Consumer complaint received 2023-10-01
Company: CITIBANK, N.A.
State: NJ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
I had a balance transfer offer that expired XX/XX/XXXX ( XXXX ). My bill is due the XXXX of every month. On XX/XX/XXXX I called Citi Bank and spoke to customer service because I wanted to make sure I paid the correct amount, which would include the minimum amount due, the balance of XXXX XXXX, and any interest it has accrued from the expiration date of XX/XX/XXXX. The customer service representative told me the minimum amount due was {$230.00}, the balance on XXXX 5 was {$4900.00} and it had accrued {$24.00} in interest from XX/XX/XXXX. He told me I had to pay {$5100.00}. I made a payment of {$5200.00} on XX/XX/XXXX. 

When I looked at my statement that ended XX/XX/XXXX, I realized that the payment had not applied correctly and I called customer service. I spoke to a supervisor " XXXX '' and she told me she would be emailing the back-end team to have this resolved. She also credited the interest from XX/XX/XXXX {$28.00} and XX/XX/XXXX {$77.00}. 

When I looked at the statement that ended XX/XX/XXXX, I realized that the payment still had not been applied correctly. I called customer service. I spoke to a supervisor " XXXX ''. He assured me he would fix the issue. He told me that " XXXX '' had ot emailed the correct people. He told me he was emailing the back-end team and that it would be resolved in 3-5 days. He refunded the interest from XX/XX/XXXX {$69.00}. 

I looked today, XX/XX/XXXX, because I wanted to make a payment for this month. The statement ending XX/XX/XXXX, still has not been corrected. I called customer services again and spoke to a supervisor XXXX. XXXX told me that the back-end team refused to fixed how the payment from XX/XX/XXXX, was applied. 

XXXX told me that the customer service person I spoke to on XX/XX/XXXX, was wrong and he should have told me I had to wait until after XX/XX/XXXX ( after the bill closed ) to make the payment. If I had waited to make my payment until after the bill closed, it would have been applied to XXXX XXXX. I asked him for this policy in writing, and he told me that Citi does not have the policy in writing, " that is just how it is ''. He told me that he was going to email the back-end office again and explain that the customer service person from XX/XX/XXXX, gave me the wrong information. He also refunded the interest of XX/XX/XXXX, {$67.00}, and XX/XX/XXXX, {$66.00}. If I would have waited to pay my bill until after it closed, I would have been making a late payment and would have been charged {$30.00} late fee. XXXX XXXX had already accused {$24.00} in interest and it would have accrued 4 mores days of interest at 17.99 % interest. That is not only unfair but inappropriate. This is the second time that CitiBank customer service has given me incorrect information regarding payments and interest rates. Because of this this is the second time I have had to make a complaint to CFPB regarding CitiBank. Thank you for your help. I can be reached by email : XXXX or cell phone 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 non-monetary relief