Consumer complaint received 2018-06-07
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 Sunday, XX/XX/2018 I deposited ALL my money ( Cash ) into a Citibank ATM outside a bran in the city of XXXX, CA. Instead of crediting my account an error message on the screen and receipt appeared saying I'm sorry. Because of technical problems, I can't return your cash right now. The receipt did not even state how much I had deposited so I Immediately panicked. This is all the money I had in the world and losing this money will hurt me in so many ways. Since it was a Sunday I could not go into the branch and speak to someone so my next move was to call the customer service number listed behind the debit card. Customer service was only able to start a claim that could take 45days to be resolved and 10 days to see any credit in my account. Keep in mind that these are business days so it could be minimum of 2 weeks before I get any credit in my account. Unfortunately, I live check by check and it is the beginning of the month so rent and most of my bills are due. After standing next to the ATM for about an hour trying to get customer service to credit my account I finally have to leave. That night I could not sleep stressing over my financial situation. Finally the next days I decided that I had to go into the branch to speak to a manager to try to resolve this issue. This caused me to have to go to work late and lose hours not to mention how embarrassing it is when the bank teller accesses my account and sees that I have XXXXcents available in my account. After finally explaining to the teller my  situation the bank teller tells me that that ATM has been having tech issues after someone had attempted to deposit quarters. I asked the teller to get me the manager so we can resolve this only to find out that there was no acting branch manager in that location and that no one in the bank can access the ATMs to count the money. Teller then refers me to call customer service who then refers me to the branch. I was there for about 2 hours getting the run around until I had to leave to work. As of today Im overdrawn in my account, I have no gas, I do not know what my wife, daughter, and myself are going to eat tonight. I have called customer service every single day since multiple times a day asking to speak to the investigating unit but only get the run around. They tell me to speak to the branch and the branch tells me that they cant help me. They dont seem to understand the stress this has put on me and my family. I have no acquired late fees and to top it off my car broke down. If this wasnt an emergency I would not be going this far but it is. I have a family and have no money due to a technical error from Citibank. It is now XX/XX/2018 and I still have no funds and yes it has only been 3 days but I dont have any other money and my family have now been eating cereal and eggs since Monday because of this. I need help.

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