Consumer complaint received 2022-12-18
Company: CITIBANK, N.A.
State: MI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
I had 2 promotional balances one that was to expire on XX/XX/XXXX ( XXXX call this # XXXX ) and one that expires in XX/XX/XXXX ( XXXX call this # XXXX ). I allocated all of my payments after the minimum payment to the promotional balance that was to expire in XXXX ( # XXXX ). This allocation was made on XX/XX/XXXX. The promotional balance for # 1 was {$99.00} prior to an extra payment of {$100.00} that was made on XX/XX/XXXX and should have completed promotional balance # 1. However somehow that {$100.00} payment was applied to promotional balance # 2 erroneously. I call Citibank 4 times, the first time was in XXXX ( around the XXXX ) after the payment was made, to ensure the payment made was allocated to the correct balance, I was assured it would be. The second call was early XXXX when I noticed it indeed was not allocated to the correct promotional balance. I was told it would take about 2 weeks but it would be fixed. I then called a third time on XX/XX/XXXX and spoke to a XXXX named XXXX, because it was still not corrected. I was on the phone with her for over an hour to get this fixed to make sure I wouldnt be charged the interest for this promotional balance. XXXX told me it would take a couple more weeks for this to be resolved but I should see it fixed on my next statement. I expressed concern because I had been trying to get this fixed for well over a month and when I get my next statement it would be past the expiration date of the promotional period. She told me not to worry because it is documented that I have been trying to remedy the situation for a month and a half that Citibank would make sure I wouldnt be charged the interest associated with this promo balance. To my dismay when I looked at my statement on XX/XX/XXXX, I was in fact charged the interest for this promotional balance that was supposed to be paid off on XX/XX/XXXX. I called Citibank again today and spoke with a woman named XXXX XXXX her ID number is XXXX ) XX/XX/XXXX and explained the situation for the fourth time and was then told there was nothing they could do except to give me a mailing address with a XXXX XXXX XXXX send a letter and file a complaint. This is not the first time Ive had a misallocation of funds from this bank. The exact same thing happened last year as well. Luckily I have always kept meticulous records and they were able to fix the situation last year but somehow this year they are unable to fix the issue. My promotional balance that was to expire on XX/XX/XXXX shouldve been zeroed out on XX/XX/XXXX and I should not have been charged the interest for that balance. I have a big concern for not only myself but for other customers that are not as attentive to their finances as I am. Please help me with this issue and hopefully this will deter them from doing this to others. 
Sincerely, XXXX XXXX

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 monetary relief