Citibank Bank Account Or Service Complaint

Citibank Bank account or service department,

Checking account Deposits and withdrawals New Jersey

On - -, 2016, I had submitted a check with a large amount ( $20000.00 ) for deposit to a CitiBank ATM machine located at - - - in -. There was no indication on the machine that there could be any malfunction. However, after I had put the check in the slot as directed by the machine, a message was displayed on the ATM 's screen saying that there was a technical difficulty and the check can not be returned, a copy of the same message was also printed, and I was logged out of the system. The screen then returned to normal and there was no warning that the machine was malfunctioning for the next customer. I immediately called Citibank Customer Service, and the person told me to wait one day for the audit to take place at the close of business day, and the issue should resolve itself and I would be credited. I waited one day, but nothing had changed, and called Customer Service


a provisional credit. 46 hours had passed, and there was no words or email from CitiBank, anxiously, I call Custom Service again and asked why there was still no email or status. The representative told me that they had just assigned someone to investigate and that it would take at least 5 days for the investigation to complete. I should have pressed her about the provisional credit, but I forgot doing so on the call. Therefore, I called Customer Service again later that same day, at which point it was passed 48 hours period from my initial complaint. When asked about the provisional credit, this representative told me yet another story : He said that was a system wide computer system outage at Citibank at that time, this was probably the reason why the provisional credit was not granted in my account for the missing check, and that it would that 4 hours for the system to come back up and my credit should be granted at that time. At that point, I was frustrated and angered by the delay tactic and dishonesty of CitiBank and hang up the phone, having little confidence what he told me was the truth. Low and behold, four hours later, I was still not credited with the amount of the check and no information about check that was taken by the ATM machine. I firmly believe that Citibank is at fault here on multiple points : 1. The way ATM machine malfunction is unacceptable. There should not be in any scenario that a check is deposited, not credited or recorded and yet not return to the customer. 2. If the ATM machine is malfunctioning as the way it was, it should have a warning message displayed prominently that it may not be able to return a check to be deposited due to technical problem. But no such warning message appeared after I was logged out of the machine. 3. The customer representatives ' response to my query were inconsistent, each one telling me a different stories and none was found to be true. 4. The Bank seems to violate a Federal guideline in which it said after an error notice is submitted to the bank, the bank should provide a provisional credit to the customer until the matter is investigated and resolved. 5. If this happen to every customer who deposit checks to this machine and not get proper credit, this should be reported as a major problem to the federal agency to monitor and supervised. I waited 40 hours, and still no