Consumer complaint received 2022-11-02
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
I made a purchase for {$6100.00} on XX/XX/XXXX. On XX/XX/XXXX I moved that purchase to the Citi flex pay plan transferring that balance out of my purchase account and into my Citi flex plan # XXXX. I made my scheduled payment of {$3800.00} effective for XX/XX/XXXX. On XX/XX/XXXX my bank notified me that the payment was to be rejected because they closed my account due to a XXXX fraud attempt. I immediately called Citi and informed them of this. I asked them what to do and they said I needed to make a replacement payment for the same amount which I did. I even have an email record from Citi stating a " replacement payment is required '' to my account. The problem is that Citi then applied this replacement payment against this flex pan # XXXX instead of my outstanding balance. This was noticed by me when Citi revised my XXXX statement and charged me fees for the returned check and interest on the standard purchase and the offer. I called Citi on XX/XX/XXXX to discuss this. I spoke to a representative who saw the issue and put in a request for the back-end team to move the amount back to the flex plan and apply the payment correctly, she said it would take XXXX days. I called early in XXXX and spoke to another representative and then a supervisor. The supervisor informed me that the representative on XX/XX/XXXX did not complete their request to the team, so no work had been completed. He said that he would put in the request and expedite it to make sure it was handled accordingly. This was not done. I called again on XX/XX/XXXX or XXXX and talked to another representative and supervisor. This supervisor assured me that he would correct the matter and to " consider it solved ''. In fact, he did accomplish something, but instead of fixing the matter, the back-end team moved all but {$27.00} of the balance of Plan # XXXX to my purchase accounts in error this caused me to incur in error an additional {$110.00} in interest. I called on XX/XX/XXXX and spoke to another representative. He explained that the back-end team was still working on the case and would in fact clean it all up and everything would be right within 5 days. I waited and then called today XX/XX/XXXX and had my worst call with a supervisor. He choose not to listen and said that everything on the recorded calls was wrong and that Citi has determined that I am at fault here and responsible. I told him there are multiple recorded calls with Citi employees advising me on what to do and stating they will correct Citi 's error, he refused to acknowledge the fact and said he would do nothing. I immediately told him I would be disputing the amount and needed the address to write the dispute to as well as informed him that an FTC complaint would be filed for failing to adhere to the laws and guidelines. He did not care and I closed my account with him and he was finished with me.

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