Consumer complaint received 2017-05-03
Company: CITIBANK, N.A.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I sent an International transfer to  XXXX  company on  XXXX / XXXX /  XXXX  , which returned to me the next day. I was charged {$35.00} for outgoing transfer, then another {$35.00} as explained to me by   XXXX   bank sending the transfer back to my account and {$15.00} for incoming transfer.  Total l ost on this {$85.00} I called wiring department. I spoke to  XXXX  different people and they gave  XXXX  different reasons for the return : 1 ) there is no such account # at  XXXX  bank  ( I  got a confirmation from the  XXXX  bank that they do have this account for  US  Dollars and it 's correct ),  2  ) the account should be  XXXX  digits not  XXXX  ( again confirmed by  XXXX  bank that the account is  XXXX  digits, besides the fact that I wired money to other   XXXX    companies and their accounts always had  XXXX  digits ) 3 ) -    XXXX   banks require a lot of additional information such as - purpose of the transfer,  INN,   KPP. ( again - all other transfers went without INN or KPP and no one ever requested that ).   I followed up with a second attempt to send the transfer - this time indicating all this additional information such purpose of the transfer,  INN and KPP.    Second transfer got back with another {$85.00} in bank fees.   I should note that not a single time I received a call, email or any form of notification from  Citibank as king for any additional info or just informing me that there is a problem with the transfer.   Next step. I double- and triple-checked the bank info with   XXXX    company.  They went to their bank and the bank started an official investigation. They requested a letter from  Citibank  stating the reason for the return of the transfer. It would seem logical that  Citibank  would have that available immediately - the transfer got returned the next day each time after being sent. You would think the   XXXX   bank rejecting the transfer would send it back with some sort of formal indication of the reason.   However, for more than a week I can not get this letter from  Citibank . I sent a message with this request on  XXXX   XXXX  and received a response that a case got opened and I would receive an email with requested information within  2-3  business days. Nothing was received in 3 days, I sent another message on  XXXX   XXXX  and got a response that it should come no later than  XXXX   XXXX . Nothing received by  XXXX   XXXX . I am calling the bank and simultaneously sending another message. Response to an online message - your case is still under investigation and allow  24-48  hours more. Response by a rep on the phone - the same. I asked for  Supervisor.  His name is  XXXX , he refused to give his last name but his ID is  XXXX . He says immediately that he can see that the case was closed already on  XXXX   XXXX . And the letter got generated and being mailed to me. Allow it  7  business days. He suggested that I can go to the branch and it 's available for me be printed there.   I get frustrated with this inconsistent information I am being given by incompetent employees and next day go to the branch. Employee by name  XXXX   XXXX  starts " helping '' me. He had no way to check the case by it 's # and of course there is no letter or any kind of document with requested information he can print for me. But he started calling wiring department, and getting information on why the transfers got returned. I asked him not to repeat this information to me again since I 've already heard it multiple of times and it was all diffferent each time. And I am not willing for him to do it all over again for me. All I need is a letter with the reason for the return. While talking to the wiring department he keeps playing with his fancy watch, seeemingly being disinterested in paying attention to the problem.   I get frustrated with him and ask for his Manager, her name is  XXXX   XXXX . She assures me that this is the only thing they can do : to send another message to the wiring department ( which I did  three tim es already  )  and ask them to email the letter to them. And once they receive it - they will call me and I can stop by and get it.   Seriously? All these people wasting their life at working  for Citibank,  saying they are not responsible for what another person says and seemingly not knowing what they are doing.

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