Consumer complaint received 2025-08-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: CITIBANK, N.A.
State: NC

Complaint narrative:
XX/XX/year> a balance transfer was posted to my Citi XXXX XXXX for {$13000.00}, a balance transfer fee was also charged to the same account for {$400.00}. I applied for the credit card with the intention of transferring a balance from XXXX card to take advantage of the XXXX  month no interest promotion. I was approved for {$14000.00} and set up a balance transfer to my XXXX card with the number : XXXX. This number was put on the application when I applied for the card and I opened an online account with Citi XXXX. I never received the physical card and therefore the card has never been activated and I don't have the account number other than the last XXXX digits ( XXXX ) from the statements. 
As I continued to receive XXXX statements I noticed that there was not a credit for {$13.00}, XXXX by the end of XXXX. I called XXXX and the representative stated that no balance transfer had been received from Citi XXXX and that I needed to call them to find out when and how it was sent. I promptly called Citi XXXX and the representative stated that on XX/XX/year> a check cleared to XXXX and that they did receive it. I called XXXX back and the representative stated again that nothing was showing up on their end that the money was received or posted to my account. I called Citi XXXX again and they asked me to confirm the XXXX card number. When I gave them the number above the representative paused and asked if I had another XXXX account? I said I only had that XXXX and I put the above number in when I applied for the card. He ended the call with, " I will speak to my supervisor over the weekend and we will get this sorted out and I will be in touch with you the following week, '' There was no phone call the following week but I did receive a letter dated XX/XX/year> stating that they were responding to my inquiry concerning my Citi XXXX XXXX account and unfortunately, were unable to cancel the Balance Transfer in the amount of {$13.00}, XXXX as it was already cleared. I contacted customer service to raise an investigation like the letter also stated and have not heard anything since. I have paid {$600.00} to Citi XXXX and paying my XXXX card balance but because I have this additional {$13.00}, XXXX added to my debt my credit score has also gone down. I just want the {$13000.00} + XXXX + money I have paid to keep the account current to be credited back to me. I am paying for money I did not receive and the Citi Simplicity does not seem to want to assist me. I'm at a loss and I can not afford to be continuing paying for money that I didn't receive. Please assist me in taking care of this fraudulent transaction. If I can provide any additional information that will help this situation become resolved please let me know. 

I appreciate your time and look forward to hearing from you, XXXX XXXX

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 non-monetary relief