Consumer complaint received 2025-08-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: OK

Complaint narrative:
Citibank American Airlines Card In XX/XX/XXXX, Citi offered me a promotional balance transfer option for 1 year with XXXX XXXX interest and a XXXX XXXX fee. I took just under {$20000.00} on XX/XX/XXXX with a fee of nearly {$1000.00}. 

On my next billing cycle, I had not updated my autopay when was set to pay the statement balance which now included this balance transfer. I realized this on the morning of the due date. I could not cancel the payment in the app, so I called Citi customer service on the morning of XX/XX/XXXX. I told them that I had incorrectly set up the wrong autopay. They confirmed for me that the payment had not been processed yet and they would cancel it. They gave me a confirmation number ( after I requested it ) XXXX. I went into the app after the call and made a new payment for the intended amount. 

A few days later, I looked to see that the automatic payment had not been cancelled. They had also charged me a failed payment fee of {$41.00}. I called Citi again and they said they would take care of it. They refunded the {$41.00} and I figured all was well - simple mistake. 

Yesterday, XXXX, I looked at my statement for XX/XX/XXXX, and they showed an interest charge of {$470.00}. I tried to use the Citi chat as it was Sunday evening and they told me that they couldnt do anything at their level, but that I should speak with someone on the phone who could help. I called today, XXXX, and spent just under an hour on the phone where I had to tell multiple people this whole story. The last person I spoke to was XXXX, a supervisor. I was told that this was my mistake and that there was nothing to be done. He said that I had never called to cancel the payment and that I can cancelled it in the app- which is not true. 

He then told me it was not possible to call and cancel a payment within XXXX minutes, which was my reported call duration. I looked back at my phone records and the call on XX/XX/XXXX was XXXX minutes. 

The whole conversation was surreal. This felt particularly malicious given that I had called and talked with Citi representatives multiple times on this issue, but he claimed that this was my fault and I knew the terms and there was nothing he would do about it. He was unwilling to take any responsibility or assist in any way. His advice was to pay the full balance immediately and then call back when more interest was due next month to see if someone would be willing to help me with that. 

For reference on the math of this situation, I took a loan that was supposed to be XXXX XXXX interest and a XXXX XXXX fee and when I pay everything back this week it will be approximately {$1500.00} interest fees and interest over XXXX  months on around {$19000.00} principal. Thats nearly XXXX XXXX annualized.

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 monetary relief