Consumer complaint received 2023-12-20
Company: CITIBANK, N.A.
State: VA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
On XX/XX/23 I tried to do a balance transfer of {$5400.00} from my XXXX XXXXXXXX XXXX card to my Citibank card because Citibank was offering 0 % interest. To perform the transfer using the Citibank app, they obtain your credit information by scanning a photo of your credit card then issuing the payment. After a few days, I noticed the balance had not moved from my XXXX XXXX XXXXXXXX Card so I contacted Citibank to find out what happened with the transfer and they say the transfer had gone through successfully, to which I explained to them it had not so they temporarily reversed the charge while they investigated. During this time, I believed they had corrected the issue so I initiated a new transfer for {$5000.00} which went through successfully. On XX/XX/23 Citibank then reversed their decision again and recredited my card with the initial {$5400.00} transfer plus a {$270.00} balance transfer fee. I called Citibank several times speaking with different representatives who all told me that the transfer had been issued and that I had to resolve with XXXX XXXXXXXX XXXX. I then called XXXX XXXXXXXX XXXX who had no record of a balance transfer of {$5400.00} from my account. They also told me that since they have no record of the transfer on my account, they can not do anything so I called Citibank back and the representative I spoke with confirmed that the credit card number was incorrect on their end, but that payment had already been sent and that XXXX XXXXXXXX XXXX had to resolve the issue. I called XXXX XXXXXXXX XXXX back and they again told me that they could not do anything because they have no record of the transfer, and the representative offered to remain on the phone with me while I spoke with Citibank. So I called Citibank back again with the XXXX  XXXX XXXX representative on the line, the Citibank representative told me that it was my problem because I had entered the account number incorrectly, which I told him was not possible because I scanned my card via the Citibank app so they had an actual photo of the card number and name on the account. The representative even suggested to me that I reach out to the person who received my funds and request them to send them back to me, to which the XXXX XXXXXXXX XXXX representative even laughed and said that's not possible for two reasons, 1 ) they don't have the information of who the funds were sent to and 2 ) even if they did, they can not provide me that information. The XXXX XXXXXXXX XXXX representative even requested that Citibank work with them to obtain the account information so they can investigate on their end and the Citibank representative told him they can not give out that information. 

I've filed complaints with the XXXX XXXX XXXX and the FDIC and on XX/XX/23 I did receive a call from Citibank stating they would correct the matter and I assumed it would be taken care of, but it is now XX/XX/23 and it still has not been resolved. 

To make matters worse, Citibank took back {$3500.00} of the successful {$5000.00} transfer on XX/XX/23 which has not been applied to my account as of today. So not only do they owe me {$5400.00} from the failed transfer, but now they also owe me {$3500.00} of the transaction they took back. All the while I am paying to have these balances on both my Citibank and XXXX XXXX  XXXX credit cards. This issue also has me over my Citibank credit limit therefore Citibank is demanding a minimum payment of {$1900.00} to get my account under the credit limit. I would not be over my credit limit if they had taken care of the initial error. 

I want them to refund the amount they owe me plus the balance transfer fee associated to the failed {$5400.00} transfer. I also want the {$3500.00} that they took back from XXXX XXXX XXXX from the {$5000.00} transfer. This has been going on since XX/XX/23 and it is ridiculous that it has taken this long to resolve. I can't reach anyone other than their extremely unhelpful customer service representatives, who when I requested to speak to a supervisor or someone higher up, they flatly denied. 

If this is not resolved, I will be taking legal action.

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