Consumer complaint received 2026-06-25 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Fraud or scam — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I am writing to formally dispute the handling of my foreign currency order placed with Citibank on XX/XX/year>, for XXXX XXXX. At the time of placing the order, I clearly indicated that I would be traveling internationally on XX/XX/year>, and required the currency before my departure date. The breakdown of the charged amount was as follows : Exchange amount : {$610.00} Delivery fee : {$15.00} Other fee : {$5.00} Total charged : approximately {$630.00} When the currency had still not been delivered by XX/XX/year>, and no delivery estimate could be provided, I contacted Citibank customer service prior to my departure. During that call, I was informed that the order would be canceled and that I would receive a refund for the transaction. After returning from my trip during the week of XX/XX/XXXX, I noticed that no refund had been issued. Since then, I have spent countless hours on repeated calls with customer service and have had multiple cases opened, escalated, and closed without any meaningful resolution. Some of the case IDs created for this matter include : Case ID : XXXX Case ID : XXXX I was later informed that an internal investigation claimed the currency had been delivered on XX/XX/XXXX. However, despite repeated requests over several weeks, Citibank has failed to provide : Tracking number Carrier information Proof of delivery Signature confirmation Name of recipient Delivery timestamp or documentation I have never received this package. The handling of this matter has caused significant frustration, mental stress, and unnecessary hardship. I have been repeatedly transferred between departments, asked to explain the same situation over and over again, and given inconsistent information without any accountability or resolution. I also visited my local Citibank branch seeking assistance. The XXXX branch manager XXXX XXXX contacted me twice afterward, only to state that she was unable to do anything further to help resolve the issue as the Customer Service team is giving her the same information. What is especially concerning is that despite this matter remaining unresolved for nearly two months, I have not received a single written correspondence, investigation summary, delivery document, or formal update from Citibank. I have repeatedly been told that customer service is unable to provide written communication or send email confirmations regarding the investigation or dispute process, which is both unacceptable and highly concerning for a financial institution handling disputed funds and alleged deliveries. I have been a loyal Citibank customer for approximately 18 years, and I never expected to experience this level of neglect regarding a straightforward dispute involving missing funds and lack of delivery proof. Citi informed me that they delivery currency with a ID proof and signature - none of that was provided to me- just a tracking number with a fake signature and no ID. Complete documentary proof of delivery, including signed delivery confirmation and tracking records

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