Product: Credit card

A purchase was made on XX/XX/XXXX for {$260.00} on a 6 months deferred interest promotion. 

I received an email ( attached ) on XX/XX/XXXX reminding me that the promotional balance expires in 60 days. In this email it was noted during the last 2 months of the promo period, that they will apply the excess payment to the deferred interest balance first. 

I decided to split my promo balance in half and planned to pay {$130.00} on my XXXX payment, and then I had planned to do the same for my XXXX payment, to make sure the promotional balance was paid by XX/XX/XXXX. 

I made a payment of {$230.00} on the XX/XX/XXXX due date which would be for the {$100.00} minimum payment due, plus half of the promo balance of {$130.00}. 

I received my XXXX statement, and this showed that none of my extra payment had gone to the promo balance. Confused, I called to get this resolved. I was told by a customer service representative that it wouldnt be until my XXXX and XXXX payments that the extra payment would be applied to the promo balance. This was confusing since I had received an email stating I needed to pay off the balance by XX/XX/XXXX. I asked if they could manually apply the extra payment of {$130.00} to my promotional balance and was told no both by the customer service representative and their manager. I was told instead they could refund that extra I had paid as a refund so I could pay it on my next payment towards that balance. After 7 days of not receiving the refund, I had to call back a second time and explain again what had happened and that I had not received the refund of {$130.00} as discussed. I again was told they could not manually just apply it to the promo balance and would send that refund so I could apply it to my next payment. 

I received the refund of the overpayment on XX/XX/XXXX. 

On XX/XX/XXXX I went ahead and made a payment of {$360.00} to cover the {$100.00} minimum payment and the entire {$260.00} promo balance to ensure there were no further issues and the balance was paid in full by XX/XX/XXXX. 

I received my statement dated XX/XX/XXXX and there is a new category for XXXX XXXX with a balance of {$120.00}. Confused as to why I have a new balance in this category when I never have previously, I called to figure out what is going on. After explaining what has transpired between the email on XX/XX/XXXX to the present, I was informed that the refund I received for the extra I had paid in XXXX thinking it was going to be applied to the promo balance, was now put into this category and that I will be charged interest on this at XXXX unless paid in full on the next payment. This refund should have gone back to the balance of the plan you see on the statements of XXXX for the XXXX XXXX w/ 54 monthly payments plan. After speaking to a manger, I was informed she could escalate this, but I would receive no further correspondence from anyone regarding this whether they will approve or deny this escalation to move this amount back to the XXXX interest plan. 

The amount of {$120.00} needs to go back on the XXXX plan for the 3.99 % apr balance. 

None of this would have happened had they not made this difficult by sending the email, and then not applying the next payment to that 6 month promo balance as any reasonable person would assume based on this correspondence that it should have been.