Consumer complaint received 2022-07-21
Company: CITIBANK, N.A.
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I initiated a balance transfer with Citi Bank XX/XX/XXXX to pay off my XXXXXXXX XXXX through XXXX XXXX XXXX in the amount of {$3900.00}. I did the transfer online securely. I noticed 3-5 days later that I had a balance of {$3900.00} with Citi Bank but my XXXX XXXX XXXX total was not paid off with the balance still full. I immediately called Citi asking why it did not reflect on the other end. They discovered that the last 4 digits " their error '' was sent to the wrong account, as it was different then my account number supplied. So, to clarify it was someone else 's account number the {$3900.00} was deposited in to. I immediately started an investigation as I was instructed to determine exactly where the transfer was sent. I was told this could take 7-10 business days. I never received information in my account or through postal mail, so I called back. I was verbally told the investigation determined the account the transfer of {$3900.00} was sent to was in fact a XXXX XXXX XXXX account and it was their responsibility to find the money and reroute it back to my account number. I called XXXX XXXX  XXXX and they also started an investigation and was given access by myself with Citi Bank on a 3-way call to give information. XX/XX/XXXX, I was mailed XXXX XXXX XXXXXXXX 's findings that they could not locate the payment. I called Citi immediately and was told once again they needed to initiate another investigation that could take 7-10 days as this is the proper route to be taken. I called my own credit union XXXX for advice as I am out of options myself on how to handle this. They advised I call and report the transaction as fraudulent and open a dispute against the transfer of {$3900.00}. on XXXX XXXX I phoned and reported it as fraudulent and canceled the card. I was told that they would credit the account for {$3900.00} in 2-3 days. After 2-3 days I called and was told to hold tight it would be XXXX days, On the 5th day XX/XX/XXXX there is no change or credit on my Citi Bank account. I phoned Citi and was transferred to the security team and told they found a resolution and can not tell me about the result for security reasons and would be mailed the result in 7-10 business days. 
I do not have any confidence whatsoever this will be solved in my favor, and I am pleading for help. This has caused extreme XXXX  for me, and they are continuing to turn me in circles and not claim any responsibility on their end. I have a notebook ledger of all the phone calls made on my end and the conversations that have taken place. I was hung up on XX/XX/XXXX a supervisor hung up on me when I mentioned obtaining legal help. As of today, I am still left with a balance of {$3900.00} on Citi Banks account that I have never received. Keep in mind Citi did supply me with the account number the transfer was sent to and the XXXX ID which is the wire ID in their system. I can supply those numbers when needed.

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