Consumer complaint received 2024-04-01 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
When I call XXXX customer service, I ALWAYS ASK what the balance is for each balance ( They split my account balance into a REGULAR REVOLVING -RR- and a PROTECTED -p- account balance ) XX/XX/24 They say : XXXX XXXX : {$1400.00} p balance : {$1900.00} Total : {$3400.00} {$600.00} was paid on the phone ( conf # XXXX ) I was told and it was confirmed through the customer service agent that this was going to be applied to the RR account balance rr : {$1400.00} - {$600.00} = {$850.00} new RR balance rr : {$850.00} p : {$1900.00} Total : {$2800.00} ( by my calculations based on their word on how the payment will be applied XX/XX/24 They say : XXXX : {$990.00} p : {$1900.00} Total : {$2900.00} XX/XX/24 ( XXXX call ) They stated they would remove {$120.00} for XXXX interest FILED XXXX complaint REF # XXXX XX/XX/24 I called to confirm the removal of the XXXX interest charges and was told that it was denied, argued with, and then told it was to be removed My calculation : XXXX : {$850.00} p : {$1900.00} Total : {$2800.00} - {$120.00} = {$2700.00} Their calculation : XXXX : {$990.00} p : {$1900.00} Total : {$2900.00} - {$120.00} = {$2800.00} XX/XX/24 {$1000.00} was paid in-store My calculation : Total : {$2700.00} - {$1000.00} = {$1700.00} Their calculation : Total : {$2800.00} - {$1000.00} = {$1800.00} Both payments of {$600.00} and {$1000.00} were made before the closing statement period and should have be reflected in the XXXX STATEMENT XXXX STATEMENT ARRIVED and NEITHER PAYMENT WAS PROCESSED FOR THAT STATEMENT This means theyre miscalculating the interest charged because they are not applying my payment all while telling me to wait for the next statement, which does not make any sense XX/XX/24 They say : XXXX : {$19.00} p : {$1900.00} Total : {$2000.00} An online payment was received on XX/XX/24 for {$700.00} Total : {$2000.00} - {$700.00} = {$1300.00} XXXX STATEMENT DOES NOT REFLECT MY {$700.00} PAYMENT SO THEIR CALCULATIONS ARE STILL OFF - I AM BEING OVER CHARGED AND AGAIN TOLD TO WAIT NEXT MONTH TO SEE HOW PAYMENTS WILL BE APPLIED XX/XX/24 They say : Total balance : {$2800.00} I say : My balance should be around {$1300.00} Pending payment of {$700.00} was made online and should be credited to the account by XX/XX/24 My balance based on my payments and calculations : {$1300.00} - {$700.00} ( pending payment as of XX/XX/24 ) = {$600.00} ( at best and does not include appropriate calculated interest charges ) As a consumer who is doing their absolute best to pay this account off, to then close it, I feel like they are taking advantage of me. 
When I call and they disagree with the conversation, they disconnect the call, which leaves me having to start over. I have asked if they are taking notes of the calls that come in and they say they have no records of my phone calls. 
I am met with resistance to my inquiries and have repeatedly told to wait for the next billing cycle. They continue to go back on their word which leaves to make repeated phone calls throughout the month to check on my account and how they are miscalculating my balance. 

I can not keep proper records if I have to keep checking on their work and arguing with XXXX representative after another. They are making it impossible to pay this account properly. 

I am left with unrealistic numbers and miscalculations due to the way they choose to run their services. 

To the best of my knowledge, as of XX/XX/24, I will have a balance floating around {$600.00} to {$750.00}, to which will be paid in full by the end of XXXX. 

I will not be paying anymore than that and I would like to close this account. This has been THE ABSOLUTE WORST EXPERIENCE, and they HAVE COMPLETELY LOST MY TRUST AND CONFIDENCE. 

I am tired of being hung up on and I am tired of trying to figure out where my payments are going. 

Please notify them, and please have them update their statements- including the proper interest calculations and payments recieved I would like copies of these updates THANK YOU FOR YOUR TIME!

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