Consumer complaint received 2025-07-28 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:
On XX/XX/XXXX, I discovered a {$15000.00} deferred interest charge had been applied to my Home Depot credit XXXX  ( issued by Citi ) back in XX/XX/XXXX. I had no prior knowledge of this charge until I attempted to make a purchase and saw that my available credit was negative. I had the card on autopay for minimum payments; received only e-statements ; and never received any warning, email, letter, or alert that the promotional balance needed to be paid off by XX/XX/XXXX to avoid retroactive interest. 

I called Citi immediately and was told the XXXX window for review had already passed ; but this was the first time I became aware of the charge. Per the advice of a Citi XXXX, I mailed a formal letter via certified mail requesting a courtesy adjustment. Citi responded only through a secure message instructing me to call... but we were told by the original XXXX that we would receive a physical letter, which never came. The message they sent landed in my spam folder, and even once I was aware they had messaged me, it was extremely difficult to locate in the Citi portal. I did not find the secure message until XX/XX/XXXX, even though it was dated XX/XX/XXXX. During this entire time, we were waiting in good faith for a formal response by mail, as directed. When I called again, after escalating to several managers because the first XXXX had no idea what I was calling about and had no information on any letter. I was eventually told by phone that my request had been denied ; but I was never given a written response, any documentation of the decision, or confirmation that my request was formally reviewed at all. 

During that phone call, I specifically told the XXXX that I did not want to have to escalate this by filing a complaint, seeking legal help, or negotiating a settlement ; I simply wanted Citi to review it fairly and consider extending the XXXX grace period. I reminded her that I have been a loyal Citi customer for over XXXX  years with a strong payment history and excellent standing. She responded that everyone is the same and repeatedly said she would send me the terms and conditions ; but she did not acknowledge the actual circumstances of my case. I was also told in both phone calls that if I had called within the first XXXX  days, they would have waived the deferred interest ; which made it even more frustrating, since I only discovered the charge after that window had already passed. 

I have never missed a payment. In fact, I continued making {$1000.00} {$1200.00} monthly payments from XXXX through XXXX, even after the interest hit ; not realizing what had happened. When I called to ask about other options, I told the representative that I didnt want to stop paying or risk damaging my credit. She confirmed there was no option to settle or remove the interest unless I allowed the account to become delinquent. As a result, I reluctantly turned off autopay as instructed ; despite knowing the credit risk ; because it was the only path they offered to reach a resolution. 

I now understand that this was a deferred interest offer ; but at the time, I believed it was a typical 0 % XXXX XXXX, where interest would begin accruing after the promo period ended. There was nothing in the onboarding process that clearly explained the financial consequences if the balance wasnt paid in full. In XXXX, the structure of this promotion feels deceptive by design ; not because I was trying to avoid payment, but because I was not clearly informed that failure to pay in full would trigger retroactive interest on the entire XXXX-year period. XXXX not asking for special treatment ; just for the chance to resolve this in a way that reflects good faith on both sides. 

I am willing to pay the original balance and even regular interest going forward. I am not asking to avoid responsibility ; only for a fair resolution, as I genuinely misunderstood the deferred interest structure and was not properly alerted to its terms or consequences. 

As of today, XX/XX/XXXX, we have received no written response or resolution from Citibank, despite mailing our certified letter nearly XXXX months ago and following up as instructed. I am simply trying to make this right ; to pay whats fair ; and move forward with a resolution that reflects my long, responsible history as a customer.

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