Consumer complaint received 2022-08-10
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I opened my account with Citi Bank on XX/XX/2022. I did an automated balance transfer of {$700.00} to my primary bank account with XXXX XXXXXXXX XXXX on XX/XX/2022. It was stated in the " Terms and Conditions '' that the balance transfer would take 3-5 business days to appear. I was not asked for a routing number, only the account number. The balance transfer was " posted '' on XX/XX/2022 as " XXXX XXXX XXXX ''. I reached out to CITI bank to confirm how long it would take for the transfer to show up on my XXXX XXXX  XXXX account, I was told that Monday-Wednesday ( XXXX XXXX XX/XX/XXXX ). I also told the representative that the statement showed " XXXX XXXX XXXX '' but the account is at XXXX  XXXX XXXX and the two have no correlation. I was told BY THE REPRESENTATIVE to " IGNORE '' the fact that my statement said " Discover Personal Loans ''. I also checked if CITI had the right account number and the representative confirmed that CITI did the transfer to the right account number. The balance did not appear by XXXX, XXXX, so therefore I gave CITI a call and was told by one of their representatives said that I would see the transfer most probably by tomorrow ( which was Thursday, XX/XX/XXXX ). Once again I double-checked if CITI had the right account number and once again, the representative confirmed that CITI did the transfer to the right account number. And I was told they would open an investigation. I did not see it on XX/XX/XXXX, so I gave CITI a call once again and the supervisor spoke to me stating that they would open an investigation regarding where the money is. I was also told to call XXXX XXXX XXXX to let them know that CITI bank would be giving them a call, so I called XXXX XXXXXXXX XXXX to let them know and ask if they see a transaction of any sort and was told " no '' by XXXX XXXX XXXX. I called back on XX/XX/XXXX just to ask if there were any updates and if CITI have XXXX XXXX XXXX a call and they never did. I was told by the supervisor that NO investigation was opened. He stated that he would open the investigation now. I was told I would receive confirmation through email or via mail. I received nothing. I called on XX/XX/XXXX, and I was told by the supervisor that they can not call XXXX XXXX  XXXX because it's my bank, so I gave XXXX XXXXXXXX XXXX customer service through CITI bank 's supervisor and the supervisor hung up. Simply said nothing but hung up. I called again and they did not seem serious about the issue and told me to wait for the investigation to be complete for 14 days. I was told again I would be sent an email for confirmation but received nothing. I gave them a full 14 days and called CITI today ( XXXX ) and I was told the investigation is still in process and to wait 14 MORE DAYS because that's how long it takes for an investigation to process. I explained to them the whole situation on when it was started and I was told they started the investigation on XX/XX/XXXX. The supervisor said that they have no information for me. The supervisor raised his voice at me and accused me of " not listening to him '' when I asked what have they been doing since XXXX, XXXX. I told them to at least take the {$700.00} off my bill because I'm not responsible for that and since it is still under investigation or out for dispute but I was plainly not ever addressed for it. He clearly said without addressing any issue " I have no information for you, you have to wait 14 days ''. I also told them I just want to pay my balance in full ASIDE from the {$700.00} that I AM NOT RESPONSIBLE FOR and close the account with them, but they won't even let me do that. I also called XXXX PERSONAL LOANS today since my statement is showing " Discover Personal Loans '' and they also have nothing from CITI bank. By now I have spoken to XXXX XXXX XXXX, CITI bank, and XXXX. I have also gone to CITI bank once and was told to wait. Every time I have spoken to a supervisor, they are so rude and not helpful. Every single supervisor is so rude over there and they do not communicate with each other or write down notes so whenever you call you have to explain everything and you hear new surprises from them every time.

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