Consumer complaint received 2024-02-10 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: OK

Complaint narrative:
I called the sears credit card customer service on XX/XX/XXXX to do 2 balance transfers to my Sears Mastercard. They successfully processed one of the two requests ( {$4700.00} ) within 2 days. The second request for {$4000.00} was " approved '', but showed a pending status. the second request never properly processed and shows a pending status to this date. I have made MULTIPLE calls to Sears Mastercard customer service ( XXXX ) with no resolve. I contacted them on XX/XX/XXXX to inquire why my {$4000.00} still showed pending and was " holding {$4000.00} in funds '' on my Sears Mastercard, but the {$4000.00} had not been received by creditor ( XXXX XXXX XXXX ). I was asked by Sears customer service to call the receiving creditor ( XXXX XXXX XXXX ) and file a missing payment dispute per the highest supervisor at call center in the XXXX. I have called my XXXX XXXX XXXX multiple times ( XXXX ), and they stated because a hard check ( not electronic ) check was sent from them ( Sears ), they are unable to file or investigate a missing payment, and Sears would have to " track '' the check they sent, OR " stop payment '' on it, and release my funds!! Sears stated it just needed more time to process and stated it would resolve by the next Tuesday. I called again on XX/XX/XXXX and talked with supervisor again and was told I must dispute the original transaction/transfer ( which they filed immediately ), and that it would go away and credit/refund the {$4000.00} back to my account properly, so then they marked my card for fraud and froze it to try and resolve issue. They also supposedly filed a complaint on my behalf and opened an investigation ( I never received any correspondence I requested regarding the findings of the investigation OR the checks tracking number/stop payment request ) I then called XX/XX/XXXX and was told by the XXXX supervisor I spoke with that there was nothing more they could do about this, and I should call the creditor ( XXXX XXXX XXXX ), again that Sears sent a paper check to!!! I spent hours on the phone and spoke with 5 different associates including 2 supervisors. EVERY person I spoke with at Sears Mastercard customer service ( XXXX ) was kind and constantly apologetic, but stated that they do not have authority, capability, or knowledge to resolve this problem. She stated they would open another investigation/complaint on my behalf! I have been a Sears Mastercard holder since XXXX and am extremely disappointed in their customer service department and ability to competently resolve ANY issues in the future. I would hope there is someone reading this who cares and will get this resolved and either find where they sent the check ( track it ) or stop payment on it and free up the {$4000.00} that has been pending on my account for 6 weeks. This is ridiculous and frustrating!!

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