Consumer complaint received 2025-01-06 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XX/XX/year>, between XXXX XXXX XXXX XXXX XXXX  I attempted to make a deposit at a Citibank ATM located on XXXX XXXX in XXXX. Since I do not understand XXXX, I followed the icons displayed on the ATM screen to complete the transaction. After inserting my bank card and entering my PIN, I tried to deposit cash. However, due to my inability to understand the English instructions, I pressed the Check button. A slot opened below the ATM, and I placed XXXX {$100.00} bills ( totaling {$500.00} ) into the slot. The slot closed immediately after. 

Shortly afterward, the ATM prompted me to retrieve my bank card. At that moment, I realized I might have made an error, but the cash was already inside the ATM. I repeatedly inserted my card, hoping to reopen the slot, but the cash could not be located. 

I took photos of the ATM, including its ID number ( ID # XXXX ), and contacted my family for assistance. My family helped me call Citibank and report the issue. Over the phone, the bank staff, assisted by a translator, assured me they understood the situation and asked me to wait for their investigation. 

On XX/XX/XXXX, I personally visited the bank to follow up and provided the details again. The staff submitted an investigation request on their computer. Since then, I have been waiting for updates from the bank, but no substantial progress has been made. 

During this period, Citibank sent three letters : XX/XX/XXXX XXXX : Thank you for contacting us regarding the above-referenced checking account on XX/XX/year>. Please rest assured that we are reviewing your inquiry and will contact you in writing with the results of our investigation. 
XX/XX/XXXX XXXX : Thank you for contacting us regarding the deposit of {$500.00} made at the ATM on XX/XX/year>. We have completed our review. Our records indicate that there were no cash discrepancies at the relevant time and location. 
XX/XX/XXXX XXXX : Thank you for contacting us regarding the above-referenced checking account on XX/XX/year>. Please rest assured that we are reviewing your inquiry and will contact you in writing with the results of our investigation. 

I received each of these letters XXXX days after the mailing dates. 

This is the full account of what happened. During this time, I have visited the bank several times, but there has been no resolution or clarification of where the {$500.00} cash I deposited went. 

I am now seeking a clear explanation. Where is the {$500.00} cash that I deposited into the ATM? 
Did the ATM malfunction and consume the cash? 
Did a bank employee intercept the cash during processing and fail to report it? 
Or does Citibank assume that a customer like me, who doesnt understand English, can be easily deceived and has decided not to return my money? 

In this era of advanced technology and information systems, banks have access to sophisticated monitoring systems. Can this issue truly not be investigated and clarified? 

I demand a definitive answer. How can cash deposited into an ATM simply disappear? 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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