Consumer complaint received 2023-07-12
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:
Card balance is fully paid by my employer, however I am required to cover the amount due by its due date if employer 's payment has not gone through. On XX/XX/XXXX I paid {$530.00} from my personal checking account since balance was due. On XX/XX/XXXX employer pays entire card balance, which leaves a - {$530.00} balance on the card, which is my original money that belongs to me. 

On XX/XX/XXXX I notice the " request refund '' option is missing on the website, so I call the number on the card for assistance, where I'm told I can't request a refund until after XX/XX/XXXX. 

On XX/XX/XXXX I call the number again, where I'm told by the automated voice that they need me to provide a phone number to send a security code to. I provide my phone number, which is rejected because they can't verify it as mine. This despite this being the same number registered to the account, which Citi texts to send me a code every time I log in to the website ( I have 17 texts from them as of writing this ). I'm asked to provide a different phone number. I have no other phone numbers, yet no other option ( such as by mail or e-mail ) is offered. Automated helper ends the call on me after I am unable to provide another phone number. 

I check periodically, but website still lacks the " request refund '' option. 

On XX/XX/XXXX I go to a physical Citi location, but am turned away and told that they can only help me with the balance refund through calling the number on the card. 

Same day XX/XX/XXXX I call the number again, but after the automated helper rejects my phone number yet again, I ask to speak with an agent. Agent also informs me that my number is being rejected. However, she gives me the option to answer security questions, which I accept. I am given 3, all of which I know and answer correctly, however I'm eventually told I answered all 3 incorrectly. 
( I know this is not possible. Q1 I'm asked what state one of my cousins lives in out of several options, I answer the option " None of the above, '' because New Mexico, where he lives currently and for the past decade, is not one of the options. Q2 I'm asked what college I've been affiliated with out of several options, I answer the option " None of the above, '' because I've only been affiliated with 3 colleges in New Mexico, which were not named, in fact none of the options were from New Mexico. Q3 I'm asked which address is familiar to me out of several options. I answer " None of the above, '' because I'd never heard of those addresses before. ) Agent is puzzled but helpful, and gives me the option to answer 3 other questions, which I once again accept and once again fail, but this time she informs me I answered 2 incorrectly. 
( Once again I know this is not possible. I even clarified the questions before I answered, since I was wary after the previous attempt. Q1 I'm asked in which of the following cities have I lived in, which I answer the only correct option given : " XXXX XXXX, since I currently live here, '' I said. Q2 I'm asked what year is closest to my birthday year, with several options being prior to the XXXX and one option being XXXX. My birthday year is XXXX, so XXXX is the closest. " XXXX, '' I answer. Q3 I'm asked what employer I've been affiliated with out of several options. I've never even heard of the options given, much less worked for them, so I answer " None of the above. '' ) At this point the agent says there's nothing that either she or her supervisors can do for me on their end since I failed twice. She says the only thing I can do now is request it through the website online. I inform her that I have been unable to find that option online. She offers to walk me through how to find it, but I did not have computer access at the time to follow along, so she suggested that I call back when I do. 

Same day XX/XX/XXXX I call the number again while logged in the website. Automated helper rejects my phone again before connecting me to an agent. This new agent also tries to send security code to my phone number but informs me that it's not being accepted. I inform her that I'm logged in the website so that she can guide me to the " request refund '' option. She guides me through by telling me where to click. " Request refund '' option is missing from the rest of the given options. I read out loud all the options that I see in the page so that the agent can confirm I'm looking in the right place. Agent confirms that I'm at the correct screen, and that the " request refund '' option should be among the other options that I read. She did not know why the option was missing. 
With that I've exhausted my options with Citi. There remains no way for me to request a refund on the negative balance.

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