Consumer complaint received 2025-05-13 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: VT

Complaint narrative:
I scheduled a balance transfer with Citi to be sent to XXXX XXXX ; it was returned because they sent it to their business address/account. Then I had trouble with XXXX XXXX customer service so someone from their escalation office called me and told me what had happened and what to do. XXXX XXXX said they've had on going issues with Citi sending payments to the wrong addresses and adding numbers ( like a XXXX or XXXX ) to the end of people 's account numbers which is also causing the payments to be rejected/returned. I have spoken to XXXX different people from Citi now. 

The first woman didn't speak or understand XXXX but said she could help me and that she would be able to put the correct address in if we went through the balance transfer payment together, then when she was ready to finalize it, I asked about putting the right address in and she said she couldn't. She said she would have to do it at the beginning, I said " but I told you at the beginning! ". I said I'm going to have to cancel this now because I don't want it going to the wrong address again and she said Ok, so I said can't you cancel it and start over and enter the right address at the beginning and she said no. Then she told me I could enter the address myself when I go do it again online. I knew I couldn't, and later on did check again and couldn't! 

Before I ended the call with her, I asked for a XXXX she said no. I told her the woman XXXX from escalation at XXXX XXXX said I could have them call her directly and asked if she could have a XXXX call her, she said no. I talked to XXXX from XXXX again and she told me to ask for someone stateside and in escalation. 

So yesterday XX/XX/year> I got on Chat thinking it would be easier to explain, the person got me in touch with a XXXX type person right away, named XXXX, I had to go over and over with him what the issue was, and that it wasn't only with me it's been happening with others and XXXX has been trying to fix it with them, and he told me they can't change the address, and I asked to speak to someone from escalation or asked him or someone in escalation to call XXXX at XXXX to figure this out, he said no they can't call anyone, I said " so no one in your XXXX can call another creditor to figure this out ... no one can make a phone call? '' Nope. 

I asked how to fix this problem, I asked about doing a cash advance instead to make it happen and he basically didn't offer me a special situation so we could remedy this balance transfer issue on their end, which I know they can do because XXXX XXXX told me they are able to make a special circumstance and waive the fees and deposit it in your account and tag it as a balance transfer instead of cash advance. But I guess Citi does not want to fix what they are doing wrong apparently! 

He said to just try it again online and I said, " no it's going to go to the wrong address again. '' I asked why they can't just send it as a check like normal and put the correct address in! Then he tells me it was done electronically and was returned because it said " Sponsor account closed '' or something like that and XXXX at XXXX XXXX told me today that's because I don't have a business acct and they sent it to their business acct. He told me to contact customer service!! Not escalation or an XXXX office, but go BACK to customer service that couldn't help me at all?? 

I am beyond frustrated ; I accepted their credit card offer for the balance transfer option and they are making it impossible to send it to XXXX XXXX. XXXX at XXXX XXXX has been super helpful and is always available when I call and checks in with me to see if she can help. She will speak to someone directly from Citi to help them fix this issue. I need to get the balance with XXXX paid with my Citi card ASAP, this should not be so hard. They need to fix their system and admit to their mistakes and stop giving me the run around!

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