIBANK, N.A.
State: NY
Product: Bank account or service
Sub-product: Savings account
Issue: Deposits and withdrawals

Complaint:
To whom it may concern : I am writing to bring to your attention an urgent matter : the failure of my bank, Citibank, to credit to my personal savings account a {$2000.00} cash deposit. 
XX/XX/XXXX I entered my Citibank branch, located at XXXX XXXX XXXX, in XXXX XXXX, New York, to make the above-referenced deposit. The time was between XXXX and XXXX. 
As required, I swiped my bank card and entered my PIN code in front of the teller, handed over the {$2000.00} in {$100.00} bills to the teller ( XXXX XXXX ), was issued a receipt as proof of the deposit, and departed the bank. There was nothing out of the ordinary about the deposit : I 've done this many times over the 15-plus years I 've been a faithful customer of Citibank, in each case without incident. 
This time was different. I noted on XX/XX/XXXX that the deposit was not recorded to my savings account. I contacted Citibank 's Customer Service Department via their XXXX service line to inquire further into the matter. XXXX bank investigations ensued, each covering a date on which I believe I had made the deposit : XX/XX/XXXX and XX/XX/XXXX ( although an XXXX customer service line rep assured me that at a third date I requested, XXXX XXXX, was also researched ). Each investigation came back negative : Citibank was unable, absent the receipt, to track down the deposit. ( See attached. ) During and after the investigations, I also spoke with several Citibank representatives -- call center agents handling Citibank 's XXXX service line, the assistant branch manager in XXXX XXXX ( XXXX XXXX ) and the branch manager there ( XXXX XXXX ) -- to inquire into the bank 's inexplicable failure to record the deposit and its methods for tracing it. I never received a satisfactory response. 
Citibank 's failure to record the {$2000.00} deposit is totally unacceptable. It is inconceivable to me that the bank has no record of the transaction. The bank had at its disposal a computer log of the deposit, the swiping of my bank card and PIN code, as well as surveillance cameras inside the bank branch for recording the comings and goings of customers -- and my interaction with teller XXXX XXXX. 
Adding insult to injury, Citibank Assistant Branch Manager XXXX XXXX treated me throughout this ordeal in the most rude and unprofessional manner. Citibank 's representatives have also repeatedly resisted my requests for information that might shed further light on the investigations and the reasons ( or lack thereof ) for why the deposit was not recorded. 
The investigations now at a dead end, I have no choice but to escalate the matter. I am therefore writing the Consumer Financial Protection Bureau to lodge an official complaint about Citibank 's failure to fulfill a basic fiduciary duty : recording and holding safe money that I have entrusted to the bank. I request that the CFPB take all appropriate steps to insure the recovery of the {$2000.00} cash deposit. 
Please contact me at your earliest convenience so that we can bring this matter to a swift and satisfactory conclusion. 
Respectfully, XXXX XXXX Tel : XXXX ( home ) Cell : XXXX ( cell ) e-mail : XXXXXXXXXXXX

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