Consumer complaint received 2025-01-09 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: CA

Complaint narrative:
In XX/XX/XXXX, I has used a Citi bank credit balance transfer check I received in the mail to pay off a certain amount on my XXXX balance, due to a lower interest rate incentive. That check was written as a larger amount than my credit line was, so it bounced back. I did it again, taking now into account the fees involved with Citi bank & then I had a balance with Citi bank. However, that amount was not taken from XXXX 's credit balance. So now I am responsible for paying two banks for the same amount. I tried to work this out with Citi starting in XXXX or XXXX. I was told that asking for a card, that I haven't received to this day, stopped the check somehow. Even though the balance was still at Citi. I was told to call XXXX to give them authority to speak to Citi bank. Then Citi should reach out. Then I called XXXX who said that I have to be on the phone with Citi bank at the same time to give authority. Then I called Citi back and told them. Citi said that a conference call was not necessary and to let them know about a missing check. I called XXXX who then said that an investigation should be done at Citi bank. In XXXX, Citi was said to have scratched the check since the balance hadn't left XXXX in the first place. Then, I got information that the investigation was on a check from XXXX, not XXXX? Then I was still responsible for late fees and interest fees for a balance that should not have been there to begin with. I paid an amount on XX/XX/XXXX just to show that I would and could pay, but was trying to figure out how to bring this problem to light since I work with a new agent every time and there is no consistent agent to help. Then, I get my statement in this month, and the check is back on the Citi bank balance. I call yesterday, XX/XX/XXXX, to ask about it and they are bouncing me between customer service, payment disputes, collections, security operations, and back to customer service because they have more access to see farther back into accounts, or see customer accounts in general. At the very beginning of the process, I asked for legal, and a man said he would transfer me there, but I was transferred to collections. I was also transferred to a financial hardship branch where this kind lady had the job to help people who had difficulties paying their credit balance, when I explained to her my situation, she pointed me to security ops because maybe they could help with this strange problem. No one knows what to do. The last person I talked to said it was because I hadn't made a payment in " XXXX days '', while when I spoke to someone earlier, they also have on record that I did make that payment in XXXX. 
Also, I tried to handle this in person, so I went to a Citi branch. They only handle checking and saving matters, not the credit part. So, it was back to the phone calls. 
I have bank statements that show the payment in XXXX, the check bouncing back, and the balance not being depleted at XXXX. I can not give you my card number since Citi has not sent me a card to this day. I give you guys my social security number and the last four digits of my account, and my security word, for you to find my account.

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