Consumer complaint received 2017-01-21
Company: CITIBANK, N.A.
State: IL
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
Dear Sir/Madam, In order to avail the promised " CitiBank Global Transfer '' by Citibank, I initiated my account opening in XXXX XXXX, XXXX. I submitted my account opening papers and check on XX/XX/XXXX, but my account was not opened until XX/XX/XXXX, which happens to be a substantial delay for someone traveling overseas. 

Adding to the inconvenience and delay, on the basis of communicated assurity from Citibank that my money will be transferred within SECONDS to the XXXX / XXXX account, I have planned to use this as my primary source of funds for the deal requiring XXXX XXXX /- ( ~USD {$22000.00} ) and have suffered losses of XXXX XXXX /- ( ~ USD {$7300.00} ), because of inability of CitiBank to transfer my funds overseas using Citibank Global Transfer XXXX 

Also, Citibank online portal wo n't let me add the XXXX branch account as a recipient, as the section dropdown dosent contain XXXX branch nameThis is quite unprofessional considering the fact that the branch has been operational for over 2 years. I also checked this with the Citibank XXXX associate ( XXXX ) and he could not figure out a way to add it too. And, after reaching to Citibank Online helpline - associate ( XXXX XXXX ) mentioned the reason of account addition failure being the branch not listed in dropdown selection. She mentioned of taking a note ( Ticket no - XXXX ) to convey it to their team, but still no response or update have been received on it. 

Update XX/XX/XXXX - I got the mail form Manager - Customer Care XXXX - " We confirm that we have initiated an investigation on the complaint under reference number XXXX. We shall respond to you within 05 working days '' But I have no progress form them on this case. 

Update XX/XX/XXXX - As per my hour long conversation with the XXXX ( Team Leader XXXX XXXX ) and XXXX ( Client Advocate XXXX XXXX ) - both from Customer Support Citi Bank US - told me that - - " CITI Global Transfer is only applicable on the branches mentioned on the website '' - " As per Regulation change XX/XX/XXXX, no global transfers can be made into NRE accounts in XXXX '' I find it odd that both the statements implies that XXXX branch was NOT eligible for Global Transfer and yet I was insisted by the CITI Bank XXXX associate to open an account for that purpose. Either associate was Uninformed, or I was asked to open an account under False Pretenses. 

Update XXXX - I got the another mail form Manager - Customer Care XXXX And I have no option but to wait to see HOW and IF, CITI bank resolves this issue. 

As per this whole episode, I have suffered losses of XXXX XXXX ( ~ USD {$7300.00} ) for the inability to have money at the right moment. I have my opening balance money ( XXXX XXXX / ~ USD XXXX ) stuck in the Citibank XXXX account for no use. I am facing repercussions in terms of lost faith from other party, and lost tremendous amount of time and experienced XXXX in this process. 

Therefore, I request you to look into this issue, and take necessary action accordingly.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation