Consumer complaint received 2026-02-19 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:
b"XX/XX/XXXX:\nI initiated a XXXX balance transfer from my Citibank credit card to my XXXX account.\n\nXX/XX/XXXX:\nI called Citibank to ask why the XXXX balance transfer had not processed, even though I was previously told it would post on XX/XX/XXXX. I was informed that the check had expired before XX/XX/XXXX attempted to cash it. The representative stated she would cancel the original transfer and advised me to submit a new balance transfer once I received email confirmation.\n\nAfter receiving the confirmation email, I submitted a new balance transfer for XXXX.\n\nXX/XX/XXXX:\nI noticed that the original XXXX balance transfer had posted despite being told it was expired and canceled. I called Citibank, and the representative stated the transaction would be reversed.\n\nXX/XX/XXXX XXXX XXXX:\nCalled again regarding the issue. Spoke with XXXX, who stated that a supervisor would investigate. No resolution was provided.\n\nXX/XX/XXXX XXXX XXXX:\nSpoke with a representative named XXXX, who was unable to provide assistance. I was transferred to XXXX at XXXX XXXX, who stated the refund was being processed and that I needed to wait.\n\nXX/XX/XXXX:\nI contacted XXXX and spoke with XXXX. She stated XXXX never received the initial XXXX check and that there was nothing they could do. When I mentioned being told the check had expired, she expressed skepticism.\n\nI called Citibank again and was asked to provide my bank account and routing number so funds could be deposited directly to pay off the balance. I provided the information but received nothing.\n\nXX/XX/XXXX:\nI called again because no refund or check had been received. After insisting on speaking with a supervisor, I was transferred to one who stated the issue had been resolved and that I would see the XXXX refund reflected on my statement within 45 days. No refund appeared.\n\nXX/XX/XXXX:\nI received written confirmation from Citibank that both checks had been cashed and honored.\n\nI called Citibank and requested the destination account numbers. I was informed that the original XXXX balance transfer which was supposed to be canceled was sent to account number:\nXXXX XXXX XXXX XXXX\n\nThis is not my XXXX account.\n\nCitibank continues to state that XXXXr cashed the check and instructs me to contact XXXX.\n\nI contacted XXXX and asked them to verify that account number. XXXX informed me that the number provided is not associated with XXXX, and that XXXX account numbers begin with XXXX.\n\nWhen I review my Citibank account, there is only one balance transfer posted in the amount of XXXX, which is correct. There is no documentation, transaction history, or paper trail showing where the XXXX balance transfer funds were deposited. \n\nI've also been given reference numbers for my case: \nXX/XX/XXXX: XXXX\nXXXX: XXXX\n\nCitibank has instructed me to contact XXXX for a refund; however, this is not possible because the account number the funds were sent to is not a XXXX account. There is no record that this check was cashed under my Social Security or accounts."

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