Consumer complaint received 2023-12-14
Company: CITIBANK, N.A.
State: LA
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:
Synopsis : XXXX says they sent Citibank {$3400.00} for a balance transfer so XXXX  can not address my complaint until Citibank sends the money back Citibank says XXXX never sent a balance transfer and they can not look for it to determine where the balance transfer actually went Both companies say that I owe them {$3400.00} and that I should just pay them more money until I can figure out a way to work it out. 

XXXX : Balance transfer from Citibank to XXXX  requested and approved on or around XXXX ( This would have almost completely XXXX  out my Citibank balance ) Balance Transfer of {$3400.00} added to XXXX  balance on XXXX statement Both companies say that I owe them {$3400.00}, which means that my debt of {$3400.00} has grown to {$6800.00}, not including the {$500.00} in interest fees that have racked up on my CITI account, and the XXXX points that my credit score has dropped. Both companies tell me to continue paying monthly notes and wait another 30 days to confirm that the transfer has not been completed. 
No one will help me so I stopped paying Citibank after discussing the problem with multiple collections agents, who state that they can not transfer me to anyone else untiI pay my past due balance, even though other collections agents have transferred me to the complaint resolution department, where I have been told that either ( 1 ) they have submitted a form that will clear it up ( apparently this is not the case ), or 2 ) no one at whichever company I am speaking to can help me, because the other company has to initiate the response. 

XXXX XXXX Multiple contacts with both companies have yielded no results XXXX stated that the balance transfer was complete and that Citibank would have to follow up with XXXX  to resolve Next call : Citibank stated that they never received the balance transfer and they can not look for it without the transfer number, which is a number that only XXXX  can provideI hav. e requested any documentation of funds paid from XXXX  XXXX XXXX several times and have been told that they can not send information. 

I have requested to speak with the Executive Office at Citibank multiple times but I can not get in touch with anyone. Citibank calls me 4 times a day, every day, for two months, now it is down to 2-4 times a day. I think they are going to just close my account rather than transferring me to anyone outside of collections. I keep waiting the extra 30 days for the balance transfer to complete ( as directed ), but I am not sending them more money. I typically spend 45 minutes to an hour on the phone, to then be told to call back and ask for a manager, or that a manager will call me back. A XXXX Supervisor called me back one time. Unfortunately I have to do work while I am at work, and I was unable to reach anyone who could assist when I called back. 

After three months of receiving 4+ collections calls every day ( I stopped answering, which has to be the intention behind the calls ), Citibank granted a temporary credit of {$3400.00} to the account, pending documentation of the payment from XXXX. Citibank has since rescinded the temporary credit, so that this unsuccessful balance transfer to XXXX  has increased the original debt of {$3400.00} to a total of {$7300.00} ( {$3400.00} + {$3400.00} + ~ {$500.00} interest to citibank ) and over a hundred points on my XXXX score. 

Different agents from XXXX have stated that they do not know how to send this information, that they do not have this information, that Citibank has already accepted the money, that the money was applied to the wrong account and Citibank has to send the money back, and that they can not find it ( A typical call at XXXX  cycles me through three agents that can not help me for about an hour ). I would like to note that even though they have not helped me at all, at least XXXX  agents are courteous, and I do believe they would have helped me if the resources to do so had been available to them.

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