Consumer complaint received 2024-07-25 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:
XX/XX/year> I was on citicards account looking at my costco credit card balance and i saw the advertisement that citi simplicity card has a 21 month 0 % apr with 3 % balance transfer fee. I decided to apply to it. My credit card application and transfer request were instantly approved when i submitted the information they requested from the web site. It further told me that it takes 5-10 business days to complete the transaction. XX/XX/year> ( 10 business days after the application ), i didn't see the balance transfer being processed. I called and spoke with some lady and she told me that there was a potential fraud because of opening account and transfer so they have to hold it for 14 days and now since i called in to verify myself, she has removed the hold and the transfer will be completed in 24 hours, no later than 48 hours. XX/XX/year>, transfer did not complete. I called again and this time i spoke with some guy named XXXX, who has very heavy accent and difficult to understand, and told me that the lady told me the wrong information and it takes 2-4 business days to complete the transfer fund after that hold was removed. He then promised that the transfer will be there on XX/XX/year>. Today ( XX/XX/year> ) i did not see the transfer fund, so I called Citi Simplicity card again and I get to speak to XXXX again! He then told me that this transfer is not able to be completed because I'm trying to transfer the balance to another citi card account and it is not permitted. I told him that I saw the add on the citi card account, and if this is not valid, why is it not disclosed on the rates and charges/information/disclaimer? Better yet, why are you advertising on the citi card account site since you can't permit that transfer anyways? That's false advertisement and inappropriate disclosure! I requested to speak to a supervisor, then XXXX said give me a second and let me re-review this. It sounds to me that he doesn't even know all the info after all those times i've spent with him on the call and did not understand the product the company he works for is offering, i demanded to speak to a supervisor as I am done trying to resolve it with the phone answerers. The supervisor said her name was XXXX?, again, another person I can not understand well on the phone, and immediately told me flat out that you can't transfer citi to citi on balance transfer offers, without even listening to me. Of course by now i'm livid and i told her she needs to listen to me and let me finish and she kept talking so i increased my voice, then i just heard her saying do you want me to cancel this balance transfer so you can retry? What is the purpose of me cancelling a request just to retry it when it has already been 21 days since I applied and it's causing me extra interest on the card that i'm trying to transfer to? She won't listen to me and then when I was still expressing that there's no point in cancelling the transfer request, and she just yelled out she can't help me and hung up on me! What kind of company is this and what kind of service is this?!

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