Consumer complaint received 2024-11-11 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Wrong amount charged or received — 
Company: CITIBANK, N.A.

Complaint narrative:
On XX/XX/year> I instructed a transfer of XXXX from my Savings Plus Account at Citibank to my XXXX  account at XXXX XXXX XXXX XXXX the XXXX XXXX XXXX the " International Wire Transfer '' request mask provided online by Citibank XXXX 

As the mask for the money transfer would not allow me to change the currency of the recipient account from XXXX  to XXXX I used the " Special Instructions '' field on the transfer mask with providing the following instructions to Citibank : " The receiving account is a USD account. I do not wish the funds to be transferred to XXXX. '' Because the " Confirmation of Transfer Request to XXXX XXXX '' showed both my special request not to exchange funds into GBP and also a conversion into GBP I contacted Citibank immediately on ( XXXX ) XXXX - the customer help line - where I was connected to XXXX at the Customer Service XXXX. She directed my call to XXXX at the XXXX XXXX XXXX. I mentioned the above wire transfer to him an that I wished the funds to be transferred in USD without a conversion to GBP as the online wire transfer mask would not let cancel the FX transaction. I also mentioned that I had given specific written instructions on the form to make a XXXX to XXXX transfer. XXXX assured me that the funds would be transferred in XXXX by Citibank to XXXX, not in XXXX. 
On XX/XX/year> my USD account at XXXX was credited with XXXX - less XXXX than the amount instructed for transfer - as a result of a conversion of USD into GBP and a further conversion back into USD. I contacted Citibank on XX/XX/year> to enquire about the XXXX XXXX and was assured that Citibank had executed the transaction in USD without a conversion into GBP. I was also told that a transfer fee of USD XXXX was debited for the transfer. 
I made several attempts to raise the issue via telephone including on XX/XX/XXXX and XX/XX/XXXX as well as on XX/XX/XXXX when I was ultimately transferred to XXXX at the XXXX XXXX XXXX. A confirmation e-mail was sent with an attachment which is password protected. Unfortunately, I was not able to open the attachment with the password provided and XXXX further calls into Citibank on the phone number provided in the accompanying e-mail did not yield any result - during the second call my line was disconnected. 
I also contacted the receiving bank, XXXX Bank, wo assured me that the funds were received in GBP from Citibank and not in USD. A " XXXX of XXXX '' provided by Citibank on XX/XX/year> confirms that the funds were exchanged into XXXX by Citibank prior to transfer. 
I also contacted Citibank by XXXX XXXX requesting reimbursement of the difference of XXXX between the funds transferred and those received in my XXXX XXXX account. In the letter I also requested the naming and contract for the responsible regulator. According to XXXX XXXX Mail XXXX my registered letter was delivered to Citibank XXXX XXXX, XXXX XXXX XXXX in XXXX XXXX, TX XXXX on XX/XX/year>. 
I did not receive a response to my letter. Subsequently in XX/XX/year> I closed the account and received a XXXX cheque for the remaining balance.I therefore am no longer a customer of Citibank. 
As more than 6 months have lapsed since I sent my registered letter I have contacted the Federal Reserve Bank in California, who provided me with the CFPB complaints link and said I should address you.

Company response to consumer: Closed with explanation