Consumer complaint received 2020-03-01
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have an account with Home Depot. I had a revolving balance and three promotional balances that were do at different times. On New Years eve I went to my local Home Depot to pay off my revolving balance so no further interest would accrue, and pay towards my XXXX promotional balance. The woman at the customer service counter was unfamiliar with how to do this, so she contacted the national Home Depot credit services department. After speaking with someone there, she passed the phone to me. It was explained to me that because I had a promotional balance due in XXXX, they couldnt pay off the revolving balance first. I complained that XXXX was two months away and that balance was to be paid off by the. The customer service rep told me that their computers would not allow them to divide payments this way. 
In XXXX, when the bill came due I paid off the amount of the remaining revolving balance + extra so it would lessen the XXXX promotional balance. 
When I received my XXXX bill. There was an interest charge of {$10.00}. I called customer service on XX/XX/2020 @ XXXX pm and spoke with XXXX. I explained I was disputing the interest charge due to the fact that I was not allowed by their company to pay off my revolving balance in full the previous month. She spoke to a supervisor who said that they would redirect {$670.00} of my payment of {$790.00} to pay off the revolving balance and remove the {$10.00} interest charge. At that point I was satisfied. 
However, on XXXX XXXX I again called Home Depot Credit Services to verify that all the aforementioned had occurred before I made my XXXX payment. I spoke to XXXX who took a lot of time with me. However, other than removing the interest charge, nothing had changed. I still had a revolving balance, the promotional balance due in XXXX and the one due in XXXX. I explained about the previous conversation I had had with XXXX and what her supervisor had said. She put me on hold, and spoke to someone and was told the same spiel about how because there were 30 days left until the XXXX promotional balance was due, they couldnt pay off the revolving balance first, but instead had to divide up the payment. She apologized, but said there was nothing she could do. I asked what amount I needed to make so I wouldnt accrue interest and could pay off the revolving balance. It seemed the only way to do this was pay the amount of the revolving balance, the total remaining on the XXXX promotional balance, and the XXXX promotional balance. So I did. 
This is a ridiculous scam! If a promotional balance is due on say XX/XX/XXXX, and you pay it off before XX/XX/XXXX, the company should not be allowed to redirect payment from one balance to another. This is just their way of collecting interest. By not allowing me to pay off my revolving balance first, they guaranteed they would continue collecting interest every month. This is a dishonest and disgusting practice that sours me on this company!

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