Consumer complaint received 2026-05-15 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: CITIBANK, N.A.

Complaint narrative:
I am filing this complaint because Citibank has prevented me from completing an international USD wire transfer from my personal Citibank account to my own XXXX XXXX XXXX USD account in XXXX, and has failed to provide any effective written support, technical explanation, or formal complaint channel. I followed Citibanks own online banking process step by step to register the international payee. Citis platform allowed me to select XXXX, USD, XXXX XXXX XXXX, and SWIFT XXXX. I entered the XXXX, beneficiary information, bank address, and intermediary bank details. At the final stage, Citibanks system produced a technical error and prevented the payee from being added. I have documented each step of the process with screenshots. I then tried to solve the issue through multiple Citibank channels : online banking, chatbot, phone support, my account manager, and branch/relationship management. The response was completely ineffective. The chatbot only redirected me to call Citibank. When I spoke with a specialist, I was told there was no error or restriction on my account, even though I have screenshots showing that Citis platform was producing an error and blocking the payee registration. Because Citibank did not provide me with a proper email address, secure written channel, or formal complaint intake process, I was not able to formally document the issue with Citi in a reliable way. I also contacted my account manager and branch/relationship management, but I did not receive a substantive response or ownership of the issue. Instead of assigning the matter to a technical, compliance, or escalation officer, I was effectively redirected back to generic support and chatbot channels. This is unacceptable for a bank handling international clients and cross-border transfers. This transfer is from my personal Citibank account to another account under my own name, in the same currency, USD. I have successfully transferred funds to the same receiving bank from other financial institutions, including XXXX XXXX XXXX and XXXX, without the same obstruction. I requested from Citibank the exact reason why the XXXX XXXX XXXX USD payee registration is being blocked : technical error, XXXX rule, correspondent banking restriction, internal policy, fraud-control limitation, account restriction, or any other operational reason. Citibank has not provided that information. I also requested a remote procedure to complete the wire from XXXX, since requiring me to appear physically at a U.S. branch to complete a basic wire transfer is unreasonable. Separately, I have also requested traceability and verifiable support for a certificate of deposit / time deposit renewal rate of 1.90 %, which I did not authorize or accept based on the information available to me. Citibank has not provided the maturity notice, renewal disclosure, APY disclosure, call recording, secure message, written confirmation, digital acceptance, or any other evidence showing that I accepted the 1.90 % rate. This reflects a broader failure by Citibank to provide proper documentation and written responses to customer requests. I request that Citibank provide : ( 1 ) a clear written explanation of why the XXXX XXXX XXXX payee registration was blocked ; ( 2 ) the specific technical error, validation rule, compliance rule, XXXX reason , correspondent banking issue, internal policy, or account restriction involved; ( 3 ) a remote procedure to complete the approximately USD XXXX international USD wire transfer from XXXX ; ( 4 ) the internal case number, ticket number, or complaint reference related to this matter ; and ( 5 ) confirmation that this case has been assigned to a senior complaints, compliance, or escalation officer, not simply routed back to the same account manager, branch contact, chatbot, or generic phone support channel. Citibank contacts : XXXX XXXX ( XXXX ) and XXXX XXXX ( XXXX ).

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