Consumer complaint received 2026-04-14 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: NE

Complaint narrative:
XXXX : We applied for a balance transfer from our CITI card to our XXXX card in the amount of {$13000.00} via the CITI app. We had transfered funds from this very CITI card to this very XXXX card before, so the app basically asked if we wanted to do a balance transfer again and asked what amount we wanted to transfer. XXXX : This is the date that CITI is saying the balance transfer went through. A {$13000.00} balance showed up on our CITI account, but nothing showed up in our XXXX account. We went ahead and made a {$500.00} payment, as the whole point of this was to pay down some high interest debt. XXXX : I called CITI to check on the balance transfer, as nothing had shown up in our XXXX credit card from them. I was told I was probably calling too early. XXXX : I called CITI again and was told balance transfers could take up to 4 weeks. XXXX : I called and told them we still hadn't received it. I stated if it wasn't going to go through, we just wanted it cancelled and the credit card closed down as we weren't going to use that CITI card for anything else. They agreed, closed our card down, and told us we would be issued a {$500.00} check to refund the payment made. At this point, I cut up the credit cards as I thought we were all done with them, so i only know that my account ends in XXXX. XXXX : We received a letter that CITI had verified the transfer and had a Trace ID, stating that it should be in our XXXX account, and that they were reinstating the balance on our ( closed ) card. XXXX : Still nothing in our XXXX account from CITI. I called CITI to see what was going on. They told me there was nothing they could do and that I needed to call XXXX and give them the Trace ID we were sent. So I called XXXX. They stated they also could see that no balance transfer had been received to either of our XXXX accounts -- checking account or credit card -- but that there wasn't anything they could do either. XXXX : I got through to an individual at the CITI dispute center who agreed that CITI had messed up somewhere, and stated they were going to " personally handle '' this for me to get it resolved and that they would call me back once it was. They did not. XXXX : Called the CITI dispute department again. They were " unable to see anthing in my notes '' regard the previous phone call and had no idea what I was talking about with the previous phone calls. I asked what on earth I could do to show them the balance transfer hadn't been received. They said I could sent screenshots and statements to their dispute email, which I did. I sent XXXX copies of account statements dating back through XXXX and screenshots of recent activities from both our accounts to the email provided. XXXX : I called CITI to check on the email I'd sent and was told it would take 7-10 days to review it. XXXX : I called the dispute center and was sent to a CITI supervisor who was able to review it and told me that the balance transfer would be cancelled and the whole matter would be resolved within 5 business days. XXXX : We received the SAME LETTER from CITI stating they'd sent the balance transfer and confirmed it had gone through with a Trace ID. Still nothing in our XXXX account from CITI. I called the dispute center again and am told there is nothing they can do on their end, despite telling me multiple times that they were going to do various things to get it resolved, and that it is up to XXXX. XXXX : I call XXXX. They tell me they will have to start a research form but that they can not do it without the account number that CITI sent the transfer to. I call CITI to get the account number, and when they read it to me, I realize they transposed 2 digits in the last 4 digits of our card. I call XXXX back and give them the account ( why can none of them talk to eachother?!? ), and they complete a research form, telling me it will take up to 90 days to even get this " potentially resolved ''.

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