Consumer complaint received 2022-10-25
Company: CITIBANK, N.A.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
1. I have been client of Citibank since XXXX ( bank account and platinum Select MC credit card ). I have never had a problem as a client of Citibank or any other financial institution before. I always pay my credit card statements in full. 
2. On XX/XX/XXXX, around XXXX XXXX I made 3 different cash deposits at the drive-trough Citibank ATM XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX FL ( ATM ID XXXX ). Something that I regularly do and have been doing over these 18 past years. In general, I always use that same ATM. Thats because I usually go to XXXX XXXX once a year on holidays, and thats something I do after I pick up my car rental in XXXX or XXXX XXXXXXXX XXXX 
3. The problem started when I inserted the amount of USD XXXX ( in XXXX denominated bills ). 
4. The ATM made the typical noise when it counts the money after being inserted. However, suddenly the noise stopped abruptly and the screen went black. After a few seconds an unusually small receipt ( copy of which I attached hetero marked as exhibit I ) was printed by the ATM : Im sorry. Because of technical problems, I cant return your cash right now. Please take this record for assistance. 
5. I contacted Citibank customer service right away through a phone using the number specified in the ATM receipt. 
6. After I explained the situation, the account representative told me that sometimes these things happen. And she said my account would be immediately credited in the same amount that had disappear inside the Citibank ATM ( USD XXXX ). She mentioned it was a provisional credit, and said that before 45 days the issue would be solved. I was really concerned and worried, but she said I didnt have to be, because someone would look into the matter as soon as possible. She reinforced the idea that technical problems happen every now and then. 
7. I was feeling very anxious and distressed but could not get any human face to face help from Citibank because it was XXXX XXXX and all Citibank branches were closed that day. 
8. The following day ( XX/XX/XXXX ), I logged into my account and found a letter for Citibank mentioning that in connection with my inquiry a provisional credit had been made and that an investigation was being carried out. The letter was very formal and did not specify any further details ( copy of said letter is attached Herero as exhibit II ). 
9. Despite my disappointment, I decided to trust Citibank. I asked myself what could possibly go wrong? After all, I had been a valuable customer for 18 years, something that I hear and read every time Citibank contacts me for whatever reason. 
10. Therefore, I used my credit and debit cards as I have always done, counting on the balance displayed by the city app and the webpage and relying on the way Citibank had always made me feel until that day : a valuable and trusted customer. I went shopping and paid for my daily life while vacationing in Florida. 
11. However, on XX/XX/XXXX, I logged onto my account and found a new letter ( attached hereto as exhibit III ) stating that the institution had finished the research and that the provisional credit was given in excess of USD XXXX. And that such amount would be deducted from the account on that same day ( XX/XX/XXXX ). I felt Citibank was accusing me of trying to steal XXXX from them. On that date, XX/XX/XXXX, and pursuant the Citibank webpage, the debit in the amount of XXXX was still pending. 
12. Finding myself back in XXXX, I immediately contacted Citibank customer service again, and made a new claim regarding this issue. I wanted to open a dispute on that final investigation. The new case was registered under the # XXXX ( see letter attached as exhibit IV hereto ).

13. I spent over an hour on the phone with the Citibank representative. Since I felt he could not reply basics questions about the initial claim, I demanded him that the conversation be recorded right away. I specifically requested that Citibank keep the debit in the pending status. I needed to buy something for my business and I was counting on having the money the ATM had swollen in XXXX. I mentioned several times that I needed the money in the account because an autopayment of my Citibank MC was scheduled for XX/XX/XXXX, and if they went through with the disputed debit of the USD XXXX, I would default on the credit card payment ( something that I had never done in my life. Not with Citibank or with any other financial institution in the world ). The representative reassured me 2 times during the call that no debits would be posted. Before hanging up, I informed the Citibank representative that I requested to see the ATM surveillance camera for that ATM for that day, XX/XX/XXXX. I also informed him of my intention to initiate legal actions for all the damages Citibank had caused and was still causing me. 
14. Since I was feeling mistreated, after I finished the phone call with Citibank, I decided to log again onto the account and take a picture of the pending status my account showed ( screenshot attached hereto as exhibit V ). I was feeling I was being the victim of a fraud performed by the same financial institution I had been trusting my savings and which had been charging me fees for keeping my account and credit card for 18 years. 
15. Im glad I did that, because on the following day, I logged again onto my account just to find out that Citibank had not honored its word to keep the disputed amount as a pending debit or a provisional credit. The debit appeared as now Posted ( the screenshot is attached hereto as Exhibit VI ), and the amount was effectively deducted. 
16. After Citibank failed to honor its word of keeping the debit as pending or as a credit, I dont feel I can trust Citibank anymore or expect a different outcome regarding the new dispute. Also please note that in the last letter I received from Citibank, it simply states that the institution will contact me as soon as the review of my account is completed. But it does not establish a certain date. Nobody knows when that will happen, but in the meantime Citibank took my money and I cant dispose of it after I have deposited the amount 50 days ago. I really need my money.

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 monetary relief