I was robbed at the ATM located inside this Citibank branch during business hours in the afternoon. No security was present, and staff failed to notice the blatantly obvious situation: a tall young man, face covered with sunglasses and a mask, was hovering over me while I used the ATM. Not knowing if he was armed, I followed safety protocols, cooperating while attempting to discreetly attract attention through exaggerated gestures and loud speech.
After the incident, I immediately reported it to the bank staff. When I described the suspect and mentioned his face mask, one teller responded aggressively, accusing me of discrimination against people wearing face masks. This was deeply inappropriate. It is incomprehensible that they would dismiss my valid description of the suspect. Additionally, I saw the suspect fill out a deposit slip beforehand, in direct view of the tellers, yet they claimed not to notice him.
The branch manager, who was actually quite kind, filed a report and assured me that I would be reimbursed. However, Citibank has denied my claim, citing the use of my ATM card and PIN—factors clearly explained by the fact that I was robbed. This denial demonstrates a complete disregard for context and responsibility, as the robbery occurred on Citibank premises, during business hours, at a staffed branch.
Since the robbery, I have spent countless hours trying to resolve this issue. Citibank’s representatives directed me to the branch manager, who had no further authority, while the central Citibank security team issued the denial. Customer service provided no substantial assistance, citing a rigid “process.” I was informed that appeals must be submitted via fax or letter—outdated methods that feel intentionally obstructive.
As a loyal customer for over 20 years, I am appalled. The unsafe environment at this branch, the staff’s incompetence, and the bank’s refusal to accept responsibility have been deeply disappointing.
Note that just last year the NYAG filed a lawsuit against Citibank for failing to protect and reimburse victims of fraud (The People of the State of New York vs. Citibank N.A., Case No. 24 Civ. 0659). It's obvious that Citibank's disgraceful behavior is systemic and longstanding.
For others who are victims of Citibank's incompetence and greed, I recommend filing complaints with the following organizations. I cannot add URLs here, but most will allow complaints to be filed online.
Consumer Financial Protection Bureau (CFPB)
• Online: yes
• Phone: (855) 411-2372
New York State Department of Financial Services (DFS)
• Online: yes
• Phone: (877) 226-5697
New York State Consumer Protection Board (CPB)
• Online: yes
• Phone: (800) 697-1220
Federal Deposit Insurance Corporation (FDIC)
• Online: yes
• Phone: 1-877-ASK-FDIC
Federal Reserve Bank of New York
• Online: yes
• Email:
[email protected]• Phone: (212) 720-5500
New York State Attorney General
• Online: yes
• Phone: 1-800-771-7755
Better Business Bureau (BBB)
• Online: yes, BBB Profile for Citi
• Note: Citibank has an F rating from the BBB.
