Consumer complaint received 2018-04-02
Company: CITIBANK, N.A.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
Respected Sir/Madam Good Morning, This is XXXX XXXX XXXX. I just called the consumer financial protection bureau and they informed me about this online complaint portal. 
I am a customer of citi bank. On XX/XX/XXXX, I made an international wire transfer to XXXX XXXX XXXX ( XXXX. XXXX ) from a citi bank branch XXXX. I went to the branch and requested for an international wire transfer. The representative of the bank gave me an information sheet to complete by hand. I completed it and returned to the representative. Then, she completed some online application and gave me a print out. According to the printout the money should have been available on XX/XX/XXXX or sooner. Recipient did not receive the money on XX/XX/XXXX. That was Thursday. The next day was Friday. It is weekend on Friday and Saturday in XXXX XXXX XXXX. So, me and recipient thought that because of weekend maybe the money is not available. The recipient went to his bank on Sunday, which is a working day there to confirm incoming wire. His bank said that there is no record of it. I went to same branch on Monday and they told me that sometimes it can be delayed.On Monday evening here in USA, I got a communication copy of message between recipient and recipients bank customer relations office. The customer relations officer told him to get copy of swift message of original wire transfer from senders bank. I went to branch again on Tuesday XX/XX/XXXX. I met the representative and informed her the same. She told me there is nothing like swift message and only thing is the document that she gave me. I insisted her and she took me a room and made a phone call and transferred me the call. i assume it was someone from wire transfer department of Citi bank. I explained her the problem. She told me that she is going to initiate the trace of wire. I called Citi Bank again and informed them that the recipient has not received the wire. I told the representative to send me copy of swift message of original wire transfer and copy of swift message of the trace. Friday evening, I got the copy of swift message for the trace but until now I have not received copy of original swift message copy of wire transfer so recipient bank can work to trace. The recipient just called me and informed me that until today the bank has not received the wire. 
I am not only loosing money due to this delay but me and my wife are very stressed and worried now because the amount of transfer is USD {$100000.00} I have also sent 4 or 5 emails to officers of XXXX XXXX branch NY. As, i came to know that it was intermediary bank. But, I am not sure about it. 

My information XXXX XXXX XXXX Account at Citi bank Citi bank Account number XXXX Date of Wire XX/XX/XXXX Amount of wire transfer USD {$100000.00} Citi Bank branch used to wire transfer XXXX in XXXX NY Citi Bank Reference XXXX it is requested to the department to interfere in the matter. 

Your cooperation is appreciated in advance. 


XXXX XXXX XXXX

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