Consumer complaint received 2025-01-06 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: AZ

Complaint narrative:
On XX/XX/XXXX, I initiated a balance transfer of {$9000.00} from my high-interest XXXX credit card to a Citibank credit card offering a lower interest rate. Citibank charged a {$270.00} fee, bringing the total to {$9300.00}. The transfer was made through Citibank 's mobile app, and I expected it to process without issue. 

I had previously completed at least one or two similar transfers between the same accounts without any issues. It's possible the app used saved account details from past transfers instead of having me type it out. Still, I can no longer verify this, as Citibank has since removed the card from my online account with them. 

In XX/XX/XXXX, I noticed the transfer had not gone through. I opened the Citibank mobile app and disabled autopay to prevent complications. I then called Citibank customer service and provided the representative with the account number where the transfer was supposed to go. The man acknowledged that the account number I provided was off by two digits compared to where the account number provided in the transaction request. He admitted this was " weird '' since mismatched account details ( like the name on the account ) should have prevented the transfer. However, he cited " privacy concerns '' and said he could not provide further details but would open an investigation. 

On XX/XX/XXXX, Citibank concluded its investigation and sent me a letter stating : " Please work directly with your financial institution to resolve any concerns regarding this balance transfer ... '' This completely dismissed Citibank 's responsibility as the institution that initiated and managed the transfer despite their own customer service acknowledging the irregularity during our call. The brief letter stated that it was " too late '' to resolve the transfer issue and that I was responsible for recovering the funds. They offered absolutely no useful information on how to resolve this with them. I'm still baffled- how can less than 30 days ' notice be considered " too late ''? 

Despite my attempt to turn off autopay through the mobile app in XXXX, it remained active. In XX/XX/XXXX, I discovered several payments were deducted from my account and misapplied to the unresolved balance. I believe the {$8900.00} balance was sent to collections, consistent with my XXXX and XX/XX/XXXX statements ; I am unsure of the exact amount, as I was unable to do so on my online Citibank account ; it's either still buggy or my card details have since been removed. I am reviewing physical mail to confirm this amount ; if I find it, I will include it in the attached documents. The fact that I can't easily verify this information with Citibank seems especially vengeful on their conglomerate part, but I digress. 

In fall XXXX, I requested that Citibank reinvestigate the issue. They refused, stating that the debt had already been sent to collections and was " out of their hands. '' They reissued the same statement they made on XX/XX/XXXX that it was too late. 

In spring XXXX, I sought help from a paralegal through a work benefit. They sent Citibank a formal letter requesting a resolution, but Citibank did not respond to them or me at all. A few months later, in the fall, they forwarded the paralegal 's contact information to the collections agency, which has since harassed them, too, it seems. 

I also contacted XXXX about this once in the Summer. They were going to open an invitation. I only recently received a letter from them requesting details of the events in question so they can do the investigation ; I got this in mid/late XX/XX/XXXX. I will fill out those papers shortly, but not before submitting this. 

I'm unsure what to expect from XXXX now- this process hasn't been easy. The transfer should never have gone through because the account numbers did not match my name or other identifying information. Citibank 's refusal to take responsibility for their buggy mobile app and failure to validate account details before initiating the transfer is unacceptable. Don't they get audited for exactly this type of thing? How can they legally don't do anything? It's one thing not to admit fault, but it's another to leave a customer stranded without help or guidance and let the collectors go after her. This isn't a complicated problem. 

For what it's worth, the reason this has such a long timeline is that I'm XXXX - I have a mental XXXX and have been on medical leave since XXXX. I'm hoping the fact that this was over a year ago now won't make this any worse than it has been. Again, it is an unnecessarily difficult and stressful situation, that's all. 

This unnecessarily difficult and stressful situation has caused immense financial and emotional distress. The collections agencies are relentless, and I feel powerless. Citibank 's refusal to take ownership of their mistakes has left me with no resolution. I can not afford to hire a lawyer for this - I am XXXX  and in XXXX XXXX, living off my savings - savings which Citibank is now a real threat for having stolen from me. How can a bank lose {$9000.00} in a transfer due to mismatched account details, charge me a {$270.00} fee for a failed transaction, claim I notified them " too late '' when I acted within 30 days, and pass the responsibility to another institution?

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