Consumer complaint received 2026-04-16 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: NJ

Complaint narrative:
I have a Citi Cards Credit Card account. The XXXX statement for the period of XX/XX/XXXX to XX/XX/XXXX had a balance of {$12000.00} This represented the balances of 2 balance transfers ; Balance Transfer Offer 4 of {$6900.00} which special rate ( 0.0 % ) was expiring XX/XX/XXXX Balance Transfer Offer 6 of {$5200.00} which special rate ( 1.99 % ) was expiring XX/XX/XXXX Because Balance Transfer Offer 4 was expiring on XX/XX/XXXX during the statement period, and the rate was increasing to 28.74 % at that time, I made a payment of {$7000.00} on XX/XX/XXXX to pay off the balance of {$6900.00} in full. Upon receiving the XXXX statement for the period of XX/XX/XXXX to XX/XX/XXXX I noticed that the payment of {$7000.00} was allocated instead to pay off the Balance Transfer Offer 6 of {$5200.00}. Since Balance Transfer Offer 4 was not paid off as intended, the remaining balance of {$5000.00} was charged interest at 28.74 % of {$11.00} during the same statement perido. In addition, Balance Transfer Offer 6 that had just recently been taken on XX/XX/XXXX at a finance charge cost of {$250.00} ( 5 % of the transferred amount ) had now been paid off, 15 months earlier than intended. On XX/XX/XXXX I reached out to Citi Card Customer Service to ask for the payment to be reallocated as intended to pay off the expiring balance of {$6900.00} Customer Service stated that the system automatically paid off the offer with the higher offer rate of 1.99 %, despite the facts that ; 1. Balance Transfer Offer 4 was expiring on XX/XX/XXXX during the statement period 2. Balance Transfer Offer 4 was charged a higher rate of XXXX during the statement period After speaking to a supervisor, I was told that they could not correct the allocation themselves because of system limitations, but that it could be done by submitting the request to the back office. The request was submitted by the supervisor, and I was told I would receive a confirmation of the adjustment within 3-5 business days, by mail. On XX/XX/XXXX, not having received any notifications, and not seeing any adjustments made to the account, I called Citi Card Customer Service again. Upon speaking to a supervisor, I was first told they would resubmit the request to the back office. After waiting on hold for 15 minutes, the supervisor XXXX came back on and said it could not be resubmitted because the back office had declined the request to make the adjustment on XX/XX/XXXX. To date, I have not received any notification of the request or the denial of the request. So, despite the facts that I made a payment on a balance during a statement period, which balance was both expiring during the same statement period, and reverting to a much higher rate of 28.74 % during the period, Citi Card Customer Service is refusing to allocate the payment as per my rights under the CARD Act. I was charged an additional {$76.00} on the XXXX statement for the now expired Balance Transfer Offer 4. As a result of Citi Card Customer Services refusal to correct the allocation I have been charged {$87.00} interest to date, and I have paid a finance charge of {$250.00} for a balance transfer that has been prematurely paid off just 2 months after inception. Respectfully Submitted,

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