Consumer complaint received 2026-02-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I went to Citibank on XX/XX/XXXX at about XXXX to withdraw {$300.00} from the ATM at the branch located at XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX. There was a man there toying with all of the ATM machines and they all slowly started to not work. He was using a binder to cover what he was doing at the machines. I wasnt positive when I attempted to withdraw {$300.00} from my savings account. However, I was there so long afraid to leave the machine once the ATM cash dispenser door jammed and the machine malfunctioned and my cash was not dispensed. I saw him at the machines and leave and then return to the machines. I took video footage of the machine ( attached ) I was at repeatedly trying to get its door open and the screen was blank. My cash was sitting behind the door. It took until XXXX XX/XX/XXXX for the transaction to clear my account. I went to the bank and spoke with the branch XXXX as I did not receive any cash from the transaction. She said this has been happening on weekends and that the bank wont pay for a security guard, and she said my testimony and description of the person and the time of the event would help them know where to start searching to find the culprit. The {$300.00} was temporarily credited to my account. I received the attached letter on XX/XX/XXXX that the bank investigated and found I received the money. This is a lie as I am on their camera footage standing for a good XXXX minutes trying to get the ATM door open and afraid to leave the machine because my {$300.00} in cash was sitting behind the door. I am XXXX % sure if the camera footage is examined, this will be what you see. I also have video footage the bank did not request to see, even though I told the bank XXXX about it and I told the person I spoke with when I called the night of the incident. I was out of town for work and will go to the bank and call the police to file a police report. I called the XXXX department on XX/XX/XXXX at XXXX and spoke to XXXX XXXX employee ID # XXXX ) on a recorded line and asked for copies of the information they used to determine this decision, that it is my right to the information ( as noted on the letter ) and XXXX ( wouldnt give his last name ) told me he can not give me the information and neither can his XXXX, when I asked. This is illegal practice. What is the point of a recorded line or camera footage if it is not actually used to stop theft and fraud? The bank is not protecting me and is not investigating the person who keeps stealing from the ATMs, and is instead allowing theft to occur at the customers expense. This is all illegal practice on their part. I want my {$300.00} back. In addition, there is a legal case against Citibank in New York Stare precisely about these situations and their failure to protect consumers. I will not stop until I get my money back and this situation is rectified.

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