Consumer complaint received 2026-04-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDEN 1 CREDIT UNION, THE
State: CA

Complaint narrative:
Complaint Description Incident Date : XX/XX/year> Location : ATM at Golden 1 Credit Union XXXX XXXX XXXX, XXXX, CA XXXX Amount Involved : {$400.00} ATM Deposit Incident On XX/XX/year> at approximately XXXX XXXX, I attempted to deposit {$400.00} in cash into a Golden 1 Credit Union ATM located at XXXX XXXX XXXX XXXX XXXXXXXX, California. I used the farthest-left ATM machine at that location. I inserted my debit card, entered my correct PIN, and selected the option to make a cash deposit. I then inserted a total of {$400.00} in cash into the ATM. The money consisted of one {$100.00} bill, several {$50.00} and {$20.00} bills, and two {$1.00} bills. The {$100.00} bill had been provided to me earlier by XXXX, who was present at the location and waiting in the car while I made the deposit. After I inserted the cash, the ATM displayed the message : We have taken your card for security reasons. The ATM then retained my debit card and the transaction did not complete. I did not receive my debit card back, the ATM did not return my cash, and no receipt was issued. The deposit also never appeared in my account. Later that same day, I checked my bank account and confirmed that no funds had been credited from this deposit attempt. Initial Report to the Bank On the next business day, I went to a Golden 1 Credit Union branch to report the incident. I spoke with a Golden 1 employee named XXXX, who confirmed that the {$400.00} deposit had not been credited to my account. XXXX helped file a dispute and investigation report regarding the missing deposit. My debit card was canceled because the ATM had retained it. During the investigation process, Golden 1 issued a provisional credit of {$400.00} to my account while the matter was being reviewed. Bank Investigation Result On XX/XX/year>, I received written notice from Golden XXXX XXXX XXXX stating that their investigation determined that no error occurred because the ATM remained in balance. The notice also stated that the provisional credit of {$400.00} would be reversed on XX/XX/year>. I dispute this conclusion because I physically inserted {$400.00} into the ATM, the ATM retained my debit card during the transaction, I did not receive a receipt, the funds were never returned to me, and the deposit was never credited to my account. Although Golden 1 issued a provisional credit of {$400.00} during the investigation, reversing that credit would still cause me to lose the same {$400.00} that I deposited into the ATM. The funds were physically inserted into the machine and were never returned to me. Follow-Up With the Bank On XX/XX/year> at approximately XXXX XXXX, I returned to the Golden XXXX branch at XXXX XXXX XXXX and spoke with XXXX again XXXX I requested that the dispute be reopened. XXXX confirmed that the dispute has now been reopened and advised me that it would be a good idea to file a police report documenting the incident. I am currently waiting for a response from Golden 1 regarding the reopened investigation. Requested Review I am requesting that Golden 1 Credit Union conduct a full and proper review of this ATM incident, including review of : ATM transaction logs Card capture records ATM error or exception logs Any internal records related to the failed deposit Security camera footage from the ATM location on XX/XX/year> around XXXX XXXX Security cameras may show me approaching the ATM with the cash deposit, completing the ATM steps, and not receiving my debit card, my money back, or a receipt. Because the ATM retained my debit card and the cash I inserted was never returned or credited to my account, I am requesting that the {$400.00} provisional credit not be reversed and that the missing deposit be properly accounted for.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation