Consumer complaint received 2020-12-23
Company: CITIBANK, N.A.
State: OR
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I have a store card for Best Buy through Citi Bank. On my card statement from XXXX, I had a promotional financing listed as expiring on XX/XX/2020 in the remaining amount of {$380.00}. I paid {$390.00} in XXXX to avoid these interests and additional charges. 
My statement from XXXX says that I have a remaining promotional balance of {$20.00}. This is not possible as I paid the entire balance in full. 
The bank is attempting to add charges in order to charge me for promotional financing interest. This is unacceptable behavior. I have my statements to prove that what I say is true. 
When I tried to address this issue with Citi Bank they sent me a reply that did not address the issue and made no sense, nor did it address the timeline I had stated, instead focusing on my latest payment ( made today for the minimum amount of {$84.00} ) stating that my payment needed to be made on time to avoid interest and showing the full amount of my promotional balances, not just the amount that I was disagreeing with for XXXX only. Clearly they did not take the time read my message and understand the issue. 

They have also removed my ability to view my promotional financing online through the website, I can only access information through my statements. I believe this is an unfair practice used to increase the chances of making me miss a promotional balance payment. I have addressed issues with Citi with XXXX and for a short time my promotional balances were shown on my account again, then before long they were removed once more. 

My original message to Citi Bank : In my statement from XXXX the statement said I must pay XXXX and I paid XXXX. My statement from XXXX claims that I needed to pay XXXX by XX/XX/XXXX to avoid interest. I already payed over the full amount necessary last month according to that statement. Trying to say that I did not pay it off and that I know owe interest on promotional financing is inaccurate at best and criminal at worst. I will not hesitate to report this issue to the FTC if you do not fix it imminently and XXXX just for good measure. 

The reply from Citi Bank : Our records reflect purchases have been approved but not yet posted to your account. The authorization process normally takes 2 to 3 days depending on when the store submits the request for posting. 

Our records indicate we received your online payment request through the Online Bill Payment Program on XX/XX/2020. If an online payment is received by XXXX XXXX. ET, it will post that same day. After XXXX XXXX ET, it will post the next day. 

Our record states that your promo balance was {$8300.00}. 

You must pay at least the minimum payment due by the payment due date to avoid a late fee. The minimum payment due is not negotiable and is required even if your only balance is on a deferred interest promotion. 

How we calculate your minimum payment due is explained in your account terms and conditions. If you can not locate yours, a copy is available upon request.

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 explanation