Consumer complaint received 09/21/2017 about Money transfer, virtual currency, or money service (Domestic (US) money transfer) with CITIBANK, N.A. (CA).
Issue: Other transaction problem

Complaint: I initiated a money transfer on XXXX/XXXX/XXXX within Citi Bank online portal using their embedded service called 'XXXX XXXX. Both my ( sender ) and recipient 's setup was correct, the {$400.00} amount was debited from my account IMMEDIATELY after I initiated it, and recipient got a text message, which means the token was taken to the correct phone number. The money NEVER made it to the recipient 's account ( which was also with Citi Bank XXXX. 

I called both Citi Bank and XXXX customer service on XXXX/XXXX/XXXX to check where my money was. Neither party knew the answer. XXXX insisted that they had no access to transfer details, the money should stay with Citi Bank. Therefore I asked XXXX XXXX to call Citi Bank on my behalf to confront and confirm whose fault it was. After investigation both party agreed that it was XXXX of my / recipient 's fault. The service just failed for some technical reason that neither party knew about. The Citi Bank supervisor named XXXX PROMISED me that I 'll get my money back to my account on/before XXXX/XXXX/XXXX. It did n't happen. 

Frustrated I then call Citi bank again on XXXX/XXXX/XXXX to see where my own money was. A supervisor called XXXX XXXX ID : XXXX ) had created an internal investigation case for me with XXXX. He refused to provide me with a timeframe when I shall get the money back. After my insisted asking, he PROMISED that he 'd follow up on the case first thing the next day ( Tuesday XXXX and usually I should get the money by Wed afternoon since he 'll ask the internal XXXX to give me an immediate credit as first priority over their " investigation '', since the fact is CLEAR after his own judgment. He also asked me to call back by Wed if no update. 

As expected the money did n't come back on Wed. Therefore I called XXXX again on XXXX/XXXX/XXXX in the evening to track this issue. I was directed to a supervisor called XXXX XXXX Team XXXX, she REFUSED to give me her personal ID ), who showed no sign of helping me with this issue to expedite at all. She mentioned repeatedly that 'YOUR ACCOUNT WAS NOT ELIGIBLE FOR AN IMMEDIATE CREDIT ', despite the fact is clear that I was not at fault and it was my OWN MONEY that was missing. She refused to do anything for me and also mentioned that per her experience such cases would TAKE XXXX TO XXXX DAYS TO INVESTIGATE. Before the case is wrapped up it 's impossible for me to get the money back. After I said this is ridiculous and some unpleasant back and forth, she finally hung up on me without any further assistance to resolve this issue. 

Finally I called XXXX again shortly afterwards, and this time a supervisor called XXXX XXXX did n't provide ID ) PROMISED me to expedite the issue and ANOTHER XXXX TO XXXX BUSINESS DAY 'S WAITING IS POSSIBLE. I asked explicitly XXXX. A callback to address update of the case XXXX to complain the previous supervisor ( XXXX XXXX and that I request AN APOLOGY from herself or her XXXX. Up to this time I 'm still waiting. It 's been XXXX whole days since XXXX/XXXX/XXXX, when I initiated the money transfer.

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