Consumer complaint received 2026-07-08 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
Complaint Against Citi ( XXXX XXXX XXXX Credit Card ) I am filing this complaint because Citi has acknowledged receiving and processing a balance transfer payment for my XXXX XXXX Consumer Credit Card but has failed to apply the payment to my account. XXXX : XXXX XXXX XXXX XXXX Credit Card has an approximate balance of {$11000.00}. To pay this balance, I opened a XXXX XXXX XXXX credit card offering a 0 % promotional balance transfer. XXXX XXXX XXXX mailed a balance transfer check to XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX confirmed that the check was processed on XX/XX/year>, and the transferred balance immediately appeared on my XXXX XXXX XXXXXXXX account. Confirmed by XXXX ( XXXX ) XXXX XXXX at XXXX. I contacted XXXX XXXX XXXX and a representative confirmed that the payment was received and processed on XX/XX/year>. ( XXXX ) XXXX XXXX at XXXX. However, I was told the payment was not applied to my account. Citi instructed me to open a missing payment dispute and upload documentation from XXXX XXXX XXXX, which I promptly did. ( XXXX / XXXX, PA ) XXXX XXXX at XXXX. I was then told the investigation could take up to XXXX days. ( XXXX Citi ) XXXX XXXX at XXXX As a result of XXXX failure to apply a payment that it acknowledges receiving : My XXXX XXXX account still reflects the full balance. My XXXX XXXX XXXX account also reflects the transferred balance. I am effectively being required to make payments on both accounts for the same debt. Citi continues to charge interest on the XXXX XXXX account even though the payment should have been credited as of XX/XX/year>. My XXXX XXXX has dropped XXXX points because the same debt is being reported on XXXX different credit card accounts. I have complied with every request made by both financial institutions and have provided the requested documentation. This does not appear to be a dispute over whether payment was made. Rather, Citi has acknowledged receipt of the funds but has failed to correctly apply them to my account. Upon contacting Citi today, XXXX XXXX, I spoke with XXXX, Credit Card XXXX. I asked to speak to a supervisor and was denied. I requested the dispute be escalated to the XXXX XXXX XXXX, due to the fact that XXXX XXXX acknowledges receiving the check but says it wasnt applied to my account strongly suggests the payment was misapplied internally or posted to the wrong account. A XXXX dispute window may be their standard policy, but my case sounds like a payment research issue rather than a disagreement about whether a payment was made. I was denied. She stated it is already escalated and continued to refer to it as a Missing Payment, told me it's only been XXXX days and I needed to be patient. I requested the account be placed in a status that would prevent further interest or fees accruing and was also denied. Citibank Dispute XXXX XXXXXXXX

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