Consumer complaint received 2022-10-07 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
Citibank XXXX XXXX XXXX- has a huge credit on the account and I requested to either have the huge credit ( due to XXXX refund when insurance actually covered the cost ) moved to a different Citi card or returned to me. 2 weeks later and Ive been lied and it feels like they keep moving the goal post, this is unacceptable for a large company to do or any company for that matter. Details below : XX/XX/2022- XXXX returned an overpayment as my insurance ended up covering the full huge amount ( {$8900.00} ). The refund went to my form of payment which was Citi XXXX XXXX XX/XX/2022 - I contacted Citi to see if the refund/overpayment could be used on my other Citi XXXX XXXX they said no, I then requested the refund to my original form of payment to Citi when XXXX paid off the credit card charge. They said absolutely and that it would be resolved in 3-5 business days and that the balance of credit remaining of {$8600.00} would be returned to my checking account I originally paid the credit card off with. 
XX/XX/2022 - XXXX contacted Citi as I had not received my funds to my bank account and I need to use it to pay off the other credit card and they said on this will be resolved in 1-2 business days and that it was approved and sorry for the delay. 
XX/XX/2022 - I contact Citi as it had not been resolved yet and I was told the issue was it had not been approved. yet ( which the person Monday told me it had been approved ) and that I would have the funds that day, I asked the Citi employee again youre telling me Ill have my funds back today Thursday XX/XX/XXXX before I go to bed I can log into my account and ill see the funds in my checking account. He said yes thats correct. I asked again as thats weird for a bank to do anything same day and even said that sounds really weird and again he said thats correct today. 
XX/XX/2022 - XXXX contacted Citi they said it wasn't approved until yesterday and would be 3-5 business days, I requested a supervisor and asked to escalate and they said sir you will have your funds back in 3-5 business days so the first 3 people totally lied to me, why did 3 employees lie to me and frankly I have zero faith in them that this individual today wasn't lying. I asked the supervisor to enter a complaint for the issue and I also asked to speak to her supervisor she repeated that the funds would be coming back and I asked how is what she telling me any different than the prior 3 liars how and I to trust her, she said this is a recorded line so I can trust her, I then asked are you telling me the first 3 employees from Citi I spoke to and that lied to me werent recorded? Then she hung up on me. Horrific customer service, business practices, horrid levels of honesty at Citibank. 
This is unacceptable that a huge company just lies and messes with consumers!

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