Consumer complaint received 2021-02-20
Company: CITIBANK, N.A.
State: CT
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Concerning Home Depot credit card managed by Citibank. 

In XX/XX/XXXX we purchased a fence with 24 month free finance in the amount of {$5000.00}. This amount is due in full by XX/XX/XXXX to avoid any interest charges. 

In XXXX of XXXX, we purchased a tractor with 24 month free finance in the amount of XXXX. This amount is due in full by XX/XX/XXXX to avoid any interest charges. 

There have been NO other charges made on this card since then. 

The credit card company put the purchase for the tractor XXXX {$2000.00} ) on a 6 month promotion rather than a 24 month promotion. We contacted the store and Citibank, they apologized and said they would fix the error and reallocate payments already made to be put toward the promotion due in XX/XX/XXXX first. 

On XX/XX/XXXX we received a letter from Citi bank stating they would honor the {$2000.00} for the tractor purchase to be moved to a 24 month finance promotion and the due date to avoid interest would me XX/XX/XXXX. 

Unfortunately, they only moved {$330.00} to the promotion and moved the balance to a revolving account where we incurred interest charges every month. 

We called every month and were told it would take up to 2-3 billing cycles to correct. As XX/XX/XXXX began, I began calling every week. Every week I was told it was being handled. Then I was told it was handled and that is how the charges stand. I asked for proof of purchase of the money that was being held on a revolving account that appeared between my XX/XX/XXXX and XX/XX/XXXX account. Citibank was unable to do so and realized their error, and once again promised it would be resolved. 

In addition to items being resolved to fall under to correct promotional balance, Citibank assured us they would applied past payments correctly to pay off the promotional balance due in XX/XX/XXXX first. 

XX/XX/XXXX statement came we owe a total of {$1600.00} on our card. They still have not fully credited us on interest charges we have incurred due to their mishandling of the account. 

They moved the revolving balance to the balance due in XX/XX/XXXX, then pushed it out one month making the due date for XX/XX/XXXX. When what should have been done was move the revolving balance to XX/XX/XXXX and reapplied any payments to the promotional balance due first. 

As we stand our account reads we owe, {$1600.00}. 

{$1200.00} for the fence due XX/XX/XXXX ( originally due XX/XX/XXXX ) {$330.00} for the tractor due XX/XX/XXXX {$13.00} for interest charges applied on the revolving account which citibank created.

Our account should read {$1600.00} for the tractor due XXXX of XXXX.

Less any additional interest chages that have not yet been credited.

We have NEVER missed a payment. I have spent well over 120 hours of my time disputing this and working with numerous departments who all agree there is a mistake on Citibanks end and assure me it will be taken care of, and yet 10 months later I am still in this predicament.

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