Consumer complaint received 2026-06-01 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: FL

Complaint narrative:
Citibank failed to complete two balance transfers from my Citi XXXX XXXX card, despite two separate representatives confirming my card numbers by reading them back to me twice each. Both transfers were reversed weeks later, leaving the original balances unpaid and accruing interest. Citibank 's own emails state the transfers were " returned by '' XXXX and XXXX XXXX, but both of those banks have no record of ever receiving an incoming payment from Citibank. As a result of Citibank 's error, I am being charged interest on my XXXX ( 26.49 % APR ) and XXXX XXXX ( 28.24 % APR ) balances, and my credit score has dropped XXXX points, from XXXX to XXXX. Citibank 's account of events has shifted over the course of this matter : initially a supervisor stated the card numbers were entered incorrectly on Citibank 's end ; the company has since told me it reviewed the calls and attributes the error to me ; meanwhile its own emails state the transfers were " returned by '' the receiving banks, which XXXX and XXXX XXXX say never received them. These three explanations are not consistent. Citibank has offered only XXXX airline miles as a resolution, which does not address the financial harm caused. I opened a Citi XXXX XXXX XXXX and arranged balance transfers to move balances from my XXXX XXXX XXXX card and my XXXX XXXX XXXX card to the Citi card, to take advantage of the 0 % promotional rate. First call : I spoke with a Citibank representative and set up the balance transfers totaling approximately {$5000.00}. I read both card numbers to the representative, who read each number back to me twice to confirm. Approximately 10 days later : Citibank called me back and we repeated the entire process. I read the card numbers again, and a second representative read them back to me twice for each card. Transfers sent XX/XX/year> : Citibank processed two transfers {$4200.00} designated to XXXX, and a separate transfer of approximately {$1100.00} designated to XXXX XXXX. Approximately 30 days in : Both transfers were reversed. I received emails from Citibank stating each balance transfer " has been returned '' and that my Citi account was credited back the transfer amount " plus any related interest charges and fees. '' When I called Citibank : A supervisor told me the card numbers had been entered incorrectly on Citibank 's end. Later, after I pushed back on the company 's offered resolution, Citibank told me it had reviewed the call recordings and attributed the error to me. These two statements are inconsistent. On two separate calls, with two different representatives, my card numbers were confirmed by read-back twice each and the transfers still failed. The read-back verification process is designed to catch errors of this kind. It failed on two separate occasions. Discrepancy in Citibank 's Records Citibank 's emails state the transfers were " returned by XXXX XXXX & XXXX '' and returned by XXXX XXXX. However, when I contacted XXXX, they had no record of ever receiving an incoming balance-transfer payment from Citibank around that date. A payment can not be " returned '' by a bank that never received it. This indicates the funds were never successfully sent consistent with the incorrect card numbers a Citibank supervisor initially confirmed were entered on Citibank 's end. Citibank 's written explanation is not consistent with what the receiving banks report, and is not consistent with the company 's own subsequent verbal explanation. Harm Caused Because the transfers failed and the original balances were never paid off, I am being charged interest on both original accounts XXXX XXXX XXXX XXXX XXXX balance approximately {$4900.00}, Purchase APR 26.49 % XXXX XXXX XXXX : balance approximately {$1700.00}, APR 28.24 % This is well over {$100.00} per month in interest accruing on balances that should have been paid off in May, caused entirely by Citibank 's processing failure. In addition, my credit score dropped XXXX points from XXXX to XXXX after the transfers were reversed, which I believe is tied to the resulting credit utilization on the affected accounts. Inadequate Resolution Offer Citibank offered XXXX airline miles as a resolution. Airline miles can not be applied to a credit card balance and have an approximate cash value of {$50.00} {$75.00}, which does not begin to address the interest charges this error has caused. Earlier, I was also offered a credit line increase, which is additional debt, not a remedy.

Company response to consumer: Closed with non-monetary relief