Consumer complaint received 2023-04-14
Company: CITIBANK, N.A.
State: MI
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:
*My dispute is with : Citibank XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX SD XXXX *Phone number : XXXX or XXXX *Last four digits of my Citibank credit card is XXXX *XXXX XXXX XXXX- initiated a balance transfer from my Citibank account ( XXXX XXXX to my XXXX XXXX credit card ending in XXXX in the amount of {$4700.00}. I waited one week, but I never received the credit to my XXXX XXXX XXXX  account for the balance transfer from Citibank. 
*XXXX XXXXXXXX - I called Citibank and spoke to a customer account rep in regards to not receiving my balance transfer to my XXXX XXXX credit card. The rep inform me that she would put in a dispute, and it would take 5 to 10 business days. 
*I received correspondence from Citibank dated XX/XX/2023, stating that a dispute has been opened. On this correspondence, there is a case ID number XXXX * I received another correspondence from Citibank dated XX/XX/ stating : Proof of electronic payment has been sent to XXXX XXXX XXXX so they can credit the balance transfer to the correct account. A copy of the proof of payment has been sent to you under separate cover. I never received this proof of payment that they stated. I then called Citibank again and spoke with a male acct. rep who stated that the dispute was completed and I should receive my balance transfer in 5 to 10 business days. 
XXXX XXXX - Called and spoke with an account rep by the name of XXXX who stated that I transposed the third set of numbers on my XXXX XXXX credit card incorrectly and the monies had been sent to that incorrect account number. She stated she would open up another dispute. 
XXXX XXXX - call Citibank again and first spoke with a rep name XXXX who transferred me to a rep named XXXX in the Fraud Dept XXXX During this telephone call, I was at XXXX XXXX XXXX in the office of a personal banker by the name of XXXX XXXX. I had XXXX on speaker so he could converse with XXXX. He told XXXX that Citibank sent the balance transfer to my account. He told XXXX that Citibank sent the balance transfer of {$4700.00} to a credit card number that had the third set of numbers as XXXX which is not correct. The correct number for that third set of numbers should have been XXXX. This was my error when I initiated the balance trance for online. XXXX proceeded to look for the balance transfer going to a credit card number of XXXX which she stated was not a valid XXXX XXXX XXXX credit card number. XXXX also spent time looking through all the balance transfers at XXXX XXXX XXXX that had been received in XXXX and never found a total of {$4700.00} received at XXXX XXXX XXXX. XXXX provided XXXX with the transaction number of the balance transfer from Citibank to XXXX XXXX. Again XXXX found no record of the transaction number that was provided for him. I left the bank, frustrated and asked to speak to another supervisor whose name was XXXX. Once again, they tell me that they were opened up a dispute and that it should take 5 to 10 business days for resolution. XXXX advise me to give a call back on Monday, XX/XX/XXXX to see the status. 
* XX/XX/XXXX- I spoke with a supervisor by the name of XXXX from Citibank, who once again stated that she would open up a dispute. I had mentioned before that Citibank is now having me to pay a monthly payment to my account because my account is showing that they sent the balance transfer to XXXX XXXXXXXX XXXX I also have to pay XXXX XXXX XXXX a monthly payment because XXXX XXXX XXXX has never received the balance transfer from Citibank. XXXX was kind enough to give me {$100.00} credit on my Citibank account but advise me to continue to pay the monthly pay. She stated to wait another 5 to 10 business days for the dispute to be resolved. five business days have passed and on XX/XX/XXXX that will be 10 business days and I have no faith that there would be resolution. 
XX/XX/XXXX- I called Citibank again in regards to this matter and asked for their corporate number which they could not provide but he gave me an address that I can send correspondence to. At that point I called the XXXX XXXX XXXXu. Unfortunately, they were not able to help me with this matter, and referred me to you. Please help me these people have been giving me the runaround for over a month now and I am being charged for monies I have not received. I am now getting interest on my XXXX XXXX credit card, because the balance transferred has never been received and I have also have taken a XXXX point decline on my credit score because of this. 

The resolution that I am seeking is, I want my money transferred to my XXXX XXXX credit card. I feel that I should not have to wait until they figure out what has happened before I receive my money. I feel that they should instantly send my {$4700.00} to XXXXXXXX XXXX for my requested balance transfer immediately and then they can figure out where that money went and take it from there instead of punishing me. I also feel the 5 % balance transfer fee should be credited to me for all of the aggravation, stress and strife that I have endured for these last six weeks.

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