Consumer complaint received 2024-09-26 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: CITIBANK, N.A.
State: TN

Complaint narrative:
I wanted to consolidate my debt by doing a balance transfer to my XXXX card. I created XXXX balance transfers, two owned by XXXX XXXX  and two owned by Citibank- which is what I am calling about. I requested this in XXXX, received a confirmation email from XXXX on XX/XX/2024. 

While doing my Citibank transfers, I used my last bank statements dated XX/XX/XXXX  to submit my request that included information such as the account number and address, possibly the loan amount. Since the bank transfer, I have NOT RECEIVED any more Citibank statements which led me to believe the accounts were paid off. However, it is XXXX and I am still being charged by Citibank for the loans I requested to be transferred to XXXX. 

The other two bank transfers were quick and successful, however the Citibank account took a month to show up on my account and when it did, the balance sent to my XXXX account looked different than expected. I understand mistakes happen, but I cant believe that I did my other credit transfers perfectly, but BOTH Citibank accounts were in error. Something is wrong here. 

I managed to find my letters from XXXX and my last statements before the balance transfer and I noticed some inconsistencies. 

I reached out to XXXX to let them know. I saw that a Citi Card account was transferred to my XXXX card for the amount of {$5900.00} NOT my Citi Personal loan # 1 of {$8500.00}. Another account under Citibank was transferred to my XXXX account for the amount of {$4300.00} NOT my Citi Personal Loan # 2 of {$4100.00}. This led me to believe either the payoff balances were different than expected OR these two transfers are not from my Citibank account, but other members Citibank accounts. But either way, I am now being held responsible for them along with my original loans. 

I called XXXX about the Citi Card one because that one for sure was not correct. They told me they will issue a stop check, but when I called back 2 weeks later to follow up and after noticing the # 2 personal loan charged me on XX/XX/2024 along with # 1 on XX/XX/2024 ( confirming the transferred accounts were not mine ), they said that Citibank had already cashed the checks and they may not be able to stop the check. So XXXX opened an investigation and gave me the check numbers. They told me to call Citibank and tell them to issue my XXXX account a refund and provide them with the two check numbers as evidence. I talked to 3 XXXX analyst for this and though they took my information and opened an investigation, it didnt feel like the issue would be resolved on their end or Id be credited that money. 

I called Citibank and told them about my situation. She confirmed that my Citi loans were still active on their side, however, the Citibank analyst refused to take any information about the issue or open an investigation because nothing happened to my Citibank loan account ( which is the problemnothing happened - not paid off or closed ) and theres no way to verify where the money was transferred from. She was very dismissive and even laughed like I was talking crazy when I only called to relay what XXXX told me. 

I did this to consolidate my loans to reduce the amount of spending so I could snowball my debt to have more financial stability and freedom and now because of this I have accumulated {$10000.00} worth of debt that does not belong to me. 

Here are my personal loan account numbers : Personal Loan # XXXX - XXXX Personal Loan # 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 explanation