Consumer complaint received 2025-03-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
Subject : Urgent Investigation and Hardship Compensation Request ATM Deposit Issue ( Account Ending in XXXX ) Dear Investigation Department, I am writing to formally report an issue with one of your ATMs located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX 
On XX/XX/2025, at approximately XXXX XXXX, E.S.T. I made a swipe and attempted to deposit {$5000.00} at this ATM. However, the machine failed to accept the full amount and displayed an error message. In response, I removed some of the notes and waited for further instructions, but the system did not prompt me to proceed. When I attempted to retrieve the remaining cash, the ATM abruptly shut down, instructing me only to take my card. The machine did not return my money, nor did it allow me to complete the transaction. 
Shortly after, I successfully deposited {$700.00} at XXXX XXXX  E.S.T and {$1500.00} at XXXX XXXX  E.S.T. However, the initial amount that the machine took was not credited to my account. The balance of {$2700.00} is missing and it's causing me all types of costs. For every day that passes before this issue is resolved, CITI Bank N.A. shall owe me the same amount CITI charges for overdraft per day, which is $ XXXX. 
Upon noticing the banking staff leaving for the day, I immediately reported the issue to them. They advised me to contact customer service, which I did the same day. 
To resolve the matter, I visited the branch office where the incident occurred and spoke with the branch manager, XXXX XXXX. She informed me that the ATM is managed by an external company that services it only twice a week and advised me to check back on Wednesday. 
On Wednesday at approximately XXXX XXXX, I returned to the bank and spoke with XXXX XXXX again. She stated that the investigation was still ongoing and that she would follow up on my case. I provided her with my case number and transaction details. 
On Thursday at approximately XXXX XXXX, I contacted customer service again and spoke with XXXX, who declined to provide her last name or operator ID. She later transferred me to the Dispute Department, where I was informed that another dispute would be opened. XXXX XXXX, the branch manager returned my call after several calls to the bank. She made an appointment for me to see her at the bank the next day since the dispute team required my presence at the bank while she called them again. 

On Friday at approximately XXXX XXXX, I visited the bank again to follow up with XXXX XXXX, who went above and beyond to help me by calling the dispute team, I was then issued a new reference number. 
Despite multiple calls and repeated visits to the bank, my issue remains unresolved. This situation has caused me significant distress. 
Request for Immediate Action : 1. Review ATM surveillance footage from the time of my transaction. 
2. Conduct a thorough inspection of the ATM to determine if unaccounted cash remains in the system, as my transaction was rejected but the funds were not returned. 
As a long-standing Citibank customer , I am deeply disappointed by the delay in resolving this issue. I urge you to take immediate action to rectify this matter. 
I appreciate your prompt attention and look forward to a resolution at your earliest convenience. 
Sincerely, [ 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 monetary relief