Consumer complaint received 2019-12-10
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I am banking with Citibank since XX/XX/XXXX with direct deposit account. I used Citibank mobile app to make a payment to a home cleaning service provider on XX/XX/XXXX using XXXX feature on its app. The transaction was successful and the intended recipient ( selected from phone contact list ) received the money right away. With a trust on Citi app another repeat transaction was performed to same home cleaning service provider using XXXX again by selecting the same phone number from contact list on XX/XX/XXXX. This time the intended recipient ( home cleaning service provider ) didn't receive the money. 

When service provider reached out to me for cleaning service money for its service on XX/XX/XXXX then I filed a complaint ( Nbr. XXXX ) with Citibank that the recipient has not received the money on XX/XX/XXXX ( Please note that the intended recipient still used the same phone number where the money was sent on XX/XX/XXXX and same contact has been selected from phone book by me for requesting transaction on XX/XX/XXXX ). In response to my complain Citi sent a letter dated XX/XX/XXXX mentioning that I have authorized the transfer and I should contact the recipient directly. 

On receipt of this letter another complain ( XXXX ) was filed on XX/XX/XXXX. During the call customer service mentioned the name of a person named XXXX XXXX as the recipient of the money and mentioned that I have authorized to send the money to this person. It was also mentioned that the recipient banks with Citibank. On hearing this I informed customer service that I don't know any person with such name and also no one in my phone book is saved with that particular name or the number. Customer service again opened an investigation and responded with letter dated XX/XX/XXXX that I should contact the recipient directly. 

On receipt of this letter another complain ( XXXX ) was registered with customer service on XX/XX/XXXX with further explanation that I don't know any such person and has no idea how I can transfer the money to a total stranger. Customer service mentioned that its not the Citi fault but its the issue with XXXX. They again mentioned to investigate it. Another response letter was received dated XX/XX/XXXX against this complain mentioning that they can not honor my claim as I have authorized the transaction and again asked me to reach out to the stranger who is banking with Citibank for refund of money. Totally, frustrated with this response I took it on social media and tagged Citibank on twitter with the same complain. I got a response from Citi on twitter to connect to nearest branch. 

On XX/XX/XXXX, I visited XXXX XXXX, Illinois branch and met the branch manager named XXXX. We explained her the issue. We also showed her the mobile phone with the transaction evidence. The transaction history at XXXX on Citi mobile app is still showing that on XX/XX/XXXX the number selected for transfer was still the intended right person. On looking at all evidence Branch Manager verbally mentioned that she will get the issue resolved. I asked if a new complain needs to be filed. She mentioned that she will keep working on the same complain number filed on XX/XX/XXXX and will get me the money back in my account. She also mentioned that if things doesn't get resolved she will use her own authority to refund the money back into my account. 

Today its already 3 weeks over last complain and I haven't received the money back in my account. This shows the callous and don't care behavior of Citibank. This also shows how insensitive they are for their loyal customer banking with them for last 12 years both on shore and off shore location. 

To conclude, the person who received money banks with Citibank ( as per their response letter ) and no one from Citibank customer service is reaching out to that customer to ask if that person really owns that money. Instead they are asking me to contact the person whom I don't know and is a complete stranger to me to request the refund. Also, Citibank is blaming XXXX and wants to get rid of the possible system issue they have.

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 monetary relief