Trust and Citibank's ATM

On Sept. 21, 1999, I hastily withdrew money from Citibank's automatic teller machine at their branch office in Pondok Indah. The amount of money from the machine was Rp 100,000 short. I was unlucky that I was aware of it when I was already on the road. I returned to the bank immediately and informed Ms. Dede at the front desk.

On Oct. 16, 1999, I received bad news from Ms. Dede. Citibank said there was no surplus of Rp 100,000 at the ATM. Another Citibank employee sporting an orange sweater explained to me in detail the technical workings of the machine. However sophisticated his explanations and however sympathetic his attitude, there was no money coming to me. Both the employees asked me emphatically whether there was a witness when I was withdrawing the money from the machine. Does it mean that I should tug along a Citibank employee or guard every time I want to take money from the slot machine just in case the Citibank ATM is erratic?

I have entrusted my money to Citibank. This trust has now faded considerably. I have come to realize that a Citibank customer is on the weaker side and is not an equal partner.

I do not need a technical explanation (again) from Citibank. I just want to propose that Citibank recruit special personnel to assist customers who want to use their ATM. They will be eye- witnesses if the super-sophisticated teller machine casts bad luck on a customer, as happened in my case.

E.J. ARDANESHWARI

Jakarta