Consumer complaint received 2021-11-13
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: CITIBANK, N.A. (CA)

Hi CFPB! 

I want to report my horrible experience with Citibank Wire Transfer. FYI, until today XX/XX/XXXX, I still haven't received my money back in my Citibank account, after numerous calling attempts. Here is the timeline : - On XX/XX/XXXX, via Citibank online, I sent an international wire transfer to XXXX. It is for an agency that takes care of XXXX visa process. 

Between XXXX to XX/XX/XXXX, I called Citibank Wire Transfer Specialist XXXX to check if the wire transfer was successful or not, and whether the receiving bank has received the money. 

- On XX/XX/XXXX - after I learned I had the recipient 's name was incorrect ( everything else was correct ), I called Citibank Wire Transfer Specialist to correct the name, and resend the fund. I was told it would take about 4-5 business days. 

Between XX/XX/XXXX to XX/XX/XXXX, I called Citi Wire Transfer almost every day to check on the status. 

- On XX/XX/XXXX, I called and spoke to a rep. who told me, she would " ask for the status of the fund, where it is, and get a confirmation from the receiving bank ''. 

- On XX/XX/XXXX, I called and spoke to another rep, who surprisingly told me, that my fund was rejected and returned by the receiving bank on XX/XX/XXXX at XXXX, and that Citibank has my fund, but has not been returned to my Citibank account. So I told the rep, that I would like to RECALL my fund. He said he would process it, and it would take 4-5 business days. And of course, the amount of fund returned is less than what I had sent, due to currency conversion. I was upset that the rep I had spoken a day before, on XX/XX/XXXX, did not tell me this detailed information. Very weird. 

- On XX/XX/XXXX, after more than 5 business days passed ( 7 business days to be exact ), my fund is still not refunded to my account. So I called the Wire Transfer Specialist number again, and I was told, their back office was confused, not sure if I want to resend or recall the fund. At this time, I got angry at the situation! I told the rep, clearly, I had told a rep on XX/XX/XXXX, I wanted to recall my fund! So the rep said, she would escalate my request. I was very upset and asked to speak to a supervisor. So she put me on-hold for my 5 minutes, but then ... .I was transferred to the Citibank main menu XXXX that has nothing to do with the Wire Transfer Specialist number! Unbelievable! 

- On XX/XX/XXXX, I got a Citibank XXXX XXXX involved. He called the Wire Transfer Specialist number, and got the answer, which was shocking... .the back office is still confused on what to do with my fund, should they resend it or refund it! OMG, so incompetent! My Banker was promised that my case would be escalated ( again for the 2nd time ), and it would take 2-3 business days to refund my fund. 

- On XXXX and XX/XX/XXXX, I checked, my fund is still not refunded, yet, and it has passed 3 business days. I contacted my Banker, and he suggested to wait until Friday XX/XX/XXXX. 

- On XX/XX/XXXX, I checked my account in the morning, the fund is still not refunded. So I called the Wire Transfer Specialist number again, and I was told, that my fund is still not refunded or credited to my account because their accounting department is swamped. And that she would escalate it again ( the 3rd time ) to her supervisor, and she promised that my fund would be refunded either end of day XX/XX/XXXX or Monday XX/XX/XXXX. I also called my private banker and emailed him in the morning of my conversation with the rep, and how frustrated I was. He called late in early evening, with no resolution. I just checked at the end of the end, the money is still not refunded! 

As a consumer, I have been very patient and very frustrated at the same time, of how incompetence Citibank is! As a consumer, I've been burdened by having the responsibility to keep checking almost every single day, and STILL NO POSITIVE RESOLUTION! FYI, no one, I repeat, no one from Citibank would call or email me on my fund status, what happened to it, etc., I HAVE TO BE THE ONE WHO CALLS THEM! This outsourcing work clearly doesn't work, I have to deal with incompetent workers! Also, the telecommunications via phone sometimes are horrible, not clear or choppy, frustrating. Sadly, NO ONE AT CITIBANK IN THE US CAN HELP! THIS IS REALLY TERRIBLE! I FEEL LIKE MY MONEY HAS BEEN STOLEN! I JUST WANT MY FUND TO BE REFUNDED TO MY CITIBANK ACCOUNT, HOW HARD CAN IT BE? AND IT'S BEEN 3 WEEKS FOR XXXX 'S SAKE! 

I really hope CFPB can help me, PLEASE HELP resolve this issue, and make sure it won't happen again to anyone! 

Thank you for your attention!