Consumer complaint received 2023-11-22
Company: CITIBANK, N.A.
State: NC
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/XXXX, I requested a balance transfer of {$15000.00} from this card after receiving an offer of 0 % interest until XX/XX/XXXX. 

On XX/XX/XXXX I noticed that my XX/XX/XXXX payment included the XXXX in my autopay payment. I called customer service and asked why this was included and was told because I set it up that way but I still had time to change the payment. 

I told your agent that circumstances had change and I was able to repay the XXXX but would only do so if the balance transfer fee of {$750.00} were waived. He put me on hold and came back stating he spoke to his supervisor and that if I paid the entire amount due the {$750.00} fee would be reversed. I agreed to that. These conversations should be reflected either in my account notes or a recorded line. 

I watched and waited until the account closed on the XXXX, but no credit was posted. I called back on XX/XX/XXXX and spoke with an agent who said I had not paid the entire balance therefore I was not entitled to a refund of the balance transfer fee. I then asked to speak to a supervisor who was abrupt and borderline rude, the most interesting thing he said was he was not aware of my conversations on XX/XX/XXXX, really?, he couldnt look at my account? 

Even if the agent I spoke with on XX/XX/XXXX, and his supervisor, spoke in error, they are agents of Citi and Citi should honor what they told me. 

I sent the attached letter on XX/XX/XXXXXXXX  and received a response from them in a letter dated XX/XX/XXXX. 

I sent a 2nd letter on XX/XX/XXXX, appealing their decision which said. 
I am writing in response to your letter of XX/XX/XXXX. Although your letter says to call, I do not wish to do that because I am so tired of speaking to people who either dont understand what I am wanting or do not have the authority to do what I am asking, which is to refund the {$750.00} balance transfer fee I have been charged. 

In short, your letter states that the reason you can not refund the cash advance fee is that after all payments were made, I owed {$210.00} on the balance transfer therefore I am not entitled to a credit of the {$750.00} fee I paid. 

I am enrolled in automatic payments and aside from promotional balances, pay my bill in full every month. This has been the case since XXXX when I first received the card. When I do a review of how my XXXX payment was allocated, and, review my XXXX statement, the only balances due are the ones that are on flexible plans that were created before I did the balance transfer on XX/XX/XXXX. 

I repeat, my XXXX statement shows NOTHING owed on the balance transfer. If you can show me how my {$18000.00} was allocated and failed to pay off the balance transfer, I will let this matter drop. If you cant, or wont, I may file a complaint with the Consumer Financial Protection Bureau. 

As I stated before, even if the agent I spoke with on XX/XX/XXXX, and his supervisor, spoke in error, they are agents of Citi and Citi should honor what they told me. 
Their response was basically the same as their response on XX/XX/XXXX. I am attaching copies of all correspondence.

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 monetary relief