| Address: | A 502, Citizen Society,, Sector 51, Gurgaon, Haryana |
| Website: | Citibank Forex |
My name is Ashok Sud and I am a Citi customer for many-many years (almost 18 years now) in India.
Recently, I was in touch with Citi officials (customer care executives) in the past 8-10 days. I was trying to initiate a Remittance to UAE- Dubai in AED- Dirhams for my daughter's Education Fee (to her university). I had a detailed discussion regarding this on 4th December where I was told the process to initiate REMITTANCE through my own account using Citi net banking.
On 8th or 9th again, I called customer care and the executive (a male- I don't recall his name now) explained in detail the charges to be applied for REMITTING AED through my Account. We were clear on the matter that I was using my account (INR) and I had to remit the money to University in Dubai, UAE in AED (Dirhams). He even explained that exchange rate was 20.95 on that day and based on that he calculated the bank charges, currency charges, and other charges which would be applicable for the amount (I told him about 37000 AED was to be remitted). So at no point, it was unclear to either him or me that the transaction being discussed was using net banking for remittance of money in AED to a university in UAE, Dubai from my domestic account (INR account).
Based on this understanding I initiated payment of AED 36838 on 10th December 2021 under Transaction Reference Number NWT[protected].
I have called Citi customer care three times since 10th December. Each time I was told that this would take 2 working days and the transaction would be through. On 13th morning (when University is chasing me; since the last date of fee payment is already over); I was told by CC Executive that AED remittance through NETBANKING was not allowed.
I AM SURPRISED AND DISAPPOINTED THAT AFTER 6 CALLS TO CITI CUSTOMER CARE AND LOSING 10 DAYS IN THE PROCESS; CITIBANK FINALLY WOKE UP TO THIS REALISATION THAT THE TRANSACTION IS NOT ALLOWED USING NET BANKING AND CUSTOMER NEEDS TO VISIT A BRANCH. SO MUCH FOR THE CUSTOMER SERVICE AND DELIGHT.
As a result, I lost almost INR 20000/- (loss on exchange rate since the transaction was initiated as well as late fee at the university).
A formal complaint was raised on Citi portal Ref No. 2680 (India). After a few days, I received an email apologizing for the mix-up and assurance that such instances would not happen in the future.
My problem is that this apology does not make good the loss of INR 20000/- as well as mental stress I had to undergo chasing Citibank.
I would like my loss to be made good by Citibank.
Regards/// Ashok Sud
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