Consumer complaint received 2018-10-04
Company: CITIBANK, N.A.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
My issue/situation is as follows : On XX/XX/2018 I opted to cash out my shares of XXXX XXXX stocks before I left the company for a new job. I went online and used the online system for doing this through XXXX. The company XXXX used to manage the stocks is XXXX/XXXX. I used the online system to setup a electronic ACH transfer of the funds from the stocks to my bank account with XXXX  XXXX XXXX. A couple of days after the I did this I was following up on the status of receiving my funds with XXXX and it was discovered by me and communicated to XXXX that the wrong bank routing number had been used when I set the funds transfer up. The routing number I used was a valid routing number for XXXX XXXX XXXX but is was not the correct one for my bank in Tennessee. XXXX told me that since the incorrect routing number was used then most likely the transaction would be rejected by my bank ( XXXX XXXX XXXX ) and then returned to XXXX. I was told the routing number issue could not be corrected at that time because the fund had already been transferred from XXXX to their intermediary ( Broker ) for the transaction which was XXXX XXXX. So the plan was to wait for it to be rejected and then correct the issue and try again. Well as of today XX/XX/2018 I still have not received the funds to my account nor was the transaction rejected and sent back and none of the entities involved can seem to find my money let alone get it to me. I have been working with XXXX and XXXX  XXXX XXXX for over 3 months now trying to resolve this issue with no resolution or fix in place yet. I have run out of realistic options and patience at this point and do not know what to do next. I will now provide detailed information on the transaction and ongoing investigations. The execution date for my transaction was XX/XX/2018. The settlement date was XX/XX/2018, and the effective paydate was supposed to have been XX/XX/2018. The following information is from XXXX and was on my confirmation of sale document. 
Transaction ID XXXX ISIN XXXX Instrument SIE Exchange XXXX XXXX amount {$1000.00} The following information is from the initial investigation conducted by XXXX XXXX for my issue : Citibank TRN # XXXX My bank account # XXXX Bank routing number used XXXX - This was the incorrect routing number. This one is for a XXXX bank in XXXX VA. 
Transaction Trace number XXXX XXXX ACH transaction # XXXX Investigation case/reference number XXXX. 
Over the past 3 months I have had multiple visits to XXXX, phone calls, and issue claims filed and all them have concluded that XXXX  XXXX XXXX never received the fund to my account number and they have no record of the funds at all. 
I have not been able to have any direct contact with Citibank as I am not a customer or account holder with them, but XXXX has had ongoing contact with them. My contact ( XXXX XXXX ) at XXXX tells me they are still investigating and waiting for more information from Citibank and XXXX XXXX and have not made a decision what to yet. This has been going on for over 3 months now with no trace of my money even being found yet let alone sent to my account. So I am seeking any assistance I can get with issue because at this point my money has been effectively stolen and it looks like I may never get it.

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