Consumer complaint received 2026-01-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
On XX/XX/year>, at approximately XXXXXXXX XXXX, I deposited {$3000.00} in {$100.00} bills into a Citibank ATM located at the Citibank branch at XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( ATM ID XXXX ). The ATM counted the cash and displayed {$3000.00}, then asked me to confirm the deposit. After I selected Deposit, the ATM malfunctioned, audibly looping and re-counting the bills for over a minute. It then returned my debit card, issued no receipt, did not return the cash, and did not credit my account. Immediately afterward, the ATM displayed error messages stating it could not accept or dispense cash. I immediately contacted Citibank customer service while still at the ATM and opened my first claim ( XXXX ). My account later showed XXXX {$3000.00} ATM reversals, confirming that the ATM accepted the deposit into escrow and then reversed it due to malfunction. Citibank later denied that claim because it incorrectly entered the branch code and investigated ATMs at a branch in XXXXXXXX XXXX instead of the correct ATM in XXXX XXXXXXXX XXXX, even though I had provided the correct ATM ID. Citibank admitted this error and reopened the claim under a new reference ( XXXX ), but still denied it without physically reconciling the ATM. On XX/XX/XXXX, Citibank Branch Manager XXXX XXXXXXXX ( XXXX XXXX ) stated on a recorded call with Citibank dispute supervisor XXXX ( XXXX ) that a XXXX XXXX XXXX technician physically inspected ATM XXXX and observed a stack of {$100.00} bills inside the reject/escrow bin, confirming that my cash was physically inside Citibanks ATM. XXXX also confirmed the XXXX {$3000.00} ATM reversals on my account. Despite this internal confirmation, Citibank continued to deny my claim. Citibank has now opened and denied XXXX separate dispute cases for this same ATM deposit cases ( XXXX ) and ( XXXX ) each time without performing or disclosing any physical cash reconciliation, ATM balancing records, or surveillance footage, and despite the Branch Managers recorded statements and the video and photographic evidence I provided. This has now forced me to open a third case, ( XXXX ), for the same deposit. I have contemporaneous video showing ATM XXXX counting my {$3000.00} deposit, looping, malfunctioning, returning my card, and failing to return my cash, as well as photographs showing the ATM error state and later out of service status. These records corroborate that the deposit was captured by the machine and then improperly reversed. I repeatedly requested that Citibank provide the ATM cash reconciliation and balancing records, a physical inspection of the cash and reject bins, and the surveillance footage of my deposit. Citibank refused to provide any of this evidence and instead issued automated denial letters. Because Citibank failed to credit my {$3000.00} after capturing it, I was unable to make scheduled payments and suffered financial harm, including damage to my credit as well as late fees incurred due to late payments. Citibank is intentionally restricting all communication to fax and physical mail while refusing to provide any investigator contact or secure method to submit evidence, effectively preventing me from proving that my cash is inside their ATM Despite repeated escalations, no one from Citibank has provided so much as a single email update. The branch manager promised to call me on Monday after a difficult weekend caused by Citibank retaining my funds, I went to the branch in person and left my phone number when he was at lunch, and no one ever followed up I am requesting that Citibank be required to perform and disclose a full physical vault and reject-bin reconciliation of ATM XXXX for the date of my deposit, review the recorded calls and ATM surveillance footage, and immediately credit my {$3000.00} that remains inside Citibanks ATM. I have spent countless XXXX trying to get Citibanks support in fixing this, and given nothing but denials and dead ends. Tomorrow will make XXXX days since I had that money taken from me, and I can not put into works the stress and damage this has caused me. Citibank has refused to provide me a provisional credit while they do the investigation, and I am in disbelief at their lack of consideration and follow through regarding this entire situation I am requesting for the following- ATM cash reconciliation and balancing records ; physical inspection of the vault, escrow, and reject bins ; ATM error and service logs ; surveillance footage of my deposit ; documentation explaining the ATM reversals and denial ; confirmation of the technician inspection ; and copies of recorded calls confirming the cash was inside the ATM

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