Consumer complaint received 2017-11-08
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:
On XX/XX/XXXX my daughter requested a refund of {$2300.00} from XXXX for a product that was paid for over a year ago using an XXXX XXXX, a card that had the balance paid off. XXXX refunded money to XXXX XXXX, but since it was through a XXXX membership, money was forwarded to CitiBank, which is the new bank XXXX is is using. I waited until XX/XX/XXXX to call CitiBank because XXXX said it might take 3-5 days to process. On XX/XX/XXXX, CitiBank stated that they has received the money from XXXX, but that I could not get refund because money would be used to pay part of my balance. I explained that this was not my wish and needed a check for the refund to purchase another item. They said this was their policy and the only way to get a refund was if I had a credit balance, which I did not. I told them that money was mine since I had not used my CitiBank card to pay for the initial item that was refunded. The only reason Citibank even got the refund was because they were now the bank that worked with XXXX instead of XXXX XXXX. Getting nowhere, I requested a manager, who again stuck to the script that this was their policy and I could not get refund. I asked for yet a higher level administrator, who also said nothing more than this was their policy. On XX/XX/XXXX I called again to try and resolve this issue. The customer service rep, XXXX, put me on hold and talked to a higher lever administrator and both returned to the phone. I was then told that they could not write a check, but that they could send the refund to my bank account. They had me verify my account number and said it would take 3-5 days for the process, but I should see money in my account by then. I was elated that they had been so helpful and stated this. On same day, I received an email stating request for refund had been made. On XX/XX/XXXX I once again called CitiBank since I did not see money in my account and wanted to follow up. I was told that request had been denied. I asked why, and they gave me the previous response, that it was their policy not to give me a refund, and that I should not have been told otherwise. They said if the vendor undid the initial refund I could get possibly get the money from them. I asked if this was something that had been done before, but they did n't know and said it was up to me to try. I again spoke to a manager and an administrator. I explained that they were making the decision of how to use my money without my consent. I continued that it was never their money to begin with, and that the records show I have never beendelinquent and my balances had always been paid off. When I got nowhere, I asked for a higher level person and was told there were none. I asked for a corporate number and was told there was not one, but that I could write to them. I took the address down, but then went online to find that there actually is a corporate number. I called, but the recording said to call back since everyone was in a corporate meeting. On XX/XX/XXXX my daughter called corporate and spoke to XXXX, who repeated their policy. When my daughter explained how it was not their money to do as they wish, she responded with " I guess we 'll just have to agree to disagree ''. On XX/XX/XXXX I emailed XXXX hoping they could undo the refund, but on XX/XX/XXXX they responded saying the refund had already gone through so they could not help me. Citibank has a rating of half a star out of five and rightfully so. After reading the numerous customer complaints, it is clear that they are not about working with the customer and often make the decision of how customer 's money is handled for them. I hope that submitting this claim will help me get the refund that belongs to 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 monetary relief