Good Afternoon,
I am trying to obtain some information on behalf of my husband and I am not sure if you would be able to help me or not. Here is the problem:
My husband received a balance transfer offer from Citi Cards in the mail. He has two accounts that he wanted to put on one, so we went online and did this balance transfer. After completing the application we were told that Citi needed more information and to call a number that was listed. We called the number and a recording said that the number was not a working phone number. We called the number listed on the offer and no one there could help since we just completed the application, they said if you do not hear anything in 10 days then you can call back.
We received an email that said they transfered only one balance because he only received a limit of $2200 and the other balance exceeds that amount. We received another email that congratulated my husband on receiving this new card and that he has a limit of $2200 and he received this limit by them decreasing one of his other Citi cards by $1700 and adding to this new card. Their reasoning in doing this is because he has reached the limit of credit that they extend to a client.
My husband had called Citi a couple of times to talk on the issue and asked them to cancel the balance transfer and they refused. The last time we called, last week, we talked to an account manager. My husaband and I had told her that if someone doesn't qualify for the amonut requested, why do you not call the customer and inform them of that and let the customer decide which balance they want to trnafer over ot if they want to cancel the balance transfer? She had no answer. I asked why they have the right to decrease an existing account without his knowledge and consent and add to another account. Again, she had no answer. She put me on hold so she could find the number for the new accounts depratment. Coneniently, she only had an internal number but there was no external numbers for customers to call and the department had just closed 30 seconds ago and there was no way that they could get a hold of anyone there.
Our questions and concerns are, is this legal? Can they just decrease an existing, long-standing account and add to a different account without customer knowledge and consent? I informed Citi that they should have called and informed my husband that he has the credit limit that they extend to an individual and ask if there was some other way that they could work out this balance transfer? To me that is customer service.
I am sorry for the length of my email, but I hope you can help me or forward me in the right direction. Thank you for your time and assistance, it is greatly appreciated.
Sincerely,
Melissa Nasim, on behalf of Rashid Nasim
(Personal Information Removed)
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