Consumer complaint received 2019-02-22
Company: CITIBANK, N.A.
State: TX
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:
XX/XX/XXXX - Requested a balance transfer using my Citi Simplicity credit card. 

I rrquested they mail a check in the amount of {$4900.00} to XXXX XXXX to transfer my XXXX XXXX personal loan balance to my Citi Simplicity card. I specified that XXXX does not accept electronic payments and a check must be sent. A Citi bank representative confirmed that can be done and it is not a problem. I gave the representative the mailing address where to mail the check, and they told me a check would be mailed. 

XX/XX/XXXX-XX/XX/XXXX - i confirmed with a citi bank representative that XXXX XXXX had not yet recieved the check. The representqtive then explained to me that they decided to send an electronic payment. 

I asked why, as I was very specific that it must be a check. They pologized and said they will dispute the charge and the balance and transfer fee will be removed from my account. 

XX/XX/XXXX - XX/XX/XXXX - called citi bank multiple times during this time frame to explain that the balance on my coti simplicity card is still showing. I was told again on MondayXX/XX/XXXX that the balance will be removed from my card no later than Friday XX/XX/XXXX. 

XX/XX/XXXX - called citi bank to ask why the balance was still shwoing on my account and was told they had to open a second investigation, that i would recieve a letter in the mail, and that they would ensure the balance will be removed as well as the wire transfer fee of {$240.00}. 

XX/XX/XXXX checked my citi account to find the balance was still showing. Called citi bank, they told me there nothing they can do at this time and i have to pay the balances on the due date. I asked for a supervisor. The supervisor told me they elctronically wired the funds to a furniture company after i requested a 3-way call with XXXX XXXX to confrim upgrade never recieved the funds. The supervisor told me she would contact the firniture company and retrieve the funds, and will call me back no later than Thursday XX/XX/XXXX. Did not receive a callXX/XX/XXXX. 

XX/XX/XXXX - i called citibank, the transfered me to a closed dept. i called back and spoke to customer service and was told i need to speak with the fraud dept. and was transferred to the fraud dept. the representative in the fraud department told me to call my Citi account specialist and have me a phone # and extension. I called the number and it was for a debt relief company XXXX XXXX XXXX. I called back and again waited and was teansferred to the fraid dept. they said they cant help me and I need to speak with customer service. I spoke woth customer service for over 1 hour, she then told me she needs to transfer me to the fraud dept again so they can assist. 

This is absurd, they sent a wire transfer without my request or approval, it is severely effecting my credit health and financial health. I now have a balance of {$5100.00} for funds that I never used/received. 

The representatives can not assist me over the phone and are all but incompetent. The nearest branch is XXXX  miles from my home. I do not know what to do.

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