This incident occurred on April 1 between 7.40 and 8am. I deposited Dh 1,100 in a cash deposit machine. The machine accepted the Dh1,000 note and the Dh100 was returned. I immediately inserted the same Dh100 note and after that an error message: “System temporarily unavailable” was displayed on the ATM machine. Neither the amount got credited nor the note was returned. After a short while, the machine was functioning, but when I viewed my account, the amount was not credited. I registered a complaint Citibank within an hour of the incident. After two days, I came to know that Dh100 was credited to my account whereas, Dh1,000 is still pending. Citibank then confirmed that they didn’t receive Dh1,000 in their machine. Hence, I insisted Citibank check the CCTV footage. Citibank informed me that a complaint with Dubai police was registered to check the CCTV footage of the ATM for further investigation of this issue. After having a discussion with Dubai Police, they informed me that this issue needs to be dealt directly with bank and they are unable to accept this complaint.

I had the discussion at the bank’s head office. Despite giving the bank ample time (more than one month) to investigate this issue, I am not at all satisfied with investigation. There are several CCTV cameras and in case they are not functioning, what is the purpose of it? The sole proof of similar incidents will be these CCTV footage and customers don’t have any other proof while depositing, as we are not taking copies of the currency notes that we deposit. For a common man, Dh1,000 is a huge amount.

From Mr Nithin Hiran

Dubai

The Citibank responds:

We write with reference to the complaint communicated to us on May 31, 2017. In accordance with Citibank’s general Terms and Conditions, please note that any cash deposits done using an ATM are subject to verification from Citibank and only post such verification and confirmation of the amount, such amount is credited into Customer’s account. In case of discrepancy between the Customer’s declaration and the bank’s records, the bank conducts an investigation and examines evidence to determine the circumstances surrounding the disputed payment. We have communicated directly with the client and have resolved the dispute.

Mr Hiran responds:

Citi bank has credited Dh1,000 to my account. Gulf News’ crucial intervention assisted me in obtaining my money. Well done, Gulf News team. I have communicated your intervention to most of my colleagues and we all appreciate your efforts.

I thank you from the bottom of my heart.

(Process initiation: May 31. Response from organisation: June 7. Reader Confirmation: June 7.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.