Consumer complaint received 2021-04-15
Company: CITIBANK, N.A.
State: AZ
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:
This is what I am sending to CitiBank because their representatives/agents only continue to mess this up more each time. " No I did not initiate a Level 1 through your phone number because I refuse to speak to the inept uncaring and uninformed representatives/agents that man those calls. 

That is an oxymoron as there is no customer service. When I applied for this card, I requested a balance transfer Not Done! Then I called in and was informed I had to wait 14 days as it was a new account never mind that I have another open account with you for several years. 
They then initiated a 2nd transfer which also did not go through. On my third call I again asked what the situation was and again they initiated a balance transfer. I then advised I did not need 3 balance transfers only the first one I initiated. I never would have opened another credit card if I had realized this was such a difficult task for your bank or your staff. 
On a call on XX/XX/2021 In my frustration I cancelled all balance transfers and requested to close the account whereupon I was routed to XXXX in Customer Resolution who so kindly offered to resolve this and set up a new balance transfer that he assured me would be completed. Again NOT!. 
No one ever waited for me to provide the address information to make the payment to XXXX as a matter of fact when I initiated the most recent balance transfer online your bank could not locate XXXX under the credit card number. What is up with that? I manually entered everything including the P.O. Box for Mailing payments and was forced to enter the P.O. Box into the Street Address as your form would not permit me to move forward on the request until I provided information. I do not know or have access to a physical address for XXXX and it would not be prudent to mail a check to a random address. 
Which brings me to wonder what kind of operation you are running there. I have worked for XXXX  and for XXXX XXXX for the better part of 15 years and even on their worse days their customer service was never as horrid as attempting to complete something so simple and routine. Who mails checks for balance payoffs these days? I have accomplished this previously through other credit cards and the funds were sent electronically immediately. I just hope the lack of customer service, the lack of concern for a customer, the lack of any expertise on regular bank processes or appreciation for a customer in this initial attempt to accomplish something quite easy to normally accomplish is not indicative of what the future of this account is to bring. I also hope the balance transfer I just completed actually happens ; as I have attempted to accomplish this transaction for the better part of 3 or more weeks and my now 4th attempt. 
I would appreciate someone in some capacity to reach out to me to discuss the abhorrent customer service and lip service I have received from the onset. I never ever would have opened another card with what appeared to be a great offer if I had known your company has such issues accomplishing what is normal bank processes. There needs to be an investigation and audit of what your agents/representatives know and can actually accomplish. No customer needs or expects to be jerked around in this manner for a routine request. 

I can not bring myself to call in again to get lied to and not receive any resolution therefore I initiated the most recent request via online. I was told last Wednesday that 4 business days to accomplish the most recent request through XXXX in Customer Resolution was required however as of today again NOT DONE!!!! I should not have to have such anger, frustration or the run around for something your company offered me. This was an invitation a request from your company!!!!! 

I have attached my most request correspondence from your organization. I only want 1 balance transfer and as you can see this is a complete and utter failure. If you would be so kind as to research and advise if the XXXX submitted today actually is completed I would greatly appreciate it. 

I just reviewed my XXXX account to see that the balance transfer went in last night however Citibank will be pulling it back as there is a pending debit for today. What is it your company does not understand about this process? 

This is intended for CFPB - On Monday XX/XX/2021 I attempted to determine why the request was duplicated and was informed that the transaction shad in fact been reversed because I did not answer the calls made on XX/XX/2021 to confirm the request. I lodged a complaint about this absolute horrible experience however was not provided a complaint number nor have I received an email confirming my complaint. Those transactions were in fact reversed and my bank XXXX has charged me {$25.00} for a returned check fee something that is and has been completely out of my ability to resolve. 

When I called in on Monday supposedly the representative initiated another balance transfer that is to go into effect in 7 to 10 days ( I presume business days ) I do not want to continue. Cancel that transfer. I am forwarding all paperwork I have generated for this mess. I NEVER would have applied for another credit card however the balance transfer seemed too good to be true so very apt because your organization is incapable of performing standard typical bank processes. 


I am also reporting this nightmare to the CFPB as your company should not be allowed to send offers that they can not back up or complete. This email has gone to XXXX and XXXX because in your complete and utter failure as a lending institution you do not provide any professional or consumer friendly complaint method indicative of the horrible company that you are. 

I want this credit card closed and I want confirmation of my complaint and the closure of the account at my request. 

I have made at minimum 7 calls about this this issue. I lodged a complaint and have heard nothing nor have I received a complaint number or indication of assistance. I applied online was approved and processed the balance transfer at that time. It was not done ... When I called in I was informed I needed to wait 14 days. This was not conveyed to me at the time I was responding to an offer sent to me. When I attempted to close the account on XX/XX/XXXX I was convinced it would be done. When it was not done I again processed via my account online after following security protocols to process. Then was told they attempted to call me to confirm and because I did not respond they cancelled the request. There were no calls to my cell phone according to the call log. This company is the absolute worst and I am still receiving offers in the mail that they can not under any circumstances accomplish. This is false advertising in addition to horrible bank practices.

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