Consumer complaint received 2025-04-28 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: OH

Complaint narrative:
I initiated a balance transfer with Citi Bank at the beginning of XXXX. I was trying to do a balance transfer for a student loan so that I could pay it off quicker. I have used balance transfers for student loans multiple times, but they were through banks whereas this one is through XXXX. I was unaware that balance transfers wouldnt work in this case ( this was information told to me after I initiated the investigation ). Anyway, when I received the balance transfer offer with Citi, through the app I put in my account number, the name of the creditor, AND the creditor address since the system did not recognize the creditor. At some point in the process, they should have denied my transfer since it was a student loan and I was told they cant do balance transfers for student loans, but instead, the system found the exact same account number on someones XXXX XXXX XXXX, and processed the money there. I unfortunately had waited until after the money was processed on my Citi card to call and see what was going on, because I had seen that the money hadnt hit my Aidvantage account yet, and I was trying to give it some time as the transfers dont always process at the same time. Once I called XXXX on XX/XX/XXXX and they said they had nothing pending, I called Citi Bank, where I found out it had been processed to a XXXX XXXX account. I immediately opened an investigation. This was on XX/XX/XXXX. I just called again today, asking for them to send me a copy of my initial agreement as I had asked for that XX/XX/XXXX when I called back, and what I received in the mail today was just a letter saying I had accepted the balance transfer offer. No info. The lady whom I spoke with today said unfortunately there was no way to send me my initial agreement since the money has processed so it is only going to show XXXX XXXX now, and not the information I put into the system. They began the investigation on XX/XX/XXXX, and it says pending XXXX days, so it is still on going until XX/XX/XXXX. but I am concerned that even though I put in all of the correct information, account number ( which on XX/XX/XXXX when the investigation was opened, the lady I spoke with confirmed the account XXXX I read off to her was what they had ), address and creditor name, that they will find a way not to fix this problem. I also sent them a letter on XX/XX/XXXX outlining the issue as well because my balance statement said they could refuse investigations if it was not sent in writing. They should have received that XX/XX/XXXX as well, and I have a receipt proof of that letter being sent. 

The amount in total is {$2600.00}. I do not want to have to pay this amount XXXX, so I am doing everything in my power to ensure that this gets resolved. I know I have to give it the investigation time as well, but I feel very wronged by the fact that no one can seemingly give me my initial agreement that would show the information I entered into their system. It feels fishy so I am trying to stay ahead of it. 

Thank you in advance!

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