Consumer complaint received 2025-11-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
I've made purchases using XXXX  XXXX XXXX promotional offers. XXXX of the purchases had XXXX interest if amount is paid off before XX/XX/XXXX with a required minimum payment. Additionally, XXXX  XXXX XXXX made another promotional offer with XXXX interest until XX/XX/XXXX on purchases made outside XXXX. I made payments way above the required amount and to cover the new purchases. Instead, XXXX  applied all the payments to the promotional offer that requires just a minimum payment and expiring in XXXX. XXXX  not only did not apply payments to cover the new purchases ( I never carry amount when making new purchases. I always pay it off to avoid paying interest ). However, XXXX  continue to show a carry over amount of the new purchases and charged me interest. This is unacceptable. XXXX  also refused to apply payments when I specifically told them how to apply my payments. After the promotional transactions were posted, I logged in to my XXXX  account and sent payment. XXXX, it was for {$2000.00}. I realized they applied the whole amount to the promotional purchase expiring in XXXX, instead of applying to the promotional amount expiring sooner in XX/XX/XXXX and also did not apply any amount to the new purchases. I called XXXX  credit card and told them that I intended the payment to go toward the new purchases balance and toward the promotional amount expiring in XX/XX/XXXX. The rep said for them to apply the payment as I intended, I would need to call to make the payment instead of making payments online. I called XXXX  credit card and made XXXX payments and told them specifically how to apply the payments. I also told the rep that since the payment is not due yet, I will make more payments online to cover the payment required for the promotional balance expiring in XX/XX/XXXX. A few days later, I logged in to my account and noticed that XXXX  credit card misapplied my payments and did not honor my request to apply the payments to the balance expiring in XX/XX/XXXX and to the new purchases. Since XXXX  did not honor my request, I contacted my bank and asked them to reverse the payment since payment was not due yet. XXXX  credit card turned around and closed my credit card account without my knowledge. I made several payments before the due date and the amounts paid were more than the required minimum payment. XXXX  credit card is a fraud. They mislead and ignore their customer request. I've attached my latest statement, a screenshot of their payment policy as well as the offer I received for purchases made outside XXXX. XXXX amount has been applied to the promotional offer made outside XXXX. The rep recorded my request to apply payment toward the promotional offer expiring in XX/XX/XXXX and XXXX  credit card simply ignored my request, with the hope that I won't pay the amount by XX/XX/XXXX so that they can collect the interest. The promotional offer expiring in XXXX was at the store and I don't have a promotional offer that came in the email. However, the offer specifically has minimum payment required. I expected XXXX  to apply payments to the promotional offer that is expiring sooner.

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