Consumer complaint received 2022-08-08
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:
I initiated an international wire transfer via online banking, for {$2900.00} ( XXXX XXXX ) from my account at US Citibank to my account at XXXX in XXXX, on XX/XX/2022. The receipt ( submitted with this complaint ) stated that the money would be available on XX/XX/XXXX or sooner, unfortunately, today, XX/XX/2022, 67 days later, I still do not have my money I started with my communication with Customer care on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, and continued by reaching out to the CEO XXXX XXXX on XX/XX/XXXX receiving no straight answer as to why I still do not have my funds. 

As my money was not available on XX/XX/XXXX, I made a call to Citibank customer service XXXX. I was asked to call Citi Wire Dept. XXXX and they were unable to provide status of the transfer. I was given a tracing number and a federal tracking number. 

I called again on XX/XX/XXXX, then on XX/XX/XXXX and was given no real answer except it was under investigation compliance department and they would get back to me, they did not. 
I called again 11 days later on XX/XX/XXXX, spoke with XXXX and I received a similar response, that my transfer was under review with their compliance team but had no answer why or no way to get more information. I also called XXXX in XXXX and they confirmed they had no trace of this transfer. 
After this, I reached out to the CEO XXXX XXXX via email regarding my concern for the inability from all Citi customer service and wire dept. associates to provide a status of my transfer. At this point I suggested I would prefer to have my funds back in my account if it would accelerate resolution. On XX/XX/XXXX I received a response call and email from XXXX at Citi Executive Response team regarding my email to XXXX XXXX and communicated that my case is being investigated and I should receive a response in 7-14 days. 9 days later on XX/XX/XXXX I called, as I still had no response, and was told there is no update regarding my case. A day later on XX/XX/XXXX XXXX ( XXXX ) called to let me know there were no updates regarding my case, again, but still did not know why. On XX/XX/XXXX I received an email stating that they need 7-14 additional days to continue the investigation. I emailed a response to that email expressing my frustration with the missing funds ( now 20 days ) requesting my funds be returned to my account. 
On XX/XX/XXXX XXXX called me to let me know -again- that they had no updates. I sent follow-up email on XX/XX/XXXX with cc XXXX XXXX XXXX CEO ) and XXXX XXXX XXXX CEO Citibank NA ). I received a response email that falsely stated only two of my communications, plus also stated that since I had requested the transfer be cancelled ( which I only had asked for MY money to be returned ), this was going to take additional time. 
Today I still have no update from Citibank, the CEO or any employee with confirmation on where my funds are, and I am extremely frustrated. 
My funds have been missing for 67 days now and this has affected me immensely. I have incurred in fees for credit card interest, the inconvenience to borrow the funds I needed and potentially a loss on the currency exchange from USD to Euros.

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