Consumer complaint received 2024-11-06 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Unexpected or other fees — 
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
I was going to do an international wire transfer to XXXX, I went to Citi banking office in XXXX XXXX  to deposit the money and do the transfer, but I was told the money will not be available that day and was educated on the instruction of how to do the transfer at home online. The XXXX staff advised that doing it in XXXX dollar will not inquire any cost or charges. 

On XX/XX/year>, I sent a wire transfer to my sister in XXXX through Citi bank WIRE TRANSFER to XXXX XXXX XXXX XXXX  for {$45000.00}. On the XXXX of XXXX, I received the money returned to my bank but short of the total amount. Citi bank returned {$43000.00} the money was SHORT {$1800.00} from my money. The money was supposed to go into a recipient bank account and the recipient was supposed to receive XXXX. I have provided the accurate bank information and account name and number, swift code as provided and confirmed from the bank and recipient. All information provided was accurate except for a transit number which CITI BANK did not provide any column or ask for it to be provided. 

When I inquired while my money was short, they told me that the account could not be verified and that the information provided was wrong and that the bank received the money and retuned it back with a XXXX exchange rate. 

My sister went to her bank to inquire this information, The bank DENIED ALL the INFORMATION. XXXX XXXX XXXX XXXX  Said over the phone while my sister was at the bank " We never received any transaction or wire transfer form CITI BANK and nothing was credited into recipient account and using the reference number provided, we did not see or trace any incoming transaction '' The money did not even get into XXXX. My sister checked her account as well there was no trace of any deposit into her account I started calling customer service over the phone several times until they started ignoring me and making fun of me over the phone. they started talking like a robot to me over the phone until i end up hanging up, which they will end up concluding that my conversation was incomplete. 

Customer service started lying any time I call back, they say different thing to me giving me different inaccurate information. 

*some say that my transaction was incomplete, -- - *some say that XXXX XXXX returned the money back to my account after receiving the money *some say XXXX  XXXX XXXX XXXX  could not verify the information, they converted the money back to my account using XXXX dollar. 

*some say XXXX  XXXX XXXX XXXX  received the money and kept some of it for their charges * some say that i did not have enough money in my account when I made the transition, which was a lie, i had {$45000.00} plus other monies in my account when i did the wire transfer *it became a child 's play how much fun they were making off of me and it got to a point that they would keep me on hold for a VERY VERY long time and when it was my time to talk the phone would hang up, *When I finally get them, on the phone they refuse XXXX listen to my side of what XXXX XXXX XXXX said and told me that XXXX XXXX  was lying and KEPT STRESSING ON THE CONVERSION RATE. But when my sister went back to XXXX XXXX the bank would say they do not know what CITI Bank is saying as there is no transaction. This made me very frustrated mentally. 

*I do not know what to do- IF BOTH BANKERS ARE LYING TO EACH OTHER. I AM THE MIDDLE PERSON -IT IS MY MONEY * Different customer service people I spoke with ( mostly Asians over the phone ) gave me different information about this wire transfer which appears to be ALL LIES. 
Then I started question in person I drop from Maryland to New York. 

PLS NOTE TO CITI : *THIS MONEY IS TIME SENSITIVE-CITI BANK WILL BE BLMANED AND HELD RESPONSIBLE FOR ANY CONSEQUENCES OR FRAUSTRATION, XXXX OR EVEN XXXX THAT MAY ARISE OR RESULT FROM THIS SITUATION.

*THIS MONEY IS FOR MY SISTER TO USE TO GET A HOUSE FOR HER-SELF AND HER KIDS OR THEY MAY BECOME HOMELESS. 

*MAKING MY MONEY SHORT DOES NOT MAKE SENSE -WE DONT KNOW OR HAVE THE MEANS TO REPLACE ANYTHING AT THIS TIME *WHEN TRANSACTIONS ARE INCOMPLETE OR DID NOT GO THROUGH AS THEY CLAIM- IT SHOULD BE RETURN TO OWNERS ACCOUNT IN EXACT FULL AMOUNT ( {$45000.00} ) *IT IS NOT FAIR FOR ME TO WORK MY XXXX OFF TO MAKE UP THE MONEY TAKEN TO RETRY TRANSACTION THAT NEVER WENT THROUGH IN THE FIRST PLACE. 

I NEED CITI BANK TO RETURN ALL MY MONEY BACK INTO MY AMOUNT OF {$45000.00} NOT {$43000.00} ). OR CREDIT THE DIFFERNCE TO THE AMOUNT TO MAKE UP {$45000.00}. 

*PLEASE NOTE I REFUSE TO ACCEPT ANY XXXX CONVERSION RATE MADE FOR THIS TRANSACTION TO MY ACCOUNT. I WANT ALL MY MOMNEY BACK IN FULL. I NEED MY {$1800.00} BALANCE

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 monetary relief