Consumer complaint received 2023-10-09
Company: CITIBANK, N.A.
State: GA
Product: Credit 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, a balance transfer was made for XXXX from my XXXX credit card to my Citibank card. During the waiting period, I noticed that the payment was not reflected on my XXXX card, but the Citi card reflected the amount. I called Citi to see why my payment had not been posted to my XXXX card and was told to wait a few more days. I questioned the representative to ensure that the right card had been paid. The representative asked for my XXXX 's card number and reassured me everything was fine. Well, I waited a few more days and called back into Citi and spoke with a different representative who asked for my card number again. The representative then informed me that the card number I had given didn't match the one that was paid. I asked how is that possible when I had just reached out to a representative who reassured me the right card had been paid. I explained that I use the mobile app to do the balance transfer by taking a snapshot of my XXXX card as requested by their system. However, I hadn't noticed that some numbers had changed due to the number being blocked out. The rep stated a case would be open, but it was too late to recall the balance transfer which I had requested early on, but was told it would be fine. A week had passed so I reached back out to Citi to see if any progress had been made, I was told they would need to reach out to XXXX. I received a letter in the mail stating the case is now with XXXX and given a trace number for the payment. I then reached out to XXXX only to learn that Citi could not speak with them without me being on the call and they would open their own investigation. XXXX gave me a temporary credit but removed the credit on XX/XX/XXXX because the trace number provided by Citi was considered invalid. I then reached back out to Citi, who opened another case and once again I was sent the same letter stating information was sent over to XXXX along with a trace number. The trace number sent was the same trace number I was previously provided. I decided once again to call Citi and have XXXX on the phone at the same time. The XXXX 's rep explained that there was nothing that could be done on their end because that trace number was invalid and they recalled the payment altogether. The Citi rep said sorry we can't do and there is nothing that can be done going forward. I have since opened another investigation with hopes this can be resolved, so far I have received the same response when calling. I was even told I would get a provisional credit until the issue was resolved ( Citi ). There is still no provisional credit just two high balances. Today 's billing representative said to give it until the end of the week to get resolved before calling back. Here are some additional information provided to show that I have tried working with XXXX as well the case number is XXXX. There are also recorded conversations were both XXXX reps are telling the Citi representatives the trace id number is not valid and to recall the entire payment and their refusal. Trace number is XXXX. I have faxed this document over to XXXX myself as well and got the same response.

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