Consumer complaint received 2023-07-27
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Since I made an external account transfer from my citibank checking account to XXXX bank checking account online on XX/XX/XXXX Monday evening, my funds have been missing. 


On citibank online banking on my phone, I chose " external account transfer '' and then " XXXX '' popped up. 
I chose the right checking account number for sure and completed the transaction. 
The next morning ( Tuesday ) I randomly saw the confirmation email and realized the last 4 digits number XXXX of the receiver bank account of XXXX was totally different from mine. 

I immediately called its customer support and it was connected to XXXX. 
The representative said she canceled it and the fund would be back in 2-3 business days. 
But I didn't get why I had to wait because it's totally the fault of the bank side and I was on a business trip. The fund was for the trip, too. 

I once again texted to a. chat representative and he also said he cancelled it. 
I was confused because the lady on the phone said she canceled it. 
Also I blame the bank 's fault, he got disconnected and transferred to another XXXX guy, and he had the same response. 

I headed to a branch in XXXX XXXX  and talked to a representative named XXXX. 
She told me to call customer support and insisted that it's not the bank 's fault but my fault not checking details with a very condescending attitude. 

I started writing this on my social media, and finally, a manager or supervisor called me. 
Though she had a calm attitude, she said the fund wouldn't be refunded because the money was already withdrawn from my bank account. She asked me to check with XXXX if I have the account ending XXXX and ask them to start the investigation. 

I called XXXX Bank the next day and then we made sure I don't have any bank account with XXXX. Also, they told me to ask Citibank what the full number of the receiver bank account. 

On Saturday, once I called Citi 's customer support and talked with a supervisor. 
He said, they had started their investigation on Wednesday and it would take 2-3 business days. He also told me to call back on Monday. 

On Monday XX/XX/XXXX, I called once again and some representatives transferred to each other finally, a supervisor named XXXX XXXX said, with the investigation, the fund would be back by XX/XX/XXXX Tuesday. 

In the afternoon of XX/XX/XXXX Tuesday, the fund was not returned to my bank account. 
I called the support once again and talked to approximately more than 10 representatives. 
Some reps insisted I call a different number which was just automatic voice service, and some reps hung up in the middle of the conversation all of a sudden. 
It was terrible. 
Finally, I was transferred to XXXX XXXX, who is maybe a supervisor, and she said it would be refunded by Friday XX/XX/XXXX. 

As of today XX/XX/XXXX XXXX, I haven't found my money back. 
I really want to escalate this complaint and claim compensation for all of the damage and time. 
I also can't believe why EVERYBODY on the phone asked me to explain the issues from the beginning even after other reps hung up from their end. 
It's crazy and I am sure it should never happen. Only XXXX said " apologies for this confusion '', but the others were blaming me or pretend not to know anything.

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