Consumer complaint received 2020-06-28
Company: CITIBANK, N.A.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other service problem

Complaint:
Hello, XX/XX/XXXX I decided to start a XXXX  as a XXXX, XXXX  and XXXX  XXXX. Since it's my first time I didn't understand the vendor 's instruction to wire money to international banks, especially using swift code. So in the process I made a mistake sending the money to the account number that was given to me for the intermediary institution for the foreign bank which is citibank. 
On XXXX of XX/XX/XXXX the WITHDRAW took place showing in my account as receiver name XXXX and described and amount POP CK FEE of {$5.00} and total of {$1100.00}. But that money didn't get to where it was supposed to and I contacted citibank and they can't tell me anything because I don't have an account with citibank. They told me to talk to the bank or institution I used to send money. So I called several times back and forth between XXXX  XXXX XXXX XXXX XXXX and CitiBank to resolve this issue. Nobody has any clue or willing to help me so I ended up sending the email below on XX/XX/XXXX. I am totally frustrated with the lack of help from this credit union. Even though I made a mistake sending money to a wrong account but it's sad the bank can't assist me resolving this issue. I will go to the hire level or go to the court if I have to and fight this. 
Then I got this email on XX/XX/XXXX from XXXX  XXXX XXXX XXXX XXXX. 

Dear XXXX XXXX Thank you for contacting us. 
This email is in reference to your XXXX  XXXX XXXX XXXX inquiry XXXX Thank you for your patience on this matter After conducting some research into your current situation and speaking with our account services about your case, we have been informed to have you contact your other financial institution, Citi Bank, and provide them with your trace number to locate those funds. Since the funds have already been sent, you would have to contact them. 
Your trace number is XXXX. 
I hope this helps. Please let me know if we can help with anything else. Have a great day! If you would like further assistance, simply reply to this email. We can also be reached by telephone at XXXX. 

Thank youXXXX XXXX 

But I kept on pressing hard to find the right person to help me in the bank and some kind of communication was taking place with hope of getting my money back. 
I even make three way calls based on XXXX 's suggestion and the two banks communicate how they can go by resolving this issue. That was on XX/XX/XXXX. That was the last I heard from them. 
So I sent another email to XXXX on XXXX XXXX, XXXX. 


Almost a month now I haven't heard back from him. 

XXXX XXXXMember Service SupervisorXXXX  XXXX XXXX XXXX XXXX  XXXX XXXX TX XXXX Office XXXX Fax city bankXXXX XXXX XXXX, XXXX XXXX ny XXXX On XX/XX/XXXX I got an email saying there is anything they can do to help me. So on XX/XX/XXXX I called citibank to find a way to resolve this situation. The customer service agent transferred to a supervisor and he wasn't willing to help me and he keeps on saying there is nothing they can do to help me. He didn't even want to give me anyone above him to talk to or anything. I thought this is America and Banks can get away with stealing people 's money. 
This is not what I expect from big banks like citibank and I have had a credit card with you guys since XXXX, I just want my money back and I don't think I want to deal with you guys ever.I was looking into opening an international bank account but now with this kind of service I wouldn't even tell my enemy to do that. 
Regards, -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