Consumer complaint received 2020-05-28
Company: CITIBANK, N.A.
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Debt settlement
Issue: Fraud or scam

Complaint:
Hello, I am submitting this request with the hopes that a balance transfer will finally be deducted from my Citi bank account. 

On XX/XX/XXXX, I requested a balance transfer from my Citi credit card account to my XXXX credit card account in the amount of {$3600.00} ( image attached ). The amount was automatically added to my XXXX balance. I was told by XXXX that the amount would be deducted from my Citi account within 7-10 business days. 

After 10 business days, the amount had not been deducted from my Citi account. I contacted XXXX and was advised that I should wait 14 days. The amount still had not been deducted from my Citi account 14 business days after I originally requested the balance transfer. I contacted XXXX again and was told to wait 30 business days. On or about XX/XX/XXXX, ( 30 business days after the initial balance transfer request, factoring in winter holidays ), the balance was still not deducted from Citi, so I contacted XXXX. XXXX initiated an investigation ( I can provide the investigation number, if necessary. ). 

Upon completion of the investigation, XXXX informed me that they had mailed Citi a check for {$3600.00} and Citi had cashed the check on XX/XX/XXXX. XXXX advised me to contact Citi. I contacted Citi bank and advised them of the situation. Citi informed me that they had not received any funds from XXXX for my account. 

I contacted XXXX and was informed that they would mail me a copy of the cashed check. They told me to expect the check within 14 business days. I did not receive the check and contacted XXXX on XX/XX/XXXX ( images attached ) to inquire about the whereabouts of the check. XXXX informed me that the check was not mailed because XXXX advised me on XX/XX/XXXX, that Citi could not identify the proper account number for the balance transfer. XXXX also, allegedly, told me on XXXX XXXX to contact Citi, so it could verify the correct account number and apply payment. I was never advised of this XXXX XXXX information before XX/XX/XXXX. In the mean time, the XXXX employee opened another investigation ( I can provide the investigation number, if necessary ) to request ( again ) that a copy of the check be mailed. 

A copy of the cashed check was mailed on XX/XX/XXXX and I received it within 14 business days ( image attached ). After receiving the check, I immediately went to contact Citi bank. By this time, the coronavirus was widespread. Citi was experiencing high-volume on their chat line, so I took advantage of the option to leave my email address. I never heard back from Citi. 

At this point, I can not get in contact with Citi bank to show them the copy of the check that they cashed, or to inquire about the inaccurate account number. The balance transfer amount has never been deducted from my Citi account. 

This is not the first time I have had issues with Citi bank I submitted a complaint earlier in XXXX because Citi refused to reimburse me for unauthorized charges on my account. I am submitting this complaint in order to have the {$3600.00} deducted from my Citi account. 

Thank you.

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 non-monetary relief