Subject: Pension Payment Stuck at Citibank (Intermediary) - Seeking Advice

industriegrafik

Hi everyone,

My monthly pension from Switzerland (Avadis) hasn't arrived in my UK Starling account. Avadis says it was sent, but Starling hasn't received it.

It appears the funds are held by Citibank as an intermediary. Citibank refused to speak to me directly, and Avadis's "Service Desk" says they've "approached" Citi but can't do more. 

Starling has a Citibank reference for their query ([Citibank Ticket Number from your bank]).

I'm now demanding Avadis provide the SWIFT MT103 and for their bank to initiate a formal SWIFT trace.

Has anyone dealt with funds held by an intermediary like Citibank for a pension or similar payment? Any tips on unblocking this or getting the sending bank to act faster on a trace?

Thanks!

Voyager2002

I do hope that you find a way to resolve this...

My experience with Citi was that they were terribly unresponsive, even when I was their direct customer. The only way I managed to get their attention, and any serious attempt to resolve the problem I faced, was by posting on the Consumer Financial Protection Bureau website in the USA. This yielded an email address for a trouble-shooting team within Citi: the email that I used was:  

Citi Executive Response Unit <citieru@citi.com>

Of course, it may have changed by now.