Consumer complaint received 2026-05-07 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: CITIBANK, N.A.

Complaint narrative:
Complaint Against Citibank N.A. Missing XXXX XXXX International Wire Transfer Dear CFPB XXXX, I am filing a complaint against Citibank XXXX. regarding a missing international wire transfer of USD XXXX. I understand that I am not a direct Citibank customer. However, Citibank N.A. appears to be the beneficiary bank and/or intermediary bank in the XXXX payment chain for this transfer. The funds were sent from XXXX on XXXX XX/XX/year> to XXXX XXXX XXXX using the beneficiary bank details provided for my XXXX deposit. Key payment details : Sender : XXXX XXXX Sending Bank : XXXX Sending Account : XXXX Amount : XXXX XXXX Transfer Date : XXXX XX/XX/year> Beneficiary : XXXX XXXX XXXX Beneficiary Account / XXXX : XXXX Beneficiary Bank : Citibank XXXX. Beneficiary Bank Address : XXXX XXXX XXXX, XXXX XXXX, NY XXXX, United States XXXX Routing Number : XXXX XXXX / XXXX : XXXX XXXX Reference : XXXX XXXX : XXXX The XXXX / XXXX payment information provided by XXXX is as follows : { XXXX : XXXX } { XXXX : XXXX } { XXXX : { XXXX } { XXXX : XXXX } } { XXXX : XXXX : XXXX XXXX : XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : INVESTMENT/SECURITIES XXXX : OUR - } The funds have not XXXX credited to the XXXX account after XXXX XXXX. XXXX has already initiated a XXXX trace investigation as beneficiary claiming non-receipt of funds. XXXX has also advised me that it sent multiple XXXX follow-up messages and an escalation email to the overseas / beneficiary bank, but no response has been received. My complaint is that Citibank N.A., as the beneficiary bank and/or intermediary bank shown in the SWIFT payment chain, has not properly responded to the XXXX investigation and has not provided any confirmation as to whether the funds were received, held, rejected, returned, misrouted, or pending. This lack of response has prevented both the sending bank and me from locating the funds. There are also XXXX technical points requiring review : XXXX. The XXXX contains the following field : XXXX : XXXX XXXX XXXX previously indicated that this may be a possible routing issue. XXXX. The XXXX header includes : { XXXX : XXXX } This may indicate that Bank XXXX XXXX was involved as an intermediary or correspondent bank. However, the funds were ultimately intended for XXXX XXXX XXXX via Citibank N.A. I request CFPBs assistance in requiring Citibank N.A. to : XXXX. Respond to XXXX XXXX investigation and follow-up messages ; XXXX. Trace the payment using the XXXX ; XXXX. Confirm whether Citibank received, held, rejected, returned, forwarded, or misrouted the funds ; XXXX. Identify whether the funds are currently held by Citibank or were passed to another bank ; XXXX. Explain why no response has been provided to the sending banks investigation request ; XXXX. Assist in having the funds either credited to the correct beneficiary account or returned to the sending bank. The amount involved is significant, and the delay has continued for several weeks without a clear explanation. Supporting documents available include : XXXX / XXXX payment copy from XXXX ; XXXX tracking reference ; XXXX XXXX trace investigation correspondence ; XXXX confirmation that multiple SWIFT follow-up messages and an escalation email were sent ; IBKR correspondence confirming non-receipt of funds. Kind regards, 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