Consumer complaint received 2022-11-11
Company: CITIBANK, N.A.
State: CT
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
When applying for this card, I was told it came with a promotional 24mo interest free.

When I received the first bill, it indicated only a 6mo promotion of interest free. 
On XX/XX/16, I called customer service to complain and have the promotional period corrected. I was told " no problem '' and they could transfer the balance to the 24mo promotion, with the start date applying retroactively to the day we opened the account. 

On XXXX, I attempted to use the card and the transaction was declined so I logged on to the account to see why. I discovered that instead of transferring my existing balance of $ XXXX to the corrected promotion, they added a SECOND balance ( $ XXXX ) at the 24mo promotion. So my outstanding balance shows as DOUBLE the amount ( $ XXXX ), resulting in my account grossly exceeding my credit limit of $ XXXX. I immediately called to complain and request this be corrected. 

I first spoke with " XXXX '' and after being put on hold for over 20 minutes while she consulted with her team, I was told she was submitting a claim for adjustment but it would take 7-14 days to correct. When I requested to speak to a manager while requesting an exception to allow the {$1000.00} for cabinet purchase in store that I had attempted earlier in the day, she attempted a transfer but I was disconnected mysteriously. 

I called back and spoke to : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX All who acknowledged the error , stated they can see the correction on the balance is in process. Can not allow a charge until the balance is corrected My argument was : their error, they can see it, they acknowledged it, I should be able to use the credit available to me. The only solution provided to me that would allow me to make the purchase I needed to make was to request a limit increase ( which would have to exceed my total outstanding balance which was already DOUBLE what it should be ). I responded that this was unacceptable as a solution and I should be able to access the legitimate available balance I should have ; someone in the department shoudl be able to approve it because this was all a result of their error to begin with. 

The last representative I spoke with was " XXXX XXXX '' in Idaho who told me flatly, " not going to happen today ''. 
I then requested an email/in writing an acknowledgement of their error, that a fix was in process and an estimate of the time it would take for the resolution. I was again told flatly by XXXX, " no ''. That is not going to happen, they are not allowed to provide any response in writing. So I have no tangible proof of the almost 2 hours I spent trying to get an immediate resolution ; I am supposed to just hope things get fixed and take the initiative to log in to my account to routinely check if it has been corrected. 

All told, I spent almost 2 hours on this and 2 days later, I am still unable to use this account.

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