Consumer complaint received 2020-10-13
Company: CITIBANK, N.A.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I am having a checking account with Citibank. On XX/XX/2020, I made a wire transfer transaction of {$1000.00} to XXXX XXXX  XXXX XXXX. The next day, XX/XX/2020, I made another wire transfer transaction of {$4000.00} to the same account with the same bank XXXX XXXX  XXXX XXXX. On my Citi Mobile app, it said that the beneficiary should receive it on XX/XX/2020. I kept checking with the beneficiary if they have received the money I have sent out. They insisted that they have not received the money. 7 days later, XX/XX/2020, I decided to recall the transaction. I spoke to XXXX, and he had given me some options, however, he did not completely explain the options for me, so I went to the option that I think is best for me which is recalling the wire transactions ( instead of tracing/investigating the wire which could take up to 90 days ). He said Citibank will give me a call once they have some news regarding the transactions. A couple of days later, still no call from Citi XXXX I have to call them back to check on the recalls. They said that XXXX XXXX  has not replied to them. XX/XX/2020 I have to call them again. This took about a few calls for about 1 month, they finally said that the Beneficiary bank has received the money and they have to wait for the beneficiary to agree to refund the money back to me. But at this time, the company that I tried to wire the money to still confirms that they have not received the remittance that I made. One day, CitiBank contacted me regarding the {$1000.00} that I had made earlier on XX/XX/2020 that it was going to the wrong account and they had refunded the money for me. But they insisted that the money I transferred on XX/XX/2020 and XX/XX/2020 for a total of {$5000.00} were gone because the beneficiary had withdrawn the money. I had tried to contact the beneficiary recipient a few times and they said they have not received the money. Finally, on XX/XX/2020, spoke to XXXX again, I asked Citibank to send me all the proof, statements, any email/communication kind of message that they had with XXXX XXXX ( Beneficiary bank ) that state that the Beneficiary has received and withdrew the money. Again, on XX/XX/XXXX, Spoke to XXXX, I asked one more time to help me send all documents/investigation statement that could help me verify with the beneficiary that I had sent  the money to the correct account and address. They said that it took 5 business days for the secure emails of those documents to be processed and sent. I waited 1 whole week until now, I only receive 1 piece of document for only 1 transaction. It does not include any  communication kind of form that XXXX XXXX  confirmed with Citibank that the beneficiary had received the money and had collected the money. Yesterday XX/XX/2020, I spoke to Citibank Representative, I did not get her name, but she said there is nothing else CitiBank can do for me. I have to contact XXXX XXXX  by myself because they have done their part.

How can they have done all their parts when I only asked them one simple request, is to send me proof/statement related to the  transactions that show I have made the transactions and the money had sent to the correct account just so I can prove to the beneficiary that I have made that remittance. Whatever they had sent me is not completed and not helping. 

Reference number for recalls # XXXX XXXX for {$1000.00} on XX/XX/2020 # XXXX XXXX for {$4000.00} on XX/XX/2020 XXXX {$1000.00} ( I believe this is a reference for the refund that I sent money to the wrong account on XX/XX/2020 ) Spoke with XXXX on XX/XX/2020. He was very helpful, always tried to help me. 

XXXX is the reference for the document they sent related to {$1000.00} on the XX/XX/2020 transaction.

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 explanation