Consumer complaint received 2024-09-30 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
Best Buy credit card managed by CitiBank misapplied my payments to the incorrect promotional ( XXXX interest if paid by date ) balances. 

I had used their payment allocation tool XX/XX/XXXX to route all extra payments to one of 3 promotional balances ( about {$250.00} balance, we will call plan A, ) I had active at the end of XXXX. I still had these XXXX active at the start of XXXX, about {$96.00} left on plan A, {$47.00} on plan B, and {$1500.00} on plan C. 

I made a regular payment of {$100.00} XX/XX/XXXX, ( {$60.00} for monthly payment, and {$40.00} to promotional balance plan A. ) This was applied as expected. 

I made an extra payment of {$57.00} on XX/XX/XXXX to plan A, which applied as expected and shower the balance owed for plan A to be {$0.00}. 

Once plan A showed {$0.00} owed, I changed the payment allocation for all extra payments to be allocated to plan B on XX/XX/XXXX. 

I waited to confirm the payment allocation letter was in my account documents and the icon next to plan XXXX XXXX reflected additional payments would be applied to plan B. 

Then I made a payment for {$47.00} on XX/XX/XXXX, to payoff plan Bs balance to {$0.00}. 

Statement cut night of the XXXX, and overrode my payment elections reapplying all extra payments to plan A and C leaving plan B owing {$90.00}. 

XXXX not even sure how plan B could be owing even more than when XXXX started, but that is where we are at. Their system unfairly reapplied my payments against my documented elections, and they said they cant do anything about it since the statement cycle closed. 

I just want my payments applied as they were supposed to be to have plan A and plan B paid off and future customers to not have their elections overrode by the system. Best Buy credit card managed by CitiBank misapplied my payments to the incorrect promotional ( XXXX interest if paid by date ) balances. 

I had used their payment allocation tool XX/XX/XXXX to route all extra payments to XXXX of XXXX promotional balances ( about {$250.00} balance, we will call plan A, ) I had active at the end of XXXX. I still had these XXXX active at the start of XXXX, about {$96.00} left on plan A, {$47.00} on plan B, and {$1500.00} on plan C. 

I made a regular payment of {$100.00} XX/XX/XXXX, ( {$60.00} for monthly payment, and {$40.00} to promotional balance plan A. ) This was applied as expected. 

I made an extra payment of {$57.00} on XX/XX/XXXX to plan A, which applied as expected and shower the balance owed for plan A to be {$0.00}. 

Once plan A showed {$0.00} owed, I changed the payment allocation for all extra payments to be allocated to plan B on XX/XX/XXXX. 

I waited to confirm the payment allocation letter was in my account documents and the icon next to plan B online reflected additional payments would be applied to plan B. 

Then I made a payment for {$47.00} on XX/XX/XXXX, to payoff plan Bs balance to {$0.00}. 

Statement cut night of the XXXX, and overrode my payment elections reapplying all extra payments to plan A and C leaving plan B owing {$90.00}. 

Im not even sure how plan B could be owing even more than when XXXX started, but that is where we are at. Their system unfairly reapplied my payments against my documented elections, and they said they cant do anything about it since the statement cycle closed.

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