Consumer complaint received 2026-02-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
This complaint is a follow-up to CFPB XXXX # XXXX due to XXXX  incomplete investigation and procedural closure. 

ATM failure Incomplete investigation Missing funds ATM malfunctioned during my deposit. Money was inserted but not credited. 
During XXXX of the deposits, the ATM malfunctioned after I inserted the cash, and the funds were not credited to my account. I reported the issue promptly, but XXXX investigation only reviewed XXXX transaction and did not address the second deposit or the malfunction. The funds remain missing. 

Citibank failed to investigate all activity related to the disputed ATM visit, limiting its review to a single transaction despite the deposits occurring during the same visit. 
Citibank investigated only XXXX transaction never issued a finding on the second transaction. XXXX ATM deposit was never investigated or resolved due to their ATM malfunctioning. 
Citibank has not provided documentation supporting ATM balancing records or transaction logs for the disputed deposit. 

On XX/XX/XXXX, XXXX XXXX at XXXX PM at an ATM located at XXXX XXXX XXXX XXXX, XXXX, CA XXXX. I made XXXX cash deposit transactions at the same Citibank ATM during a single visit. Both deposits were made during the same ATM visit and within minutes of each other. Both deposits were accepted by the ATM, On the date of the incident the first deposit of {$100.00} was accepted and credited. 
I then made a XXXX deposit attempt, during which I physically placed additional cash into the ATM. During the second deposits, I believe I deposited approximately {$300.00} but the ATM malfunctioned, and my account was not credited. While the exact amount XXXX not have been precisely counted at the moment, it was clearly more than XXXX. The ATM camera footage should show that I deposited another handful of cash during a XXXX  transaction. But after inserting the XXXX transaction into the ATM MACHINE, The ATM accepted my cash, then immediately displayed an error message and went out of order. The transaction did not complete, and the funds were never credited to my account. 
XXXX response states that system records do not substantiate a cash discrepancy. However, this conclusion fails to address a critical issue : What happened to the cash that was physically deposited into the ATM during the XXXX  transaction? 
The denial does not explain : Whether ATM camera footage was reviewed, how the second deposit attempt was analyzed, Whether the ATM cash totals were reconciled in light of ATM error, Or how Citibank accounted for cash that was placed into the machine but not credited. 

I contacted Citibank promptly to report the missing funds due to ATM error, Citibank opened an investigation but limited its review to only XXXX of the XXXX ATM deposit transactions. That investigation concluded that no cash discrepancy was found, and the claim was denied. 

Citibank later stated that I did not respond within the required timeframe. This is incorrect. I did respond, but the investigation was incomplete because the second ATM deposit transaction was never reviewed credited, or resolved after their ATM machine malfunctioned. XXXX response is inaccurate and XXXX did respond to Citibank promptly regarding my ATM deposit dispute. However, Citibank failed to conduct a complete investigation because there were XXXX ATM deposit transactions made during the same visit, and only XXXX transaction was reviewed. Also no mention about ATM error. 

Citibank now claims I did not respond within the timeframe, but this is incorrect. I did respond and reach out to Citibank about the missing funds right after the ATM XXXX malfunctioned. The real issue is that the investigation was improperly limited to a single transaction. The XXXX ATM deposit was never investigated, credited, or resolved, despite occurring during the same ATM visit and being part of the same error and including ATM malfunction. 
In addition to the missing funds, Citibank has not provided ATM balancing reports, transaction logs, or documentation supporting its conclusion for their ATM malfunction. The dispute was closed on procedural grounds rather than a complete investigation. Despite timely notice, Citibank limited its review to XXXX transaction and failed to address the XXXX  ATM deposit from the same visit, leaving the issue unresolved. 

XXXX response does not address the missing funds from the XXXX  transaction when their ATM malfunctioned and relies on a procedural technicality rather than the facts. This constitutes a failure to investigate all disputed transactions and an incomplete error resolution. 


Citibank relied on a procedural explanation rather than resolving the missing funds that their ATM machine took from me because their machine broke down after I put money in the machine leaving the underlying issue unaddressed. 

Citibank sent multiple letters with differing explanations, creating confusion and preventing a clear understanding of what was investigated and what remains unresolved. How about their ATM machine malfunctioning, they failed to address this issue as well. 

Despite timely notice and follow-up, the XXXX  ATM deposit remains unresolved. 

As of today, the funds from the XXXX  ATM deposit remain missing.

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