Consumer complaint received 2026-01-29 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/XXXX I withdrew {$1200.00} from my bank account after I was paid through direct deposit from my job that same day. 

On XX/XX/XXXX, my real estate agent requested for me to submit proof of funds which I needed the {$1200.00} to complete the offer that I gave out for a property I am interested in so I went to the closest Citibank branch local to me at XXXX XXXX XXXX XXXX XXXX CA, XXXX. I went in person minutes after my real estate agent advised me to submit proof of funds & I was at the bank at XXXX am morning time. Before I made my deposit, I counted my funds for verification & confirmation & noted {$1200.00} total which {$1100.00} were in {$100.00} bills ( XXXX of those ) & the remaining {$160.00} were mostly in {$1.00} bills with some {$5.00} 's & {$10.00} 's. Once I arrived at the bank, I realized it was close so I checked the hours of operation & noticed it was closed completely on Sundays so I had to deposit through the ATM. So I deposited into the ATM & the ATM did not read any errors nor malfunctions. I deposited the {$1200.00} & the machine immediately began to make scraping/grinding noises & the lid immediately closed so I couldn't get my funds back out. The screen eventually showed an error message stating " This ATM can no longer accept or dispense cash at the moment. '' It then released my debit card but did not issue me a receipt & it kept the lid closed down. I then began to panic & immediately checked my Citibank app to confirm if my deposit was at least in my balance in which it was not. My balance still only read XXXX cents available. Moments later, the lid opened on its own & it dispensed a stack of cash. I immediately counted the money & realized I was only given {$140.00} cash so I was still missing {$1100.00} left. I immediately called customer service afterwards to report the incident & also report the bank for stealing my money for the XXXX time, as a similar incident happened to me at the same bank on XX/XX/XXXX where the ATM took my money & didnt issue a receipt on that day also & did not register the deposit into my account either. I attempted to report the same incident but this time, the customer service phone reps did not want to help me & did not want to open up an investigation. Instead they told me to visit the branch in person the following day to speak with the manager. I attempted to open up an investigation with a total of about 8 different phone representatives from Citibank but they all denied the authority to be able to do so. So I presented myself first thing in the morning the following day on Monday, I was the 1st customer to enter the bank & I began to explain the incident to the manager & the manager cared less, so much that he did not want to even view the camera footage from the XXXX XXXX himself to witness my actual presence on camera when I attempted to make my deposit. I didnt even request to see the footage myself, I just wanted him to review it on his own & he was rejecting that action. I was also not given a provisional credit this time, which is different from last time since the last time they gave me an immediate provisional credit. At the end, within the same day of my money being stolen for a XXXX time from the same exact bank location, I asked my friends for an urgent loan. I had to burrow the {$1200.00} that was stolen from me from the ATM because my realtor was still asking for the proof of funds to initiate negotiations & now I owe my friends {$1200.00}, that amount I deposited in the afternoon at around XXXX pm by a citi bank close to my work place at city of XXXX but those deposits are not the initial deposits I made at the location of XXXX XXXX in the morning, that was my actual money I deposited & got robbed from in the morning. I need help because the bank is not trying to help me. Lastly, on Monday morning when I was the XXXX XXXX to show up at the bank even before the hours of operation, I realized that the ATM machine that I used the day before on Sunday it was no longer showing an error message, it was in service & many people were using it in the moment so that let 's me know that someone came to service the ATM which means that someone got a hold of my deposit but its gone unreported to me, nobody notified or the repair. Its as if they were actively monitoring the cameras to confirm when I left the bank so they could send a technician to open up the ATM, obtain my funds, & repair the ATM before an investigation was successfully initiated. So my money was ultimately stolen from the bank branch itself. Lastly, this is the XXXX time that the ATM 's at that specific location have stolen my funds without issuing a receipt at the very least & there are only XXXX ATM 's machines in that location in which both are confirmed defective because the XXXX time it happened to me, it was at the ATM that faces the bank 's entrance doors & this time that it recently happened to me again, it was the other ATM that faces the parking structure area. Its extremely suspicious that the ATM 's steal money & don't even issue any sort of receipt & dispense partial money, like in this last time to make it seem on the cameras that I was given my money back at the least when in reality I was only given {$140.00} out of a total of {$1200.00} that I had deposited. That is sketchy. Both times it stole from me it never issues any sort of receipt. Please help me. I have attached pictures that shows the money & timestamp that I deposited before I arrived at the bank in person to make the XXXX & XXXX of when the incident occurred.

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